Using several AI agents together (Teams)

Users and Owners in your clinic can create teams. A team helps when a single AI agent would need very long instructions. For example:

• A reception agent answers, finds out why the patient is calling and passes the call on.
• A French-speaking agent takes patients who prefer French.
• An appointments agent books, changes and cancels appointments.

Create each agent first on the Voice Agents page, with its own instructions, voice and actions. See Creating your AI agent. In the team, each agent keeps its own instructions, voice and actions.

Inside a team, a call is only passed from one AI agent to another. To pass a call to a person, see Passing calls to the front desk or a colleague.

1. In the menu on the left, click Teams.
2. Click New Team.
3. In Team Name, type a name, such as “Main line”.
4. In Start Member, choose the agent that answers every call first, for example your reception agent.
5. Click Create Team. The team builder opens, with a card for that agent marked Start.

You don’t need the Teams and Variables buttons at the top of the team builder. Leave them as they are.

1. On the card of the agent marked Start, next to Handoff Tools, click Add. A panel opens on the right.
2. In Destination, choose the agent that should take the call. It’s added to the team. AlloMia fills in Function Name for you: leave it as it is.
3. In Description, write in plain words when to pass the call. For example: “Pass the call when the patient wants to book, change or cancel an appointment.” Your AI agent reads this to decide when to pass the call.
4. Leave Context Plan on All Messages. The next agent then knows everything the patient has already said. With No Context, it starts from scratch and the patient has to repeat.
5. Click Add Handoff.
6. Repeat for each agent that the first one can pass calls to. To let an agent pass the call back, for example to reception, add a handoff on that agent’s card too.
7. Click Save at the top right. The Unsaved changes label goes away.

1. In the menu on the left, click Phone Numbers.
2. At the end of your clinic’s number row, click the menu button, then Assignment.
3. In the Call Assignment window, choose your team in the Teams part of the list.
4. Click Assign, or Reassign if the number already had an agent.

From now on, the agent marked Start answers every call to this number. You need an active subscription to assign a number. For more details, see Choosing which AI agent answers a number.

• The agent marked Start answers the call, as usual.
• When the patient’s request matches one of your descriptions, the agent passes the call. The patient stays on the same call: the next AI agent simply takes over, maybe with a different voice.
• The next agent starts the way it’s set to answer the phone, in First Message Mode on its Conversation tab. With Static Greeting, the patient hears that agent’s greeting. With Wait for User, the agent waits until the patient speaks. With Model-Generated Greeting, it greets the patient in its own words. See Changing how your AI agent answers the phone.
• Some settings apply to the whole call and always come from the agent marked Start: what happens when a caller goes quiet, the longest a call can last, and whether the call is recorded. See When a caller goes quiet or a call runs long.

1. Click Save first: the test uses the saved team.
2. At the top of the team builder, click Call. In the window that opens, click Call again. If your browser asks to use your microphone, allow it.
3. Talk as a patient would, and ask for something another agent handles, such as an appointment.
4. Check that the call is passed, and that the next agent knows what you already said.
5. Click End call when you’re done.

In Call Logs & Analytics, calls answered by a team show the team’s name with a Team label in the Agent column.

• The call is never passed: make the Description clearer and more specific, then click Save. A handoff only works from the agent whose card it’s on, so check that it’s on the right card. You can also say in the first agent’s instructions when to pass the call.
• The patient has to repeat everything: click the handoff on the agent’s card, set Context Plan to All Messages, then click Save.
• Patients still reach only one agent: in Phone Numbers, check that your clinic’s number is assigned to the team, not to an agent.
• Your latest changes aren’t in the test: click Save, then test again.
• Call is grey and you can’t click it: point to it with your mouse to see why.