Why multi-agent
An SDR opening a conversation has different goals than an AE handling demo objections, which has different goals than a CSM running a renewal call. Same goals = same agent. Different goals = different agents collaborating.
Define handoff
Each agent has a "next agent" pointer. When the current agent decides its job is done (lead qualified, demo booked, deal closed), it hands off to the next with a structured note: what was discussed, what's pending, what's decided.
Shared lead context
The receiving agent reads the prior agent's notes plus the full transcript. Customer never has to repeat themselves. "Welcome back, Maria — I see you and Valentina booked Wednesday's demo, I'll be the one running it."
Human in the loop
At any handoff point, you can require a human approval before the next agent starts. Useful for high-stakes transitions (e.g. closed deals into onboarding).