OVA Squads
Example Use Case:
Squads help you manage complex workflows by dividing tasks among multiple specialized agents. Instead of putting all functionality into one agent, you can split it into smaller, focused agents that handle specific parts of a conversation.
Example Use Case:
One agent qualifies a lead.
If the lead is qualified, the conversation is transferred to another agent for booking an appointment.
Squads allow agents to transfer a call seamlessly, while keeping the conversation context intact. This makes handling complex tasks easier and more organized.
How to Use Squads
Create a Squad when starting a call and list the agents as
members.The first agent starts the call, and other agents are defined for specific tasks.
Assign transfer destinations to each agent, specifying when and where to transfer the call.
Example Configuration:
{
“squad”: {
“members”: [
{
“agentId”: “info-gathering-agent-id”,
“agentDestinations”: [
{
“type”: “agent”,
“agentName”: “Appointment Booking”,
“message”: “Transferring you to our appointment booking agent.”,
“description”: “Transfer after the user provides their name.”
}
]
},
{
“agent”: {
“name”: “Appointment Booking”
}
}
]
}
}
Best Practices
Group agents by related tasks to keep the flow simple.
Use as few agents as possible to avoid unnecessary complexity.
Ensure transfer messages are clear and straightforward.
