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The May 2026 PolyAI Agent Studio release ships a redesigned Conversations workspace built for high-volume review, adds a one-click Tripleseat integration for restaurant agents, and starts populating the HANDOFF_TO response metric for voice handoffs. Expand the items below for details:
conv-review-side-panelThe Conversations page is now organized around channel scopes, saved views, layered diagnosis, and an integrated review side panel — purpose-built for analyzing conversations at scale.
  • Voice and Webchat as separate scopes — each with their own saved views, column layouts, and an integrated review side panel that opens without leaving the table.
  • Saved views — built-in Production and Test System Views, plus your own Custom Views as pinned tabs. Duplicate, set as default, and share filters as a link.
  • Diagnosis toggle group — debugging layers (tool calls, flows, variables, latency, logs, sources) are now independent toggles that persist as you move between conversations.
See Conversation review, Views, and Diagnosis for the full walkthrough.
Voice conversations that end in a handoff now record the destination on the HANDOFF_TO response metric, alongside the existing HANDOFF_REASON. Previously only the reason was emitted, so dashboards and API consumers could not see where the call was being transferred to.
  • Applies to both the OpenAI Realtime and Raven Omni voice engines.
  • HANDOFF_TO is populated with the destination configured on the handoff (for example, FRONT_DESK or SALES) whenever the call ends with the HANDOFF outcome.
  • No configuration change is required if you have already enabled HANDOFF_TO as a response metric. To start exposing it in API responses, enable it under API Keys > Configuration — see Metrics.
Connect PolyAI to Tripleseat to capture event and large-party leads from voice, webchat, and SMS conversations — without writing custom code. Projects on the PLG restaurant template can connect Tripleseat through one-click OAuth from the Integrations page; other projects continue to be supported through Managed Services.See Tripleseat for the setup guide.
Last modified on May 26, 2026