Reading the team diagram — polite.ai docs

Every team is shown as a diagram, with agents as boxes, calls flowing in from the left and four meaningful line types.

The canvas in the Builder is an accurate map of who answers, who helps, and how calls arrive.

The team diagram filling the Builder workspace: a main front-desk agent with labelled transfer lines to two specialists, zoom controls floating top right and the agent-count caption bottom left — The diagram at full width. The ✦ button at the top left brings the chat back.

Nodes are agents

Each box is one agent. Badges mark the kind: the main agent is where inbound calls land first, voice agents speak to callers, and text agents work silently as quiet helpers. Tapping a node opens that agent's editor drawer.

Four kinds of line

Solid teal: transfers. The caller moves from one voice agent to another, mid-call.
Dashed amber: subagents. An agent quietly asks a colleague for help and receives the result; the caller stays with the current agent and hears nothing.
Dashed muted: inbound lines. The rail on the left shows every way real calls reach the team: each connected phone number and SIP registration, pointing at the agent that answers. Browser test sessions are temporary and never drawn here.
Dotted claret: human returns. Where a transfer to a human lets the human key the caller back to an agent, the line is labelled with the key the human presses.

The graph follows the conversation

When a change is applied, the new or changed node gets a halo and the view moves to it. While the assistant is mid-edit, the canvas softens under an assistant is editing: provisional chip. What is drawn may still move until the change is applied.

Getting around

Drag pans, scroll zooms. The −, fit and + buttons float at the canvas's top right. fit is the quick way back, and a quiet caption at the bottom left keeps count: agents and zoom. For a full-width graph, hide the chat with the ✦ button at the top left; the same button floats in place to bring it back.

The connected to draft tag

Endpoints that were already connected keep answering the live version while a draft is edited. An endpoint deliberately connected while drafting carries a NEW tag on the canvas. It answers the draft immediately, and stays connected after Go live. That tag is the sign a real number is pointed at unfinished work, which is usually what is wanted while testing. The full story is in Drafts, versions & going live.

Good to know:

The graph is the live setup, not an illustration. If a requested transfer is not drawn, it is not connected. Tell the Builder in the chat and it will propose the change.