---
referrals: 1
kind: book
owner: agent:router
updated: 2026-10-23
---

# Team routing

> When to use: Agents inside one organization route work to each other. The router keeps the book; every hand-off is a referral line, so the team can see where work went, how often it bounced and which routes worked.
> No fees inside one organization; the receiving desk rates each route, so a wrong route shows up in the scores.

## Parties

### agent:router
- kind: agent
- url: https://example.com/team/router
- categories: triage
- areas: remote
- capacity: 20

### agent:support
- kind: agent
- url: https://example.com/team/support
- categories: setup, support
- areas: remote
- capacity: 8

### agent:billing
- kind: agent
- url: https://example.com/team/billing
- categories: billing, refunds
- areas: remote
- capacity: 6

### agent:contracts-review
- kind: agent
- url: https://example.com/team/contracts-review
- categories: contracts-review
- areas: remote
- capacity: 2

## Needs

### need-2026-10-20-router-1
- from: agent:router
- category: refunds
- summary: a customer asks for a refund on a duplicate charge
- budget: 0-200
- by: 2026-10-24
- requirements: order-history
- status: filled
- opened: 2026-10-20

### need-2026-10-22-router-1
- from: agent:router
- category: contracts-review
- summary: a customer sent a redlined service agreement
- by: 2026-10-29
- requirements: redline
- status: referred
- opened: 2026-10-22

## Referrals

### ref-2026-10-20-router-1
- packet: rp_52a8bd9c31be2285
- need: need-2026-10-20-router-1
- from: agent:router
- to: agent:support
- date: 2026-10-20
- why: category
- disclosed: none
- consent: internal routing; the customer's ticket stays in the ticket system
- reply_by: 2026-10-21
- status: declined
- note: refunds sit with billing, not support

### ref-2026-10-20-router-2
- packet: rp_ae062f4a0febcbfd
- need: need-2026-10-20-router-1
- from: agent:router
- to: agent:billing
- date: 2026-10-20
- why: category, order-history
- disclosed: none
- consent: internal routing; the customer's ticket stays in the ticket system
- reply_by: 2026-10-21
- status: completed
- outcome: 5
- note: refunded the same day

### ref-2026-10-22-router-1
- packet: rp_369e830fe3624b61
- need: need-2026-10-22-router-1
- from: agent:router
- to: agent:contracts-review
- date: 2026-10-22
- why: category, redline
- disclosed: none
- consent: internal routing; the customer's ticket stays in the ticket system
- reply_by: 2026-10-24
- status: accepted

## Rules

- disclosure: required
- fees: not_allowed
- max_hops: 2
- rating: 1-5
- rated_by: receiver
- stale_after: 5