Campaign types and capabilities

Two choices make an agent: what starts the call, and what the agent can do on it.

Every agent is built from two decisions, and they are independent.

1. The campaign type decides what starts the call. There are three.
2. Its capabilities decide what the agent can do once the call is live. You pick one or more.

Type first, then capabilities. The type is fixed once the agent exists; the capabilities you can add and remove whenever you like.

The three campaign types

What starts the call	Type	Send this
A tag lands on the contact in your CRM	Outreach	outreach
Someone rings your number	Inbound	inbound
An appointment gets booked on your calendar	Reminder	appointment

The third column is the value the API expects as agentType. Clicking around the dashboard, you can ignore it, the picker sends it for you. These three are the only accepted values.

The capabilities

A capability is one thing the agent can do on a call. Adding one is not just a prompt line: it installs the tool the agent calls, the fields it fills in afterwards, the route your campaign takes when it happens, and the setting it needs before it can run. All at once, or not at all.

Capability	What the agent can do	Needs
Appointment Booking (appointment_booking)	Offer real open times and book the one the lead accepts	A calendar
Live Transfer (live_transfer)	Warm-transfer the caller to a person, with a spoken intro	A destination number
Add Tag (add_tag)	Tag the lead in your CRM mid call, so your automations fire while the agent is still talking	At least one tag

Outreach and Inbound need at least one capability to start. Reminder always starts with Appointment Booking, because rescheduling is the job.

Stack them freely. An Outreach agent with Live Transfer and Add Tag can do both on the same call.

Capabilities decide which outcomes exist

This is the part worth internalising. A call can only end in an outcome its capabilities allow:

• Transfer is only a possible outcome when Live Transfer is installed.
• Booked and Rescheduled are only possible when Appointment Booking is installed.

Remove a capability and its outcome disappears from the campaign along with it. So the set you pick is not decoration, it is the shape of everything downstream. See What your agent records.

Capabilities are things the agent can do, not a ranked fallback chain. The agent does not try one and fall back to the next in a fixed order; it uses whichever fits the moment, guided by your prompt. If you want transfer attempted before booking, say so in the prompt.

Creating one through the API

Send the type and the capabilities together:

POST /api/agent-builder/agents
{
  "locationId": "loc_abc123",
  "name": "Roofing Follow Up",
  "agentType": "outreach",
  "capabilityIds": ["live_transfer", "add_tag"]
}

GET /api/agent-builder/agent-types returns the three types, each listing the capabilities you can start it with.

If you integrated before this

Older integrations sent a single combined id, like live_transfer_and_tag, as system. Those seven ids were shorthand for the type-and-capability pairs that happened to be common:

Old id	Type	Capabilities
appointment_booking	Outreach	Appointment Booking
live_transfer	Outreach	Live Transfer
add_tag	Outreach	Add Tag
live_transfer_and_tag	Outreach	Live Transfer + Add Tag
live_transfer_and_booking	Outreach	Live Transfer + Appointment Booking
appointment_confirmation	Reminder	Appointment Booking
inbound_receptionist	Inbound	Appointment Booking + Live Transfer

Sending system on its own still works, so nothing you built has broken. It is the narrower way to ask, though: those seven are the only combinations it can express, while type-plus-capabilities covers every combination. Send agentType and capabilityIds for anything new.

You may still see one of the seven ids on a campaign, in the system field. It records which template the agent was built from, not what it can do. On an agent created with several capabilities it only names the first one, so read the capability list, not this.

Do / Don’t

• Do pick the type by what triggers the call, not by what you want out of it.
• Do add a capability when you genuinely want the agent doing that thing. Every one you add is another thing the agent can reach for mid call.
• Don’t stack capabilities that pull the call in different directions. A caller can feel an agent chasing three things at once.
• Don’t rely on system to tell you what an agent does. Read its capabilities.