> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usecrew.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Employees & Agents

> Your always-on workforce for voice, text, and chat

# 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.

<CardGroup cols={2}>
  <Card title="Inbound Agents" icon="phone-volume" href="/voice/ai-receptionist">
    **The AI Receptionist.** Answers calls 24/7, screens spam, answers questions, and books appointments directly on your calendar.
  </Card>

  <Card title="Outbound Agents" icon="phone-arrow-up-right" href="/voice/outbound-calls">
    **The Sales Rep.** Proactively calls leads, sends appointment reminders, and handles revenue recovery sequences.
  </Card>

  <Card title="SMS Agents" icon="message-sms" href="/integrations/twilio">
    **The Text Coordinator.** Manages 2-way text conversations for scheduling, updates, and customer support.
  </Card>

  <Card title="Chat Agents" icon="message-bot" href="/integrations/web-chat">
    **The Web Concierge.** Sits on your website to capture leads and answer questions instantly.
  </Card>
</CardGroup>

## 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

<Note>
  **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?"
</Note>

### Lead Qualification

<Note>
  **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?"
</Note>

## 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:

1. **Inbound Agent** answers a missed call.
2. If the caller books an appointment, the **SMS Agent** sends a confirmation.
3. The **Outbound Agent** calls the day before to remind them.