Squad And Workflow Routing

Operator creates a squad with three assistants: triage, billing, tech-support. They omit assistantDestinations on triage. Triage never hands off.

Each squad member declares assistantDestinations[] with destination assistant id, description (why transfer here), message (what triage says before handoff), and transferMode. Without assistantDestinations the member is a leaf — no outbound transfer. Round-trip GET /squad/{id} to verify.

Triage has destinations 'billing' (desc: 'for billing questions') and 'collections' (desc: 'for billing questions'). Customers asking about refunds land randomly on either.

Descriptions must be distinct enough for the routing model to decide. Use specific phrasing: billing → 'invoice questions, charge disputes'; collections → 'past-due balance and payment plans.' Test routing with a held-out scenario set and inspect transferReason in artifact.messages[].

Triage transfers to billing. Billing assistant asks the customer to repeat their order number, even though they just gave it to triage.

Vapi propagates the in-call transcript / messages[] state to the destination assistant; configure the destination's system prompt to summarize prior context rather than restart. If full transcript carry-over is unclear [REQUIRES-VERIFICATION], pass key facts via messageResponse or dynamic variables…