Parloa

The integrations page names Avaya, Five9, Genesys, Microsoft Dynamics, NICE, Salesforce, ServiceNow, SAP, Twilio, Verint and Zendesk, and offers REST APIs and MCP to plug into any other system; the design page describes one click enterprise connectors, pre-configured agent skills and agents with access to any system. Write back through those connections is asserted rather than documented step by step, and the AMP documentation at docs.amp.parloa.com sits behind a login.

Sourceparloa.com/platform/integrationsread 2026-09-30

The design page documents specialized, task focused agents that work together across complex workflows, built from pre-built blocks for routing, knowledge and payments, and the February 2026 product release adds agent composition that adapts one agent across regions, languages and channels; the test page describes moving between staging and production. No branching or conditional logic is described.

Sourceparloa.com/platform/designread 2026-09-30

Agents are grounded in the company knowledge, policies and tasks a team briefs them with, and runtime guardrails constrain answers to reduce hallucination. No index, embeddings layer, retrieval architecture, refresh behavior or source level citation is documented, so a maintained retrieval structure is asserted rather than shown.

Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05

The secure page documents per agent safety controls that block harmful content, detect jailbreak attempts and restrict off topic conversations, topic enforcement defining what each agent can and cannot discuss, and role based permissions, and the contact center use cases article and February 2026 product release describe escalation to human agents with full context through a Transcripts API. These are customer controlled constraints and a handover, not a step where a person approves an agent action before it commits; the governance wording on the use cases article concerns configuration changes.

Sourceparloa.com/platform/secureread 2026-09-30

Parloa documents both its compliance posture and its access surface on a live SafeBase trust center. Certificates: ISO/IEC 27001:2022 with the version stated, ISO 17442:2020, SOC 2 Type 1 and Type 2, PCI DSS and HIPAA, GDPR and DORA, and an EU AI Act statement. Reports obtainable through an access request: SOC 2 Type 1 and Type 2, PCI DSS attestation of compliance, HIPAA report and penetration test reports.

Access: role-based access control, multifactor authentication and SSO support published under product security, with access monitoring, automated account management and a documented access control policy alongside. Data privacy carries a named Data Protection Officer, a DPA and technical and organizational measures, and the subprocessor list names Twilio, Datadog, Brevo, MongoDB and Microsoft. Parloa also publishes a legal assessment that BSI C5:2020 does not apply to its services while stating its cloud vendors hold valid C5:2020 certifications.

Sourcetrust.parloa.comread 2026-09-05

Governance is documented across the agent lifecycle: versioning, approvals and deployments with audit trails, performance dashboards, sentiment tracking and continuous monitoring after launch, with access monitoring published on the trust center. This reconstructs which version of an agent was live and who changed it, plus how the conversation performed, rather than what the agent did step by step within a call, and no per-action decision trace, tool-call log or retrieval record is documented.

Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05

No memory layer with a stated scope or lifetime is documented. Agents are briefed with knowledge, policies and tasks and act on real-time customer data pulled from CRM and ERP systems at the moment of the call, which is retrieval over the customer's own systems rather than state the agent retains between conversations, and personalization that deepens over time describes the platform improving rather than a memory a buyer can name, scope or delete.

Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05

Parloa's trust center discloses hosting only as Major Cloud Provider in its risk profile, with no region menu, residency commitment, VPC, single-tenant or on-premises option published, and the platform runs as a managed service on Microsoft Azure. A note on C5:2020 states that the cloud vendors Parloa leverages hold valid BSI C5:2020 certifications, which is the underlying infrastructure's compliance rather than a location a buyer selects. The Data Processing Agreement and the technical and organizational measures document sit behind an access request.

Sourcetrust.parloa.comread 2026-09-05

The customer assembles assets rather than adopting them: teams brief an agent in natural language with their own knowledge, policies, tasks and integrations in a low-code builder, and prebuilt integrations to Salesforce, Genesys, NICE, SAP and other systems are supplied to connect it. No prebuilt agent, template gallery or marketplace of packaged agents the customer browses and selects is documented; Parloa's own framing is that every agent is briefed from scratch against the customer's material.

Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05

Work reaches the agent across voice, chat, WhatsApp and Microsoft Teams in many languages, on telephony infrastructure Parloa built for conversational AI rather than bolted onto a chatbot, owning the audio pipeline and SIP connectivity so inbound calls arrive from the customer's existing estate. Voice is the primary seam rather than an add-on channel, which is what the customer base of insurers, banks and retailers is buying.

Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05

No model selection, routing or bring-your-own-model control is exposed to the customer anywhere, and Parloa names no model provider. The published subprocessor list runs Twilio for telephony, Datadog for logging, Brevo for email, MongoDB for data and Microsoft, and a cloud provider on a subprocessor list is infrastructure rather than a second model, so the list names no model provider at all. Parloa states that it evaluates models before deploying them, which is Parloa choosing on the customer's behalf.

Sourcetrust.parloa.comread 2026-09-05

Extension options for Parloa's own platform are thin. The backend API connections run outward into the customer's CRM, ERP and contact center systems, and what remains is a low-code builder for configuring agents, a console rather than an extension surface. No public API reference, SDK, developer documentation site or MCP server for the platform itself is published.

Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05

Parloa tests agents heavily before and after launch. Teams battle-test an agent against thousands of simulated multi-turn conversations before it reaches a customer, with edge-case validation and regression tests run over both real and simulated data, and scoring that combines deterministic rules with a language model acting as judge. The same apparatus runs after launch as well as before it, so a change is exercised and scored on the release path and the agent is measured continuously once live. What is tested is the customer's own agent, and the result is readable.

Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05

No browser control, hosted session, virtual desktop or remote computer control appears anywhere. Parloa's agents act through telephony and through documented integrations into CRM, ERP and contact center systems, accessing and acting on real-time data programmatically.

Sourceparloa.com/knowledge-hub/parloa-faqsread 2026-09-05