# Building AI automations with Multi-agent mode

> With AI Agent automations you can quickly setup individual AI agents for    Testing    Deployment    Customer interaction     As you develop your AI automatio

Source: https://help.kustomer.com/en_us/building-ai-automations-with-the-advanced-builder-Symva33KWl

Last updated: 2026-06-01T16:56:14.856Z

With [AI Agent automations](https://kustomer.kustomer.help/en_us/creating-ai-automations-SyuRCs3tZl), you can quickly setup individual AI agents for:

*   Testing
    
*   Deployment
    
*   Customer interaction 
    

As you develop your AI automations, the Multi-agent mode can enable more complex workflows involving custom code or OpenAPI access to other applications. Multi-automation workflows can handle more disputes with seamless transitions based on user input. 

Some examples of more complex workflows include:

*   Automations that run through specific triage steps based on success or fail conditions. 
    
*   Automations that use Open API to interact with external systems, usually to retrieve or make changes to customer data (like orders, shipping changes, etc.). 
    
*   Automations that use a combination of Open API and custom coding to make material changes to the customer's account. Examples include making or confirming a booking change, or adding quantity of an item to an order at the customer's request. 
    

Your end user will communicate through one or more channels with a continuous experience, but your automations are working together behind the scenes to drive the right outcomes. 

### In this article

*   [Switching to Multi-agent mode](#switching)
    
*   [Building multi-agent automations](#building)
    
    *   [Adding conversational automations](#adding)
        
    *   [Using triage](#triage)
        
    *   [Sending specific messages](#messages)
        
    *   [Using tools with agent teams](#tools)
        
    *   [Adding existing agent teams](#existing-teams)
        

### Switching to the Multi-agent mode

You can switch to the multi-agent mode at any time from the **Automations** screen. 

To switch to the **Multi-agent mode**:

1.  At the top of the **AI Automations** screen, click **Multi-agent Mode** to open the **Build** screen. 
    
2.  Click **Switch to Multi-agent Mode**, and then confirm the switch or click **Cancel** to stop the switch.
    

Warning: Once you've switched an AI automation to multi-agent mode, you are not able to return it to Single-agent mode. 

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/38adb0298aaaef947427974c5f46516f.png)

### Building multi-agent automations

Multi-agent automations are assembled block by block, building out a workflow that handles conditions and edge cases through specific instruction and explicit agent handoffs dependent on conditions you define.

1.  In the **Start** block, define how the conversation should begin. 
    
    1.  The automation will send a greeting you write when greeting customers by channel. 
        
    2.  SMS/Whatsapp greetings can be altered independent of other channels. 
        
2.  Click the **+** button from any block to build out further conditions. Conditions include:
    
    1.  Sending your user to another **Conversational Automation**. 
        
    2.  Using **Triage** to create a condition for agent handoffs. 
        
    3.  Using **Send Message** to send the customer a specific message (such as asking the customer to specify account information, or informing the customer a handoff is occurring). 
        
    4.  Using a **Tool** to let the agent team take action on customer requests. 
        
    5.  Adding an **Existing Agent** to your automation that is better equipped to handle specific scenarios. 
        
3.  Click the **\-** button to remove a block or condition. 
    
    1.  Removing a block also removes all blocks and conditions underneath it.
        
    2.  Removing a block cannot be undone.  
        
4.  Changes are saved as work is done. 
    

#### Adding conversational automations

A conversational agent is an individual AI agent built in the simple **Automations** mode. A conversational agent has its own access to **Knowledge Sources**, **Guidance**, and **Procedures** written for the agent team. 

#### Using Triage

Triage moves a conversation according to intent classification. There are two types of intent classification to choose from:

1.  AI intent classification uses multi-turn dialogue to classify a customer and determine next steps. 
    
    1.  The agent will converse with the customer, asking clarifying questions about the customer's intent.
        
    2.  The agent analyzes responses and uses that analysis to form intent. 
        
    3.  The agent classifies the user based on this intent. 
        
2.  Option menu presents your customer with options that will determine where they are routed based on their selection. 
    
    1.  Enter an initial **Message template** to introduce the options. 
        
    2.  Click **\+ Add Option** to add as many options you need. 
        
    3.  Toggle **Automatic Translation** to automatically translate the automation's conversation into the language your customer is using. 
        
    4.  Toggle **Disable Agent Message** to prevent your automation from responding with its own generated response. 
        
    5.  Toggle **Wait after sending** to pause the execution of this automation after the user has made a response. 
        

#### Sending specific messages

With **Send Message**, you can send a specific message to a chosen channel. Use this to enable automations to:

*   Send confirmation emails while engaging customers in chat. 
    
*   Send pre-defined messages based on customer selection
    

The message you send can insert customer attributes by prepending them with `/`. It can also reference conversation attributes. Combined, you can create interactions like:

*   Addressing a user by name to inform them of when an account update was made with timestamps. 
    
*   Referencing a user's order number, and confirming shipping details. 
    
*   Summarizing an existing chat and informing the user that they will be handed off to a specific agent or team. 
    

In addition:

1.  Toggle **Automatic Translation** to automatically translate the message's content's into the language your customer is using. 
    
2.  Toggle **Disable Agent Message** to prevent your automation from responding with its own generated response. 
    
3.  Toggle **Wait after sending** to pause the execution of this automation after the message is sent, usually used in deterministic flows (like waiting a short period before taking some action). 
    

#### Using tools with agent teams

Tools extend an automation's capabilities, and allow it to perform more complex workflows. Tools can be as simple as ending or routing a conversation, or presenting an options menu to the user, or more complex methods that you build and define. 

Examples of tools include:

*   [Default tools to handle conversation routing](https://help.kustomer.com/en_us/default-tools-r1_tVKl61e)
    
*   Order history
    
*   Inventory
    
*   Specific functions (Get Refund request, Approve or deny refund request, etc.) 
    

#### Adding existing agent teams 

Select an existing AI automation from your organization. Useful for looping customers between agents best equipped to handle their scenario, allowing for more complex workflows accounting for a variety of specific needs. With this setting, some possible workflows include:

*   Customer service automation can hand off the conversation to a concierge team for follow through service. 
    
*   A reservations team that can hand off to another team for catering arrangements. 
    
*   A travel team that can handle booking, arranging accommodations, and provide support when the user arrives.