Workforces

What a workforce is

Some jobs are bigger than one agent. A front desk answers most questions, but billing questions are better handled by your accounts agent, and Hindi messages by an agent written for Hindi speakers. A workforce puts these agents on one team:

• A message arrives and goes to the first agent, or to a condition that picks the agent by fixed rules.
• Any agent can hand the conversation over to a teammate when a rule you wrote in plain words fits, such as "the customer asks about an invoice".
• The teammate gets the conversation and a short note, and answers with its own settings.

Each agent keeps its own instructions, knowledge, memory, task fields and approval settings. A workforce only decides who talks to the person, and when that changes.

Build a workforce

1. Open Workforces in the sidebar and select New workforce. Give it a name.
2. On the canvas, select Agent in the toolbar and pick an agent from this project. Add the others the same way.
3. Drag from the dot under A message arrives to the agent that should answer first.
4. To let an agent hand over, drag from the dot under it to a teammate. Select the arrow and write when to hand over, for example "the customer asks about a refund or an invoice".
5. Use Tidy up to line the boxes up, and the buttons at the bottom left to zoom and fit the view.

Your changes save as you go. The side panel shows the settings of the selected box or arrow. You can also add hand-overs and rules from the side panel instead of dragging.

On a phone, the canvas is replaced by a list of the boxes and where each one leads. You can read, test, run and publish a workforce from a phone; draw and change it on a laptop or tablet.

Boxes

Conditions

A condition has one arrow for each rule. Rules are checked from the top; the first one that matches decides where the message goes. Every condition needs an Otherwise arrow for messages that match no rule. You can reorder rules in the side panel.

A condition can come right after the start, or after an agent. When an agent hands over to a condition, the condition checks the latest message and the task fields the agents have filled in so far. For example, a front-desk agent records the topic of the question, then hands over to a condition that sends billing topics to your accounts agent.

Hand-overs

The "when to hand over" text is read by the agent, which decides whether it fits. Write it the way you would brief a colleague: short, specific, and about the customer's need. Name the teammate in the rule only if it helps.

When an agent hands over:

• A step is recorded on the task, such as "Asha handed over to Ravi: the customer wants a copy of invoice 1042".
• The agent doesn't reply. The teammate gets the whole conversation and the note, introduces itself as an AI assistant, and answers.
• Follow-up messages go to the agent that has the conversation now.

Loops are allowed: Ravi can hand a sales question back to Asha. To stop a message going round forever, each message can be handed over 5 times at most. After that the task is Escalated, so a person on your team takes over.

Several agents at once

Some questions need several agents: "Do you have 20 blue kurtas, and can they reach Pune by Friday?" needs your stock agent and your delivery agent. Add an At once box (the toolbar button) after the start or a condition, and draw arrows from it:

• One arrow to the agent that writes the reply. It is marked Writes the reply; the first arrow you draw gets it, and Make writer moves it.
• Arrows to 2 to 5 agents to ask. They get the message at the same time. Each answers on a task of its own, linked to the conversation, within 90 seconds.

Then choose what the writer uses:

• Every answer waits for all of them.
• The first good answer uses whichever answers first, and stops the others.

The writer gets their answers as notes and replies to the customer; the customer sees only that reply. The task shows a step such as "Ask the team: asked Stock, Delivery at once", and lists the agents asked, each linked to its own task. It happens for the first message of a conversation; follow-ups stay with the writer. Agents can't hand over into an At once box.

Test a workforce

Open the Test tab in the side panel and write a message the way a customer would.

• Tests use the workforce you are editing and each agent's draft, so you can test before publishing anything.
• Nothing is sent to anyone, and connected apps are not changed.
• Each reply shows which agent wrote it. Under it, What happened lists every hand-over, every condition and every step, with its cost.
• Path so far shows the agents that worked on the conversation, such as Asha → Ravi.

Test sets

The Test sets tab keeps the questions you want the team to get right, and runs them all at once: the same test sets agents have, with two extra checks for teams, Answered by and Passed to a teammate. Turn on Must pass before publishing and the team can't go live until they pass. See Evaluations.

Check and publish

The Check tab lists everything to fix, such as an agent box without an agent, an arrow without a "when" rule, a condition without Otherwise, or a box that no message can reach. Select a problem to jump to it.

To publish:

• Every agent in the workforce must be published and not paused.
• The workforce can have up to 10 agents.
• Any test set marked Must pass before publishing has to have passed on the current canvas.

Publishing makes the current canvas the live version and pins each agent's published version at that moment. If you publish an agent again later, the workforce keeps using the version it pinned until you publish the workforce again. The builder tells you when a newer agent version is waiting.

The History tab lists every published version, with who published it and when. You can view a version, or copy it back into the draft and publish it again.

Pause stops the workforce taking new work, the same as pausing an agent. If an agent in a live workforce is paused, a conversation handed to it is escalated to your team instead.

Run a live workforce

The Run tab shows where a live workforce gets work:

• Team chat: everyone in the workspace can pick a live workforce in Team chat.
• The run API: send a message from your own code with a project API key. See Give a workforce a task.
• Schedules and webhooks: add them in the Run tab. They work the same way as an agent's triggers.
• Share link: a chat page with its own link and QR code, set up in the Run tab. See Share a chat link.
• Website chat: a chat button on your own website, set up in the Run tab. See Add chat to your website.

Customers on the share link and website chat talk to the whole team: the start box routes each new chat, and hand-overs work as they do everywhere else. The greeting is the first agent's welcome message, and it always says that the customer is chatting with AI.

Tasks, approvals and costs

A workforce conversation is one task. In Tasks, it shows the workforce's name and the path of agents, such as Asha → Ravi, and you can filter by workforce. The task page lists every hand-over and every step, and labels each reply with the agent that wrote it.

• Approvals follow each agent's own settings. If Ravi's replies ask first, Ravi's reply waits in Needs approval, even though Asha answered first.
• Cost is counted for each agent as usual, and the task's cost includes every agent that worked on it. The per-task spending cap covers the whole conversation.

Who can do what

• Owners, Admins and Builders can create, change, test, duplicate, publish, pause and resume workforces, and manage their triggers.
• Viewers can see workforces, their versions and their tasks, and chat with live workforces in Team chat.
• Only Owners and Admins can delete a workforce. Its agents and past tasks stay.
• You can't delete an agent while a workforce uses it. Remove it from the workforce (and publish the workforce, if the live version has it) first.

Later

Planned. A team of its own for each channel, teams that can hand work to a person and pick it up again, and "for each item in a list" (research five leads at once).