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.
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