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Workflow Squads enable multiple AI agents to work together on complex conversational flows. You can create orchestrated workflows where specialized agents handle different parts of a conversation.

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What are Squads?

A Squad is a group of agents that collaborate on a single conversation:
  • Receptionist → qualifies the caller
  • Sales Specialist → handles product questions
  • Support Agent → resolves technical issues
The conversation flows seamlessly between agents based on customer needs.

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Creating a Squad

Navigate to Agents → Workflow Squads → Create Squad

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Step 1: Define Members

Add agents to the squad and define which other agents each one can transfer to.

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Step 2: Configure Routing

Define how conversations flow between agents:
TriggerAction
”I want to buy…”Transfer to Sales
”I have a problem…”Transfer to Support
”Transfer me back”Return to Receptionist

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Step 3: Set Entry Point

Choose which agent handles the initial contact — typically a receptionist or greeter.

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Workflow Canvas

The visual workflow builder lets you design agent flows:

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Canvas Elements

ElementDescription
NodesRepresent agents
EdgesRepresent transfer paths
Entry PointGreen indicator for first agent
Config PanelSettings for selected element

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Building Workflows

  1. Add Agent Nodes: Drag agents onto the canvas
  2. Connect Edges: Draw lines between agents
  3. Configure Triggers: Set transfer conditions
  4. Set Entry Point: Mark the first agent

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Transfer Conditions

Configure when agents hand off:

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Intent-Based Transfers

Define transfer rules based on detected intent. For example, sales inquiries go to the Sales agent.

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Keyword-Based Transfers

Set keyword triggers — words like “buy” or “pricing” can route to the Sales agent.

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Explicit Transfers

Users can request transfers directly:
  • “Can I speak to sales?”
  • “Transfer me to support”
  • “I need a specialist”

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Shared Context

All agents in a squad share conversation context:

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What’s Shared

  • Transcript: Full conversation history
  • Lead Data: Captured contact information
  • Custom Data: Variables set by agents

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Context Handoff

Information collected by one agent (like the caller’s name) is automatically shared with other agents in the squad.

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Squad Prompts

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Receptionist Prompt

## Role
You are the receptionist for ABC Materials. Your job is to:
- Greet callers warmly
- Understand their needs
- Route them to the right specialist

## Routing Rules
- Sales questions → Transfer to Sales Specialist
- Technical issues → Transfer to Technical Support
- General inquiries → Handle directly

## Before Transferring
Always collect:
- Caller's name
- Company name
- Brief description of their need

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Specialist Prompts

## Role
You are a Sales Specialist for ABC Materials.

## Context
You will receive callers from the Receptionist. They have already 
provided their name and basic needs.

## Your Focus
- Answer detailed product questions
- Provide pricing information
- Schedule meetings for quotes
- Close sales opportunities

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Testing Squads

Use the workflow test panel:
  1. Click Test in the squad editor
  2. Start a test call
  3. Verify:
    • Entry agent greets correctly
    • Transfers trigger appropriately
    • Context passes between agents
    • Return paths work

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Test Scenarios

ScenarioFlow
Sales inquiryReceptionist → Sales → Close
Support requestReceptionist → Support → Resolution
Wrong transferSales → Back to Receptionist → Correct agent
Complex flowReceptionist → Sales → Support → Receptionist

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Best Practices

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Agent Specialization

Give each agent a focused role. A sales agent should excel at sales; don’t overload it with support responsibilities.

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Clear Handoffs

Make transfers seamless:
“I’ll connect you with our sales specialist who can help with pricing. One moment please…”

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Context Preservation

Ensure agents acknowledge shared context:
“Hi [Name], I understand you’re calling about [Issue]. Let me help you with that…”

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Graceful Returns

Always provide a path back. If an agent cannot assist the caller, it should offer to transfer them back to the receptionist for re-routing.

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Advanced Patterns

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Supervisor Agent

Add a supervisor agent that can join any active conversation when an escalation is needed.

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Parallel Processing

Run multiple agents simultaneously — for example, one checks inventory while another looks up pricing.

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Conditional Routing

Route conversations based on business rules — to a live agent during business hours, voicemail after hours.

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Troubleshooting

  • Check transfer conditions match conversation
  • Verify destination agent IDs are correct
  • Review agent prompts for transfer instructions
  • Ensure context variables are set correctly
  • Check variable names match between agents
  • Verify squad configuration includes context sharing
  • Add clear exit conditions
  • Limit circular transfers
  • Include “dead end” handling

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Next Steps

Voice Agents

Create individual voice agents

Custom Actions

Connect your business systems

Testing

Test workflow squads

Call Logs

Review squad conversations