Squads
Squads let you group multiple assistants together to handle complex call scenarios — like transferring between a greeter, a specialist, and a closer.
When to Use Squads
Use a squad when:- Different parts of a call need different expertise
- You want automatic handoffs between assistants
- Complex routing logic is needed (escalation, fallback)
- Multiple departments handle different caller intents
How Squads Work
A squad consists of:- Members — the assistants in the squad
- Primary Assistant — the entry point (first to handle the call)
- Routing Strategy — how calls move between members
- Handoff Rules — when and why to transfer
Routing Strategies
| Strategy | Behavior |
|---|---|
| Sequential | Assistants handle calls in a defined order |
| Parallel | Multiple assistants available simultaneously |
| Conditional | Route based on caller intent or rules |
Squad vs Single Assistant
| Feature | Single Assistant | Squad |
|---|---|---|
| Simple calls | ✅ Best choice | Overkill |
| Multi-department | ❌ Limited | ✅ Perfect |
| Escalation flows | ❌ Manual | ✅ Automatic |
| Handoffs | ❌ Not supported | ✅ Built-in |
Assigning to Phone Numbers
Squads can be linked to phone numbers just like individual assistants. When a call comes in, the squad’s routing strategy determines which assistant handles it.Create a Squad
Set up your first multi-assistant squad
Routing Strategies
Configure how calls flow between assistants