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Five9 is Simple AI’s deepest contact center integration. Beyond SIP call routing, Simple AI can sync Five9 call recordings for analysis and hand both calls and chats to Five9 agents with full context.

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What You Can Do

  • Inbound routing — Five9 answers the call, runs IVR and routing, then transfers it to Simple AI.
  • Outbound campaigns — the Five9 dialer manages pacing and compliance, and connected calls transfer to Simple AI.
  • Live agent transfer — Simple AI transfers a call back into Five9, to a campaign, skill, or agent.
  • Chat transfer — hand a chat conversation to a Five9 agent when the AI cannot resolve it.
  • Call recording sync — import recordings of calls your human agents handled in Five9, so they get the same transcripts, analyzers, and scorecards as AI calls.

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How Context Travels

Simple AI reads the Five9 call identifiers off the inbound SIP INVITE, keeps them on the conversation, and sends routing instructions back on the SIP BYE when the AI transfers the call. The route headers tell Five9 where to send the call after the AI ends its leg, and X-MetaData carries the context your agent’s screen pop needs. Header values are filled in from call parameters, so a transfer can pass an order number, verified caller identity, or resolution attempt to the receiving agent. Each header value is capped at 256 characters to stay well inside SIP message limits.

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Call Recording Sync

Five9 recordings are delivered to an S3 bucket that Simple AI provisions for your organization. Once a recording lands, Simple AI transcribes it, separates the speakers into agent and customer, enriches it with the Five9 call metadata, and makes it searchable and reportable alongside your AI conversations. You can also backfill existing recordings already in the bucket.

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Setup

  1. Go to Settings > Integrations > Five9 in the Simple AI dashboard.
  2. Connect your Five9 account credentials. Simple AI provisions the recording bucket and returns the credentials Five9 needs to write to it.
  3. In Five9, configure recording delivery to that bucket.
  4. For call routing, share your Five9 SIP details with your account team so the trunk and header mapping are configured on both sides.
  5. Place a test call in each direction and confirm caller ID, audio, transfer routing, and the metadata on the agent’s screen.