What are Squads?
A Squad is a team of specialised AI agents that work together on a single call. Instead of one AI trying to do everything, the call gets routed through agents that are each experts at one thing. Think of it like a real office: the receptionist greets you, the booking manager handles your appointment, the billing team answers price questions, and someone else transfers you to the boss. Squads work the same way — but it is all AI.How Squads work
When a caller rings your AI number with Squads enabled, here is what happens:Greeter picks up
The Greeter agent answers with your greeting message and asks the caller what they need. This is a quick, friendly interaction — just like a receptionist saying “How can I help?”
Caller is routed
Based on what the caller says, they are transferred to the right specialist agent. The handoff is seamless — the caller does not hear any hold music or transfer noises.
Specialist handles the request
The specialist agent (booking, pricing, general info, etc.) takes over and handles the conversation using deep knowledge of that specific area.
The Squad agents
| Agent | What it handles | Example caller request |
|---|---|---|
| Greeter | Initial welcome, figures out what the caller needs | ”Hi, thanks for calling! How can I help?” |
| Booking Agent | Appointments, scheduling, availability checks | ”I need to book a boiler service” |
| Info Agent | Pricing, services, hours, FAQs, policies | ”How much does a bathroom fitting cost?” |
| Transfer Agent | Connects to a real person when AI cannot help | ”I need to speak to the manager” |
Single mode vs Squad mode
Single Mode (default)
One AI handles everything
- Simpler to set up
- Works well for most small businesses
- The AI answers greetings, bookings, pricing, and FAQs all in one conversation
- Can occasionally get confused on complex calls with multiple topics
Squad Mode
Specialised agents for each task
- Better accuracy on complex calls
- Less hallucination (each agent focuses on one thing)
- Faster responses (smaller, focused knowledge per agent)
- Best for businesses with lots of services or complex booking rules
When should you use Squads?
Use Squads if:- Your business offers many different services (more than 10)
- You have complex booking rules (different appointment types, durations, staff members)
- Callers often ask about multiple topics in one call
- You have noticed the AI occasionally getting confused or giving wrong information
- Your business is straightforward (one or two services)
- Most calls are simple (book an appointment or ask a quick question)
- You are just getting started and want to keep things simple
How to enable Squads
Configure each agent
Each agent uses your Knowledge Base automatically. You can customise the handoff phrases if you want (for example, the Greeter’s exact wording when transferring to the Booking Agent).
Benefits of Squads
- Less hallucination — each agent has a focused job, so it is less likely to make things up
- Faster responses — agents only load the knowledge they need, so they respond quicker
- Better accuracy — the Booking Agent only thinks about bookings, so it does not mix up pricing with scheduling
- Natural handoffs — callers experience a smooth transition, just like being transferred to the right department
Squads use the same Knowledge Base as Single mode. You do not need to create separate knowledge for each agent — they automatically pull the relevant articles for their speciality.