Crews

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What Is a Crew?

A Crew is a small team of AI agents on one campaign. 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 conversation; the next member picks up with everything said so far. Every campaign starts as a single agent, and most 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, and the first one in the list answers the call. Every member has:

• A name. An internal label. The caller never hears it, so put the name your agent introduces itself with in the first member’s instructions.
• Its own instructions. Written like campaign instructions, scoped to that member’s job. Up to 8,000 characters.
• Handoff rules. The teammates this member can pass the call to, each with a plain-language condition.
• Knowledge base access. Which of the campaign’s knowledge bases this member reads.

Members share the campaign’s voice, language and call settings, so the call sounds the same after a handoff.

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Handoffs

Each handoff rule names a destination member and a condition. Write the condition as a sentence about 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 member decides during the call whether that moment has arrived. Base conditions on what the caller says and wants, never on call length. “After a few exchanges” gives the agent nothing to recognize. A member with no handoff rules keeps the call until it ends, which suits a closer or a wrap-up member. Handoffs are always silent. The next member just answers the caller’s last point; it won’t greet them again or mention a colleague, even if its instructions ask it to announce the transfer. On a Live campaign, the first reply after a handoff takes a little longer than a normal one. Design the flow to move forward. In a stage-style Crew (open, then present, then close), give each member only the rules that move the call to the next stage, and let it answer ordinary questions itself. Members that hand the call backward as well as forward tend to pass the caller around. Each call has a handoff budget: 10 by default, or a lower cap down to 1. Once it’s spent, the active member finishes the call. A member also can’t hand the call straight back to the teammate who just passed it.

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The Knowledge Base

Knowledge base access is set per member:

• One knowledge base attached. Each member gets an on or off switch.
• Two or more attached. Each member gets a checklist of the attached knowledge bases. 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 has no reason to carry your product catalog on every reply. Give the price sheet to the member that quotes prices and the policy guide to the one handling complaints.

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Where to Find It

In the dashboard, Crews live in the campaign editor on the prompt step. Enable the Crew, add members, write their instructions and set the handoff rules. Saving the campaign saves the Crew. Over the API, a Crew is the crew object in the campaign config or on a single call; see Crew.

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Limits

A Crew that breaks a limit or rule is refused, never run as a single agent. Saving it on a campaign or sending it with a call returns a 400 naming the rule. If a Crew already stored on a campaign fails the checks, the call is refused before it dials with the code CREW_CONFIG_INVALID. Turning a Crew off returns the campaign to a single agent on the next call, and your original campaign instructions stay as they were.

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Next Steps