Crews

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What Is a Crew?

A Crew is a small team of AI agents working the same campaign. Instead of one agent carrying every script, policy, and edge case, each member handles one part of the conversation and passes the live call to the teammate best placed to continue. The caller hears one voice and one continuous conversation. The handoff happens mid-call, and the next member picks up with everything said so far. Crews are opt-in. Every campaign starts as a single agent, and most campaigns work best that way. Reach for a Crew when one agent’s instructions have grown so long that answers get muddy.

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The Member Model

A Crew has 2 to 5 members. The first member in the list answers the call. Every member has:

• A name. Used inside the team so members know who they can hand the call to. The caller never hears it unless a member introduces itself.
• Its own instructions. Written the same way you write campaign instructions today, but scoped to that member’s job. Up to 8,000 characters per member.
• Handoff rules. A list of teammates this member can pass the call to, each with a plain-language condition describing when.
• Knowledge base access. Controls what this member reads from the campaign’s attached knowledge base. With one knowledge base attached, this is a simple on or off. With two or more attached, you pick exactly which ones this member carries.

Members share the campaign’s voice, language, and call settings. A handoff changes who is thinking, not how the call sounds.

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Handoffs

Each handoff rule names a destination member and a condition. Write the condition as a sentence about the conversation, describing the moment the call should move:

• “When the caller agrees to book a time”
• “When the caller asks a detailed pricing or product question”
• “When the caller raises a complaint about a past order”

The active agent reads its own rules and decides during the call whether the moment has arrived. Base conditions on what the caller says and wants, never on how long the call has run. “After a few exchanges” or “once three questions are answered” gives the agent nothing concrete to recognize, and calls rarely follow the length you predict. A member with no handoff rules keeps the call until it ends. That is normal for a closer or a wrap-up member. Handoffs are silent by default. The next member picks up the conversation directly, and since every member speaks with the same voice, nothing marks the moment the call changes hands. Members do not announce a transfer or mention a colleague. If you want a member introduced by name instead, say so in the instructions of the member handing the call over, and it will make that introduction before passing the call. Choose one way per Crew: leave the instructions silent for a seamless single-person call, or write the introduction in for a warm-transfer feel. Design the flow to move forward. In a stage-style Crew (open, then present, then close), give each member only the handoff rules that move the call to the next stage, and let each member answer the ordinary questions in its own stage rather than passing them back. Members that hand the call backward as well as forward tend to pass the caller around; a clean Crew reads as one steady progression. Each call also has a handoff budget. By default a call can hand off 3 times; you can set the cap anywhere from 1 to 10. Once the budget is spent, the active member finishes the call on its own. The platform also blocks a member from bouncing the call straight back to whoever just passed it, so two members cannot trade the caller back and forth.

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The Knowledge Base

The campaign’s knowledge base attaches per member, not per campaign. Each member reads only the part its job needs. How you choose depends on how many knowledge bases the campaign has attached:

• One knowledge base attached. Each member gets a simple on or off switch. Turn it on for the members that answer factual questions and off for everyone else.
• Two or more attached. Each member gets a checklist of the attached knowledge bases by name. Tick the ones that member should carry. Leave every box unticked and the member carries none.

This is where knowledge-heavy campaigns save the most. A greeter that only opens the call and routes it has no reason to carry your full product catalog on every reply. Give the price sheet to the member that quotes prices and the policy guide to the member that handles complaints, and every member stays lean, answers faster, and is less likely to reach for the wrong document.

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Where to Find It

Crews live in the campaign editor, on the prompt step. Enable the Crew, add members, write each member’s instructions, and set the handoff rules between them. Saving the campaign saves the Crew with it.

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Limits

If a Crew configuration is incomplete, the campaign runs as a single agent using the campaign’s normal instructions. Calls never fail because of a Crew setting.

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Solo by Default

Crew is a switch, not a migration. Campaigns without a Crew behave exactly as they always have, and turning a Crew off returns the campaign to a single agent on the next call. Your original campaign instructions stay untouched either way.

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Next Steps