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What is Workforce?

Workforce allows you to create a multi-agent workflow where multiple AI voice agents work together to handle different parts of a conversation. Instead of building one large agent that handles every possible scenario, Workforce lets you connect multiple specialized agents together. Each agent focuses on a specific task, and conversations move between them based on defined conditions. For example:
  • A Greeting Agent that welcomes the user and gathers basic information
  • A Support Agent that answers product questions
  • A Cancellation Agent that handles refund or cancellation requests
By distributing responsibilities across agents, workflows become easier to maintain, more scalable and more reliable. Think of Workforce as building a team of AI employees working together in a coordinated flow.

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Why Use Workforce?

A single agent managing too many tasks can become:
  • Hard to maintain
  • Difficult to debug
  • Less reliable in complex scenarios
Workforce solves this by enabling specialized agents connected through logic-based routing. Benefits include:
  1. Modular Design: Each agent handles a specific responsibility.
  2. Better Maintainability: Update one agent without affecting others.
  3. Scalable Workflows: Add new agents as your use case grows.
  4. Smarter Routing: Conversations move automatically between agents based on conditions.

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Key Concepts

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Workforce Canvas

The Workforce Canvas is the visual workspace where you design your multi-agent flow. On the canvas you can:
  • Add agents
  • Connect agents together
  • Define conditions for transferring conversations
Each element on the canvas is represented as a node.

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Agent Nodes

Agent nodes represent the individual AI agents that handle conversations. Each agent performs a specific role in the workflow. Agents added to the workforce are imported from your existing agent library.

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Edges (Connections)

Edges connect agents together and define how conversations move from one agent to another. Each connection can include a condition that determines when the handoff should occur.

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Trigger Node

The Trigger Node is the starting point of the workforce. As of now, every workforce begins with an Outbound Call Trigger that is automatically added to the canvas when the workforce is created. This trigger represents the starting point of the workflow. From this node, you can connect the first agent that should handle the conversation.

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A. Creating a Workforce

  1. Navigate to Build -> Workforce section in the platform.
  2. Click + Workforce button.
  3. You will be asked to provide the name and description.
  4. After entering the details, click Create.
  5. You will be redirected to the Workforce Canvas.
A trigger node will already be present on the canvas. 

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B. Adding Agents to the Workforce

Agents used inside a workforce are imported from your existing agent library.

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How to Import an Agent

  1. On the Workforce Canvas, select the option to add an agent.
  2. Select an agent from your agent library.
  3. Confirm the selection.
The selected agent will appear as a node on the canvas.

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Linked Agent Behavior

Agents imported into a workforce are linked to the original agent in the Manage Agents library. This means:
  • The agent configuration cannot be edited from the workforce canvas.
  • Changes made to the agent in the Manage Agents page will automatically apply to all workforces where the agent is used.

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Editing an Imported Agent

To modify the agent configuration:
  1. Navigate to Manage Agents.
  2. Open the agent.
  3. Make the required changes.
  4. Save the agent.
The updated behavior will automatically reflect in all workforces where the agent is imported.

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C. Connecting Agents

Agents must be connected together to define how conversations move through the workflow.

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Creating a Connection

  1. Drag a connector from Agent A to Agent B.
  2. A connection will be created between the two agents.
After the connection is created, you can define the condition that determines when the handoff should occur.

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D. Conditional Handoff Between Agents

Conditional handoff allows conversations to move between agents when specific conditions are met. These conditions are written in natural language.

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How to Configure a Conditional Handoff

  1. Drag a connector from Agent A to Agent B.
  2. A label saying Add condition appears on the connection.
  3. Click the label.
  4. A configuration sidebar opens.
  5. Enter the condition and edge label.
  6. Save the configuration.

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Example Conditions

Examples of natural language conditions include:
  • “User asks for a supervisor”
  • “User wants to cancel the appointment”
  • “Sentiment is negative and the user mentions cancel”

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How the Handoff Works During a Call

If the condition defined on the connection is met during the conversation:
  • The conversation will automatically transfer to the next agent.
If the condition is never triggered:
  • The transfer will not occur.

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Data Passed During Handoff

When a conversation is transferred between agents, the system passes the complete context to the next agent, including:
  • Conversation transcript
  • Structured data extracted during the call
  • Session context
This allows the next agent to continue the conversation without losing information.

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Best Practices

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Use Specialized Agents

Each agent should handle a specific responsibility. Avoid building agents that handle too many tasks. Example:
  • Greeting Agent
  • Support Agent
  • Cancellation Agent
This keeps workflows simpler and easier to maintain.

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Write Clear Handoff Conditions

Use clear and specific conditions when defining agent transitions. Examples:
  • “User wants to cancel subscription”
  • “User requests appointment rescheduling”
  • “User asks to speak to supervisor”
Avoid vague conditions.

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Reuse Agents Across Workforces

If multiple workflows require the same agent behavior, reuse the same agent by importing it into different workforces. Any improvements made to that agent will automatically apply everywhere it is used.

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Summary

The Workforce feature allows you to design multi-agent workflows where specialized agents collaborate to handle conversations. With Workforce you can:
  • Create workflows composed of multiple agents
  • Visually design conversation flows
  • Transfer conversations between agents based on conditions
  • Reuse agents across multiple workflows
This modular approach makes complex voice automation systems easier to build, manage, and scale.