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Squads are groups of agents that collaborate to handle a conversation. Instead of exposing separate agents on each channel, you create a squad and connect that squad to WhatsApp, Instagram, or a widget. From there, the platform decides which agent responds at each moment — and when to transfer the conversation to another agent within the group.

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Core concepts

  • Squad: a set of two or more agents with a shared service purpose.
    • Each agent in the squad maintains its own LLM model configuration, personality, and tools.
    • The limit is 20 active agents per squad.
    • A channel can only be linked to one squad at a time.
  • Agent role in the squad: defines the function the agent performs within the group.
    • manager — leads routing in hierarchical mode. Central triage point.
    • principal — coordinates without rigid hierarchy in horizontal mode.
    • member — specialist agent that receives delegated or routed tasks.
    • specialist — member variant with declared competencies for criteria-based routing.
  • Handoff: transfer of a conversation from one agent to another. Logged with source agent, destination, and reason.
  • Squad ID: unique identifier of the squad, used when linking channels programmatically via API.

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Operation modes

The mode determines how routing happens within the squad. The choice is made at creation and affects the required role structure.
  • Hierarchical (hierarchical):
    • A manager agent receives all messages and decides which member to forward to.
    • The end user interacts with a single entry point — triage happens behind the scenes.
    • Requires exactly one manager to be defined before the squad is activated.
    • Ideal for: support with specialized queues, service with gradual escalation.
  • Horizontal (horizontal):
    • A principal agent coordinates, but all members can be triggered directly.
    • Routing uses criteria such as language, channel, time, or contact tags.
    • Requires exactly one principal to be defined before the squad is activated.
    • Ideal for: teams with similar competencies, load distribution by criteria.

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Why use squads?

  • Resolve complex conversations that require more than one specialty without scaling the prompt of a single agent.
  • Create single entry points per channel while multiple specialists work in parallel.
  • Log and audit every handoff, identifying bottlenecks in the service flow with real data.