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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.

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The three campaign types

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 values to send. The older spellings outreach and appointment are still accepted and mean outbound and confirmation.

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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. Outbound and Inbound need at least one capability to start. Confirmation always starts with Appointment Booking, because rescheduling is the job. Stack them freely. An Outbound agent with Live Transfer and Add Tag can do both on the same call.

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Capabilities decide which outcomes exist

This is the part worth internalising. A call can only end in an outcome its capabilities allow:
  • Transfer (TRANSFER) is only a possible outcome when Live Transfer is installed.
  • Booked (SUCCESS) and Rescheduled (RESCHEDULE) are only possible when Appointment Booking is installed.
  • Tag applied (TAG_APPLIED) is only possible when Add Tag is installed.
Switching on Appointment Booking, Live Transfer and Add Tag adds Book on calendar, Transfer to and Apply tag to the Converted card. Nurture and Opt out are always there. Switching on Appointment Booking, Live Transfer and Add Tag adds Book on calendar, Transfer to and Apply tag to the Converted card. Nurture and Opt out are always there. 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.

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Creating one through the API

Send the type and the capabilities together to Create agent:
There is no endpoint that lists the types: the three values are the fixed agentType set on Create agent, and the capabilities each can start with are the capabilityIds on this page. Outbound and Inbound each accept a set; Confirmation resolves to one fixed template. Once the agent exists, its campaign carries the installed set as capabilities, so you can tell what an agent can do without inferring it from a template id.

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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: 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.

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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.

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In the API

An agent tagged TFU Live has no campaign type at all. What starts its calls is the campaign trigger, and the same agent can answer, chase or confirm. See TFU Live agents.