Squads
A routing graph in front of several AI agents, built on a canvas.
A squad is a workspace-level router that sits in front of several AI agents. An inbound conversation reaches the squad, the squad decides which specialist agent should handle it, and that agent takes the conversation.
Reach for a squad when one agent's persona and playbook are not enough to serve every kind of question your customers ask.
Squads live at Squads in the sidebar.
Building one
Create a squad with a name and an optional description. Names are unique in the workspace. A new squad starts with a single intent router node on its canvas.
Open the squad and you get a node canvas. Add node offers four kinds:
| Node | What it is |
|---|---|
| Start | The entry point for inbound conversations. |
| Agent | A specialist agent from your workspace, live or draft. |
| Integration | An action against an external system. |
| End | A terminal outcome: resolved, handed off to a human, or abandoned. |
Wire nodes together by dragging an edge between them. Select an edge to label it with the intent that should take that branch. Select a node to edit its properties.
An agent already on the canvas is not offered again in the Add node menu, so a squad cannot list the same agent twice.
Templates
Start from template drops a pre-wired skeleton onto the canvas: a basic support flow, an intent router across several agents, or a refund flow with a human gate. Everything a template puts down can be renamed, rewired or deleted afterwards.
Applying a template discards what is already on the canvas, and the dialog says how many nodes that is before you confirm.
Saving
The canvas edits locally and saves in one step. Press Save, or use
Ctrl+S or Cmd+S. The button reports whether the save went through.
If your role cannot edit squads, the editing controls are absent rather than disabled, so you are not invited to spend twenty minutes arranging a graph that cannot be kept.
Enabling and deleting
A squad carries an enabled flag. Deleting a squad is admin only.
Where a squad is used
Point a widget or a phone number at the squad rather than at a single agent. Those surfaces belong to the AI agent side of the product and are not covered by these helpdesk guides.