Agent teams

Choose your number strategy #

An agent team links the coordinator and its specialists. The coordinator provides the opening line and voice. Korenact AI selects a member for each supported request, and that member's own rules decide what it can answer or execute. Membership grants no additional permissions.

Existing installations retain single-agent handling until an administrator configures a default or assigns a team. Team members are selected explicitly; newly created agents must be linked to the team before participating.

Prepare the linked agents #

1. Open Agents and create the roles your clients need.
2. Open each agent. Review its name, greeting, handled requests, enabled actions, and attached rules.
3. Use Requests and actions to give each specialist a clear job. A scheduling specialist can handle appointment requests while a billing specialist handles billing questions.
4. Open its rules to permit the actions and their required data access. Configure identity verification and staff approval where needed.
5. Enable Voice and/or SMS on every member that should handle those channels. Activate the coordinator and the participating specialists.
6. Verify any provider connection needed for an action in Connections.

Paused or draft specialists are excluded. A coordinator must be active with local organization rules on the incoming channel. A voice-only member cannot receive SMS tasks.

Create the team #

1. On Agents, find Agent teams.
2. Enter a Team name, for example Client services.
3. Check the agents under Linked agents that should participate, or choose Select all to link every current agent at once.
4. Choose a Coordinator from those linked agents.
5. Leave Team enabled checked, then select Save team.
6. Review the saved member count and coordinator. Select Edit to change membership or pause an unused team.

Owners and administrators configure teams and number routing. Team creation does not activate its agents or connect providers automatically. Keep teams with conversation history for audit; they cannot be deleted through the API.

Connect one number or all numbers #

1. For one number, open Numbers, find the line, and choose the team under Agent teams in its assignment selector. The selection saves immediately.
2. For an organization default, return to Agents → Organization default, choose the team, and select Save routing.
3. On Numbers, set the lines that should inherit it to Organization default. New numbers use this setting by default.
4. To require the same team everywhere, check Require this team on every current and future number and save routing.
5. When this is required, number selectors are locked to the organization default. Switch the requirement off and save before choosing individual overrides.
6. Keep the existing Telnyx voice and messaging webhook URLs. Teams do not need separate carrier callbacks.

Number ownership, active status, and channel switches still apply. Linking several numbers does not merge conversations or caller records across those numbers. This release uses organization-level knowledge and configured provider connections; separate branch calendars and branch-only knowledge are not created by assigning a team.

What callers experience #

The same call or SMS thread can move from a scheduling request to a billing question without asking the caller to dial another number. The public voice stays with the coordinator. Specialist names and routing reasons are visible to staff in conversation details.

For an explicit request such as “What are your hours and how much does a visit cost?”, supported distinct clauses can be handled in order and combined into one reply. Up to four clear requests are processed together. Ambiguous wording is clarified rather than treated as several authorized operations.

When a task needs missing details or identity verification, its agent stays responsible and remaining requests wait. Verification answers are not sent to classification models. A specialist requiring stronger identity checks asks for those checks before accessing records. A request awaiting staff approval or provider reconciliation stops automatic task processing.

Caller cancellation clears pending tasks. Emergency language and the coordinator's prohibited topics take the safety path before delegation. Each selected specialist also applies its own prohibited topics and action permissions. Transcript retention follows the shortest rule encountered.

Test and review before launch #

1. Use Test a team on Agents. Choose the team and channel. Optionally enter a controlled contact's phone number when testing identity verification.
2. Enter a simple knowledge question for one specialist and select Send request.
3. Enter a different supported request in the same conversation. Confirm the responsible specialist changes appropriately.
4. Test a multipart knowledge question, a task with missing details, and a cancelled request.
5. Follow View participating agents and actions. Review the agent names, routing reasons, rules, and provider outcomes.
6. Use a controlled live call and SMS on each intended number. Verify both Telnyx channel configuration and organization channel readiness.

Specialists can execute only implemented, verified integrations. Team linking does not itself add live billing, clinical, or CRM access. Configure an appropriate provider or an approved external webhook, or route to staff.