Organise agents into a crew

A crew is a group of agents that can hand calls to each other — for example, a receptionist agent that transfers to a booking specialist or a billing agent.

Create a crew

1. In the sidebar, click Crews, then create a new crew and give it a name.
2. Add your lead agent to the canvas — it isn't added automatically.
3. Add the other agents that should be part of the crew.
4. Draw a connection from one agent to another to create a transfer between them. This writes a real transfer into the source agent's call flow immediately — it's the same as adding a Call transfer function by hand, and it's live as soon as you draw it.
5. Click into a connection to name the transfer and set when it should trigger, the same way you would for any other transfer.
6. Click Save. This saves the crew's name — your agents and their connections are already saved as soon as you make them.

Removing an agent from a crew

Removing an agent from the crew also removes any transfer connections pointing to it from the other agents' live call flows. Check each remaining agent's transfers afterward to confirm they still route where you expect.

Related: Create a call flow, Configure transfers, Review call history.