Agent Teams

Agent Teams let you connect multiple agents that hand off to each other so a single conversation can move to whichever member is best suited to handle it.

Use a team when one agent isn't enough — for example, a front-desk agent that greets callers and then hands off to a booking specialist, a billing agent, or a support agent depending on what the caller needs. On every turn, the platform routes the conversation to the best-suited member of the team.

How a team works

A team is a group of agents wired together in a node-graph composer. During a conversation the platform evaluates each turn and routes it to the member best suited to respond, and members can hand off to one another as the conversation changes topic. To the caller or chat visitor it feels like one continuous conversation, even though different agents are handling different parts of it.

Before you start

Build the individual agents first. A team is composed of agents you've already created, so make sure the members you want to include exist and are the right type (all voice, or all chat) for the team you're building. See Agents to create them.

Build a team in the composer

Teams are assembled in a node-graph composer — a dark canvas where each node represents an agent and the connections between them define how the conversation can hand off.

1. Go to Agent Teams in the left nav and create a new team.
2. Add your agents to the canvas as nodes. Remember the single-channel rule: all voice or all chat.
3. Connect the nodes to define how members hand off to one another.
4. Save the team.

Because per-turn routing sends each turn to the best-suited member, give each agent a clear, distinct role (identity, business info, and system prompt) so the platform can tell them apart. See Agents for how each agent is configured.

The Handoff tool

Handoffs between members are driven by a Handoff tool. It's what lets one agent pass the conversation to another member of the team mid-conversation, so the right agent takes over at the right moment. Design each member's role clearly so handoffs land on the member you intend.

Attach a team to a phone number

A voice team can answer inbound calls just like a single agent — but you bind it to a number from inside the team composer, not from the Phone numbers page.

1. Open your voice team in the Agent Teams composer.
2. Set its Answers on phone number field to one of your numbers.
3. Save the team.

Inbound calls to that number now route into the team, and each turn is handled by the best-suited member.

Chat teams

Chat agent teams work over text instead of the phone. Like every chat agent, a chat team has its own public chat page where visitors can talk to the team, with per-turn routing to the best-suited member handling the conversation.

Next steps

• Agents — build the individual members of your team
• Phone numbers — attach a voice team to a number
• Tools — give your agents tools to call mid-conversation
• Conversational Flow — script structured, step-by-step conversations