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AI Agents · Multi-Agent Teams

A team of AI specialists behind one number.

Your front-desk agent works out what each caller needs and hands them to the right specialist, such as sales, support, bookings or another language, with a spoken handover. The specialist can hand them back, or on to the next. One call, no phone menu, and nobody repeating themselves.

Multi-agent teams on Pro
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One number · Warm handover between agents · One call, one bill

Front desk handing a caller to a specialist agent

The short answer

What are Frontly multi-agent teams?

Multi-agent teams put several specialist AI agents behind one phone number. A front-desk agent works out what the caller needs and hands them to the right specialist, such as sales, support or a Mandarin agent, with a spoken handover so they never repeat the key facts. The specialist can hand them back, or on to another agent you approve. It stays one call, billed once. Available on the Pro plan.

The problem

One agent trying to do everything gets complicated fast

A single call flow that handles sales, support, bookings, accounts and every language grows long, fragile and hard to change. The usual alternative, a press-1-press-2 phone menu, frustrates callers and still sends them to the wrong place.

Frontly splits the job across a team of specialist agents, and hands each caller to the right one.

One number fronts the whole teamSpoken handover, no hold musicHand back or hand onOne call, billed once

Specialists

A specialist for every kind of call

Give each job its own agent: sales, support, bookings, accounts, or a language. Each one has its own instructions, knowledge and voice, so each stays short, simple and easy to change, instead of one giant call flow trying to do it all.

  • Only the front desk needs a phone number
  • Each specialist has its own workflow, knowledge and voice
  • Change one specialist without touching the rest

A front desk and its specialist agents

Warm handover

Handed over, not passed around

The caller hears "One moment, connecting you", then a quick spoken summary of why they are being handed over, then the specialist's greeting. No hold, no silence, and the specialist already knows who is calling and why.

  • A handover line covers the switch, with no dead air
  • The caller's name and details go with them
  • Every handover is recorded against the call

A spoken handover between agents

Back and on

Hand back, or hand on

When the specialist is done, it can return the caller to the agent that handed them over, or pass them on to the next specialist you allow. However many handovers happen, it stays one call, billed once.

  • Return the caller to the agent that handed over
  • Pass them on to the next approved specialist
  • One call and one bill, however many handovers

A caller handed back to the front desk

You stay in control

You decide who hands to whom

Each agent can only hand callers to the agents you approve. That list is set in the builder and checked on every call, so a caller cannot talk an agent into sending them somewhere it should not.

  • Approved handovers set once in the builder
  • Checked again on every live call
  • A caller cannot redirect the call by asking

Approved handovers between agents

How it works

How a call moves through your team

1

The front desk greets the caller

Your front-desk agent answers your number and works out what the caller needs, in their own words, with no menu.

2

It hands them to the right specialist

A spoken handover passes the caller and the key facts to the specialist agent you approved for that kind of call.

3

The specialist finishes the job

It books, answers or takes the details, then hands the caller back or on if they need something else, all on the same call.

Envision it in your business

What a team of agents looks like

One published number, a specialist for every kind of caller.

Hospital or medical centre

One switchboard number. The front desk sends outpatient bookings to an appointments agent, bill questions to an accounts agent, and visiting hours to an information agent. Anything urgent goes straight to your staff.

Bank or credit union

Home loan enquiries go to a lending agent, card questions to a cards agent and branch questions to a branch agent, each answering from its own approved information. A lost card goes straight to your team.

Hear the banking demo

Hotel group

A reservations agent takes bookings, an events agent handles weddings and conferences, and a guest services agent looks after people already staying, all behind the hotel's main number.

Council or public service

Rates, waste collection and permits each get their own agent, so a resident asking about a missed bin never waits behind a planning question.

Clinic serving several languages

A caller who says "Mandarin please" is handed to your Mandarin agent, which carries on the call in Mandarin.

How languages work

Real estate agency

Buyers go to a sales agent, tenants to a property management agent, and maintenance requests to an agent that captures the job for the right trade.

Frontly Enterprise

A team of agents across a whole organisation?

Frontly Enterprise runs agent teams across every department and location, each with its own knowledge and hours, connected to your own systems during the call.

Explore Frontly Enterprise

SET UP AROUND YOUR INDUSTRY, WITH YOU

The industries where it matters most

The industries where this changes the most calls, and why their phones are different.

AI IVR to replace your phone menu

Callers should say what they want, not learn a menu tree to get to it.

See the industry page

IT answering service for MSPs

A priority-one outage cannot sit in voicemail while the on-call engineer is on another ticket.

See the industry page

After-hours answering service

Calls keep coming after you close, and an on-call roster is an expensive way to catch them.

See the industry page

Answering service for tradies

You cannot answer a phone with your hands in a switchboard, and the caller rings the next trade on the list.

See the industry page

FAQ

Frequently asked questions

The Pro plan. Starter and Standard run one inbound agent. Transferring a call to a person on your team is a separate feature, available on every plan.

No. The agent speaks a short summary of why the caller is being handed over, and the caller's name and details go with them, so the specialist picks up already knowing the key facts. The specialist receives that summary rather than the full transcript.

Yes. A specialist can return the caller to the agent that handed them over, if you allow returns, with a short summary of what happened. It can also pass them on to another specialist you approve.

No. However many times a caller is handed between agents, it stays one call, billed once on its total minutes. A handover adds no extra minutes and no separate charge.

Yes. A caller who says, for example, "Mandarin please" is handed to your Mandarin agent, which then speaks Mandarin. A greeting that invites callers to say their language makes the handover quick.

No. Each agent can only hand callers to the agents you approved in the builder, and that list is checked again on every live call, so a request to go anywhere else is refused.

There is no platform limit. We recommend keeping any one call to three or four handovers, because each takes up to a second, which the handover line covers.

Yes. Frontly records every handover against the call, so you can see which agents held it and why it moved.

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