Overview

Bot Orchestration allows you to create a network of specialized AI bots that collaborate to handle complex customer journeys. A master bot routes conversations to specialist bots (billing, technical support, sales) and can retrieve control when needed.

Why Orchestration?

A single generalist bot works well for simple use cases. But as you add more skills and topics, the bot's system prompt grows unwieldy. Orchestration solves this by letting each bot focus on what it does best — keeping prompts tight, responses accurate, and context relevant.

Setting Up Orchestration

1. Go to Bots & AI → Orchestration (Enterprise plan).
2. Designate one bot as the Orchestrator (master) bot.
3. Create Specialist Bots for each domain (billing, support, sales).
4. In the orchestrator's AI configuration, add each specialist as a delegatable agent with a description of when to use it.
5. Click Save.

How Delegation Works

When the orchestrator receives a message that matches a specialist's domain, it calls delegate_to_{specialist_name} — transferring the conversation context seamlessly. The specialist bot takes over and the customer experiences no interruption. When done, the specialist calls return_to_previous to hand back to the orchestrator.

Limits

• Maximum delegation depth: 5 levels
• Circular delegation (A → B → A) is prevented automatically
• All delegation events are logged in the conversation timeline

Best Practices

• Keep orchestrator prompt focused on routing decisions, not domain knowledge
• Give each specialist a tight, focused prompt (under 500 words)
• Use clear delegation descriptions so the orchestrator makes the right routing call