BRING YOUR OWN AGENT
Your AI agents.
Our contact center.
One experience.
Run the third-party AI agents you already chose, from Laivly, Sierra, Parloa, and more, natively inside UJET. Same routing, same human handoff, same reporting. No rip-and-replace.
What is UJET Bring Your Own Agent?
UJET Bring Your Own Agent (BYOA) is a virtual agent connector framework that lets contact centers run third-party AI agents natively inside the UJET platform. Partner agents use UJET's queues, escalation, human handoff, agent desktop, reporting, and CRM integrations, just like UJET's native virtual agents.
Keep your AI
The agents you picked, trained and tuned stay in place. UJET connects to them.
You don't rebuild them.
Keep your routing
Partner agents live in UJET queues and
escalate through UJET routing. Customers reach a human with context intact.
Keep your reporting
Every AI-handled session shows up in UJET dashboards, reports, CRM storage, and Spiral by UJET conversational analytics. UJET provides a unified view of every conversation, regardless of the platform that handled them.
HOW IT WORKS
Connect it. Configure it. Route it.
BYOA turns a third-party AI agent into a UJET virtual agent in three steps, all from the UJET portal.
Connect
Bring the virtual agent provider you already use, or choose a new one. An admin adds it in the UJET portal, and UJET validates the connection on save.
Configure
Create virtual agents with the same workflows you use for UJET's native virtual agents, then assign them to queues.
Route and report
Customers reach the AI agent first, escalate to humans when needed, and every session lands in UJET reporting and analytics.
SUPPORTED PARTNERS
A few of our most popular integrations
Learn about our existing partner integrations below. Stay tuned as we'll continue to add more based on customer demand.
Laivly
Laivly brings AI agents to the UJET platform, including in-app experiences built on UJET's mobile SDK. Customer context, such as whether someone already authenticated in the app, passes to the agent at connect, so customers aren't asked to prove who they are twice.
Sierra
Sierra is well known for its voice AI agents. Customers reach a Sierra agent through UJET, and when they need a person, Sierra hands them to the right queue without starting over.
Parloa
Parloa brings conversational AI to the UJET platform. A Parloa agent can greet a customer, finish a task that a human agent hands off to it, or run a post-session survey once the conversation ends.
Each partner shows up in UJET as a platform option, right next to our own native capabilities.
One portal, one routing engine, one set of reports, and whichever AI you prefer to run.
New AI. Same contact center.
With BYOA, bringing in a new AI agent doesn't change how the rest of your contact center works.
Native routing
Assign partner agents to UJET queues like any virtual agent.
Safe fallback
If an AI agent can't connect, the customer goes to a human, not a dead end.
Unified reporting
One view of every conversation in UJET dashboards & reports, whether a human or AI agent handled it.
CRM in sync
Optionally create CRM records for AI-handled sessions and post captured session data to the ticket.
Full context on the agent desktop
AI agent context reaches human agents on escalation, so customers never answer the same question twice.
Your data, your storage
Session data and transcript exports include conversations handled by partner agents.
Conversational analytics
Analyze AI agent recordings and transcripts in Spiral by UJET and trace issues to their root cause.
Proactive alerts
If a provider connection breaks, UJET notifies admins right away, before customers feel it.
Request an integration or talk to your UJET account team.
Frequently asked questions
What is Bring Your Own Agent in UJET?
What is Bring Your Own Agent in UJET?
Bring Your Own Agent (BYOA) is UJET's virtual agent connector framework for third-party AI agents. It lets contact centers run AI agents from providers such as Parloa, Sierra and Laivly inside the UJET platform, using UJET's native routing, human handoff, agent desktop, reporting and CRM integrations.
Which AI agent providers does UJET support?
Which AI agent providers does UJET support?
UJET integrates with third-party AI agent providers including Parloa, Sierra and Laivly, alongside its own native virtual agents. UJET adds new providers based on customer demand.
How do third-party AI agents hand off to human agents in UJET?
How do third-party AI agents hand off to human agents in UJET?
Partner AI agents escalate or transfer customers through UJET's routing engine, to the same queue, a different queue, or a human agent, with session context carried along. If an AI agent can't connect, UJET routes the customer to a human agent instead.
Can I request an AI provider UJET doesn't support yet?
Can I request an AI provider UJET doesn't support yet?
Yes. Request an integration on this page or contact your UJET account team. UJET evaluates each request, and providers with strong documentation and a collaborative technical team can be added fastest.
Your AI.
Our contact center.
No compromise.