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Crews

A Crew lets several of your agents work a single call together. The agent that answers can transfer the caller to a specialist, or delegate a task to a colleague — staying on the line while the colleague does the work and reports back. You build it visually on a canvas and test it in your browser.
Crews are in alpha. Find them in the sidebar under Crews.

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Transfer vs. delegate

Every connection between two members has a mode:

Transfer

One-way handoff. The caller is moved to the other member and your first agent steps away. Best for “route me to billing.”

Delegate

The first agent stays with the caller, asks a colleague to do a task (look something up, book something, or even call a third party), gets the result back, and continues. Best for “let me check with scheduling.” Supports loops — A can ask B, B can ask C, and the answer flows back.

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Members

A crew is made of members:
  • Agent — one of your existing agents. It keeps its own configuration, but you can override its prompt and greeting for this crew only (below).
  • Human — a phone number. A member can transfer the caller to a human, or (with delegate) an agent can place an outbound call to them and report back.
One agent member is the entry (marked with a ★) — it answers first when a call reaches the crew.

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Build a crew

1

Create a crew

Go to Crews → New Crew, give it a name, and pick the primary member (the agent that answers first). You’ll land in the builder.
2

Add members

Click Add Agent (a side panel lists the agents in your current project) or Add Human (enter a phone number + cold/warm mode).
3

Connect them

Drag from one node’s edge to another to create a handoff. Click the connection to open its editor and choose Transfer or Delegate, then describe when it should happen (e.g. “billing questions”). This description is what the agent uses to decide.
4

Mark the entry agent

Click the entry agent’s node and choose Set as entry agent (★).
5

Save & test

Click Save, then Test to talk to the crew in your browser (no phone needed). Ask for something that triggers a handoff and watch it route.

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Handoff options

Open any connection to configure:
  • When to hand off — the trigger condition the agent uses (e.g. “the caller wants to reschedule”).
  • Briefing for the next member (optional) — a short note injected into the receiving agent so it starts already in context (e.g. “Caller is verified — collect payment.”). Supports {{variables}}.
  • Conversation history the next member sees — All history, Last N messages, or No history (a fresh start, e.g. for sensitive handoffs).
  • Silent handoff — skip the “transferring you now” line.

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Per-crew overrides

An agent can behave differently inside a crew without changing the standalone agent. In a member’s editor, the Overrides — this crew only section lets you set:
  • System prompt — replaces the agent’s prompt for this crew.
  • First message — replaces the greeting for this crew.
Leave them blank to use the agent’s own configuration.
Per-member model and voice overrides aren’t available yet — the call’s model and voice are set by the entry agent. Use a different agent as a member if you need a different voice/model.

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Shared variables

Click Variables to define values shared across the whole crew (e.g. company_name, customer_tier). Every member can use them in prompts as {{key}}, and they carry across handoffs.

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Put a crew on a phone number

In the builder, use Assign to number… to point one of your phone numbers at the crew. Calls to that number are answered by the entry agent, with the full crew available. The dropdown shows numbers already assigned to this crew. You can also keep using the same agent standalone on another number — its crew overrides only apply when it’s reached through the crew.

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Testing in the browser

The Test button opens the same in-browser Web Call experience as an individual agent, but pointed at the crew. It saves your latest changes first, then connects your mic to the entry agent. Live phone calls still require a real call to an assigned number.

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Example — appointment rescheduling

  1. Reception agent (entry) answers: “Karan wants to reschedule today’s appointment.”
  2. It delegates to a Scheduling agent — “check if 5 PM works.” Karan is placed on a brief hold.
  3. Scheduling does the work (and, with outbound delegation enabled, can call the provider) and reports back: “5 PM is available.”
  4. Reception resumes Karan: “Ashutosh is free at 5 PM — does that work?”
  5. Karan agrees; Reception delegates again to confirm the booking, then tells Karan it’s done.
Outbound calling from a delegate (an agent phoning a third party) works when your crew is on a phone number with outbound calling enabled. If outbound isn’t available, the agent offers a callback instead of placing the call.