> ## Documentation Index
> Fetch the complete documentation index at: https://docs.typewise.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Specialists

> Create topic-specific AI behavior with clear instructions and routing

[Specialists](https://platform.typewise.app/specialists) are AI Agents that can
handle end customer inquiries autonomously. We recommend setting up one
specialist per question category, e.g., Warranty requests, Shipping inquiries,
General questions, cancellations, etc.

**When to use this specialist**: Briefly describe when this specialist should be
used. Imagine this to be a very brief job description, e.g., "The end customer
wants to change their subscription".

***

**Instructions**: Write the more detailed instructions/rules the specialist has
to follow when solving end customer inquiries. Imagine this to be a bullet point
list for a new employee with the high-level instructions, actions to conduct,
and knowledge sources to use.

<Steps>
  <Step title="Click + Create Specialist">
    <img
      src="https://mintcdn.com/typewise/ht7a5v6EXYgQrv7K/images/documentation/behavior/specialists/create-specialist-button.webp?fit=max&auto=format&n=ht7a5v6EXYgQrv7K&q=85&s=a6e2a5a68188615e523291806e64c810"
      alt="Create Specialist
Button"
      width="3888"
      height="704"
      data-path="images/documentation/behavior/specialists/create-specialist-button.webp"
    />
  </Step>

  <Step title="Choose a descriptive name">
    Choose a name that clearly describes what the Specialist does.
  </Step>

  <Step title="Define when to use this Specialist">
    Specify which scenarios the Specialist should handle.
  </Step>

  <Step title="Add detailed instructions">
    Write a clear, ordered set of steps the Specialist must follow when solving
    requests. Use `@` to reference configured Actions and Lookups.
  </Step>

  <Step title="Specify handoff conditions">
    Define when the Specialist should escalate to a Human Agent.
  </Step>
</Steps>

<img src="https://mintcdn.com/typewise/ht7a5v6EXYgQrv7K/images/documentation/behavior/specialists/create-specialist-form.webp?fit=max&auto=format&n=ht7a5v6EXYgQrv7K&q=85&s=4eafc1cc76550d64d61a285cf63799e3" alt="Create Specialist Form" width="3888" height="2166" data-path="images/documentation/behavior/specialists/create-specialist-form.webp" />

## Example: "Cancel subscription"

In the Instructions field, type `@` to open the tool picker and select the tools
you need. Selected tools appear as visual pills in your instructions. Here's an
example of what the instructions might contain:

<Card title="Sample Instructions">
  * First look up the end customer's account and subscription details using
    **@Read All Customer Info** (lookup)
  * If the end customer wants to cancel, determine the reason and reference
    **@Subscription Policy Document** (knowledge) to determine the cancellation
    policy
  * Extra rules, temporary redirects, or pauses are only possible for "Premium"
    end customers; offer "Standard" end customers an upgrade
  * For date or address changes, ask for the exact new data and confirm the
    changes with the end customer
  * Perform the desired changes using **@Update Address**, **@Update Subscription
    Status**, or **@Update Phone Number** (actions)
  * At the end, inform the end customer that changes were completed and ask if
    there's anything else you can help with
</Card>

<Note>
  Actions, Lookups, and Knowledge sources must be configured in their respective
  hubs first. Once set up, type `@` in the Instructions field to select them.
  They appear as visual pills. Lookups retrieve data without modifying it, while
  Actions make changes to external systems. [System
  actions](/documentation/actions/system-actions) are built in and do not need a
  separate hub setup. You can also add them in global guidelines and channel
  guidelines.
</Note>

## See also

* [System actions](/documentation/actions/system-actions): Close, hand off,
  verify the customer, or switch a conversation to email
* [Actions](/documentation/actions/overview): Configure automated and manual
  actions
* [Knowledge](/documentation/knowledge/overview): Add knowledge sources for the
  AI
* [Company configuration](/documentation/behavior/company): Set global
  guidelines