AI Employees & Agents
In Crew, Agents are the AI employees that interact with your customers. They are intelligent, always-available team members capable of handling complex conversations, booking appointments, and following your business rules. We designed Crew to give you a complete AI Workforce that scales infinitely.Types of AI Employees
Crew provides specialized agents for every communication channel.Inbound Agents
The AI Receptionist. Answers calls 24/7, screens spam, answers questions, and books appointments directly on your calendar.
Outbound Agents
The Sales Rep. Proactively calls leads, sends appointment reminders, and handles revenue recovery sequences.
SMS Agents
The Text Coordinator. Manages 2-way text conversations for scheduling, updates, and customer support.
Chat Agents
The Web Concierge. Sits on your website to capture leads and answer questions instantly.
Capabilities Matrix
Different agents have different skills, but they all share the same “Brain” (your business knowledge).| Capability | Voice | SMS | Chat |
|---|---|---|---|
| Natural Conversation | ✅ | ✅ | ✅ |
| Knowledge Base Access | ✅ | ✅ | ✅ |
| Appointment Booking | ✅ | ✅ | ✅ |
| Lead Capture | ✅ | ✅ | ✅ |
| Call Transfer | ✅ | — | — |
| Live Transcription | ✅ | — | — |
| Bulk Campaigns | ✅ | ✅ | — |
Anatomy of an Agent
Every AI Employee is built with three core components:1. Identity (Persona)
Who they are. You define their name, voice, and personality.- Voice: Choose from ultra-realistic voices (Alloy, Echo, Shimmer, etc.)
- Tone: Professional, Friendly, Urgent, or Empathetic.
- Context: “You are Sarah, the front desk coordinator for [Business Name].“
2. Brain (Knowledge)
What they know. Agents instantly “know” everything about your business by reading your website or documents.- Business Hours & Location
- Services & Pricing
- Cancellation Policies
- FAQs
3. Skills (Actions)
What they can do. Agents can take real-world actions.- Schedule: Read/write to Google Calendar, Cal.com, etc.
- Transfer: Route complex calls to human staff.
- Notify: Send SMS or email summaries after calls.
Interactive Examples
Appointment Booking
Caller: “I need to schedule a cleaning for next Tuesday.”AI Agent: “I can help with that. I have an opening at 10:00 AM or 2:00 PM next Tuesday. Which do you prefer?”
Lead Qualification
Caller: “How much is a roof replacement?”AI Agent: “It depends on the size and material. To give you an accurate quote, I’d like to have one of our specialists come out for a free inspection. May I get your name?”
Voice Options
Crew offers a range of natural-sounding voices to match your brand.| Voice | Style | Best For |
|---|---|---|
| Alloy | Balanced & Clear | General business, versatile |
| Echo | Warm & Friendly | Healthcare, customer service |
| Shimmer | Soft & Calming | Wellness, spas, luxury |
| Ash | Confident & Direct | Professional services, legal |
| Ballad | Expressive & Dynamic | Sales, energetic brands |
| Coral | Bright & Energetic | Retail, hospitality |
Multi-Agent Workflows
You can combine agents to create powerful workflows:- Inbound Agent answers a missed call.
- If the caller books an appointment, the SMS Agent sends a confirmation.
- The Outbound Agent calls the day before to remind them.