Orchestration

The Orchestration panel lets you define rules for agent behavior, escalation paths, and coordination between agents.

What Orchestration Controls

Rule Type	Purpose
Escalation rules	When to escalate to other agents or humans
Handoff conditions	Automatic routing based on intent, sentiment, or custom conditions
Approval requirements	Which actions need human sign-off before executing
Workflow triggers	Multi-agent coordination patterns

Rule Types

Escalation Rules

Define when an agent should escalate to a supervisor or human. Common triggers include: too many failed attempts, specific intents (billing disputes, legal questions, security incidents), or explicit user request for a human.

Handoff Rules

Automatic routing based on detected conditions. For example, technical support questions go to the tech-support agent, billing inquiries go to the billing agent, and negative sentiment conversations go to the retention agent.

Approval Requirements

For sensitive actions (issuing refunds, modifying accounts, accessing sensitive data), you can require human approval before the agent proceeds. Specify which actions need approval and who can approve them.

Configuring Orchestration Rules

Via the Dashboard

1. Open Studio > Orchestration tab
2. Select the rule type you want to add (escalation, handoff, or approval)
3. Define the conditions that trigger the rule
4. Set the target (another agent, a human, or an approval workflow)
5. Save and test with sample scenarios

Escalation Configuration

Setting	Description
Max Attempts	Number of failed attempts before escalating
Intent Triggers	Specific intents that trigger immediate escalation
Target Agent	Which agent receives the escalation
Escalate to Human	Whether to route to a human instead of another agent

Handoff Configuration

Setting	Description
Condition	Expression to evaluate (intent, sentiment, custom data)
Target Agent	Which agent receives the handoff
Priority	Order in which conditions are evaluated

Approval Configuration

Setting	Description
Actions	Which actions require approval
Approvers	List of users or roles who can approve
Timeout	How long to wait before the approval request expires

Best Practices

1. Clear conditions -- make escalation triggers explicit and testable
2. Fallback paths -- always have a fallback (usually a human)
3. Test thoroughly -- verify rules work as expected with edge cases
4. Monitor -- track escalation rates to tune rules over time

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