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The Team Map

Visually route conversations between agents, humans, and widgets.

5 min readUpdated May 21, 2026

The Team Map is your routing diagram. Every box is either an AI agent, a human teammate, or a widget like Book Appointment. Every line is a handoff rule that says "when X happens, hand the conversation to Y".

Team Map with three agents and a human node
A typical Team Map for a small business: one greeter, one specialist, one human owner.

Drawing a connection

Drag from the right edge of one node to the left edge of another. A coloured line appears, the side panel opens, and you write the handoff rule in plain English.

Connection rule editor on the right side panel

Tips for writing handoff rules

  • Write rules in plain English, not pseudo-code. "When the customer asks about prices over $1000, hand off to Sales" is fine.
  • Be specific. "When the customer is angry" beats "when the conversation is hard".
  • Stack rules from most-specific to least-specific. The most-specific one wins.