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Specialist Agents (SMEs)

Delegate complex, domain-specific tasks to specialized AI agents that work asynchronously behind the scenes.

What Are Specialist Agents?​

Specialist Agents, also known as Subject Matter Experts (SMEs), are specialized AI agents designed to excel at specific domains or tasks. Unlike regular agents that process incoming emails directly, SMEs are invoked by other agents to handle complex work requiring domain expertise.

Examples of Specialist Agents:

SME TypeExpertiseExample Tasks
Research SMEInformation gathering and synthesisMarket research, competitive analysis
Accounting SMEFinancial operationsInvoice processing, expense tracking
HR SMEHuman resourcesPolicy questions, benefits inquiries
Marketing SMEContent and campaignsSocial media plans, brand guidelines
Legal SMECompliance and contractsContract review, policy compliance

How SMEs Differ from Regular Agents​

AspectRegular AgentSpecialist Agent (SME)
TriggerEmail, SMS, or webhookInvoked by another agent
Mailbox MonitoringYes (assigned mailboxes)No (not accessible directly)
Communication ToolsFull access to reply_email, send_smsLimited (returns results to caller)
Result DeliveryDirectly to end userBack to the calling agent
Execution TimeShort (default 5 minutes)Long (default 1 hour)
Primary UseEmail triage and responseComplex, domain-specific tasks

The SME Workflow​

When a regular agent encounters a task requiring specialized expertise, it delegates the work to an SME:

1. Incoming Email
       |
2. Executive Assistant Agent
       | Identifies need for specialized help
       |
3. Invokes Marketing SME
       | "Create social media campaign plan"
       |
4. Marketing SME Works Asynchronously
       | Uses specialized knowledge and tools
       | Takes 15-30 minutes
       |
5. SME Returns Results
       |
6. Executive Assistant Continues
       | Reviews results, sends to user

Key benefits:

  • Specialization: Each SME is optimized for its domain with tailored instructions and tools
  • Asynchronous execution: Calling agents don't wait; they're notified when SMEs complete
  • Nested delegation: SMEs can invoke other SMEs for complex workflows
  • Knowledge sharing: SMEs access a shared Operations Knowledge Base

When to Create an SME​

Consider creating a Specialist Agent when you need:

  1. Domain expertise: Tasks requiring specialized knowledge (accounting, HR, legal)
  2. Long-running tasks: Work that may take 30+ minutes to complete
  3. Reusable expertise: The same specialized capability is needed by multiple agents
  4. Complex workflows: Multi-step processes benefiting from dedicated handling

Getting Started​

  1. Plan your SME: Define the domain, expertise, and typical tasks
  2. Create the SME: Use the Creation Wizard for guided setup, or the traditional form for full manual control
  3. Assign as a tool: Grant regular agents permission to invoke the SME
  4. Upload knowledge: Add relevant documents to the Operations Knowledge Base
  5. Configure escalation: Set up manager contacts for approvals

Key Features​

Tool-Based Access Control​

In V2, each SME becomes a registered tool that can be individually assigned to agents. This provides:

  • Fine-grained control over which agents can use which SMEs
  • Rich tool descriptions explaining SME capabilities
  • Standard tool management through the existing interface

Operations Knowledge Base​

SMEs have access to a shared, tenant-wide knowledge base containing internal operations documents:

  • Company policies and procedures
  • Reference documentation
  • Training materials
  • Templates and guides

Escalation Paths​

SMEs can be configured with escalation contacts for situations requiring human input:

  • Approval thresholds: Automatic escalation for high-value decisions
  • Manager contacts: Primary and alternate escalation recipients
  • Auto-escalation: Backup contacts if primary doesn't respond

Timeout Reminders​

SMEs automatically have access to reminder tools for tracking long-running work and preventing tasks from being forgotten.