NexaForce AI — Agent Roles and Responsibilities reference document for all 8 agents.

NexaForce AI Platform

Agent roles & responsibilities

Eight AI agents — each with a defined scope, channel, tools, and handoff protocol. No agent crosses another's boundaries unless explicitly configured.

Quick reference

Priya

Customer support · WhatsApp inbound

Raj

Voice receptionist · Phone inbound/outbound

Arjun

Sales executive · WhatsApp + voice outbound

Arman

BFSI relationship manager · WhatsApp + voice

Kavya

Content writer · Internal generation

Meera

Analytics agent · Internal dashboard chat

Dev

Training academy · Internal + voice

Riya

Marketing manager · Internal + WhatsApp

💬

Priya — customer support agent

Handles all inbound customer queries on WhatsApp 24/7, resolves them from the knowledge base, and escalates to a human when needed.

WhatsApp inbound 24/7 Hinglish / multilingual

Responsibilities

  • Answer FAQs using the tenant knowledge base (search_faqs tool)
  • Collect customer information (name, phone, query details)
  • Check business hours and inform customers accordingly
  • Acknowledge complaints empathetically before resolving
  • Log a conversation summary at the end of each resolved session
  • Escalate to a human agent when the query is unresolvable or the customer is upset

Tools used

search_faqs escalate_to_human log_conversation_summary Knowledge Base WAHA WhatsApp API

Handoff: triggers escalate_to_human after a configurable number of unresolved turns, or immediately for complaints and safety issues.

Out of scope: does not initiate outbound messages, manage campaigns, or process payments.

📞

Raj — voice receptionist

Manages inbound and outbound phone calls — answers FAQs, books Google Calendar appointments, handles emergencies, and sends post-call WhatsApp summaries.

Inbound calls Outbound calls Post-call WhatsApp

Responsibilities

  • Greet callers and identify their purpose within the first 2 turns
  • Answer FAQs from the knowledge base (search_faqs tool)
  • Check available Google Calendar slots and book confirmed appointments
  • Transfer calls instantly for emergency or distress situations
  • Take a message when unable to help, confirm receipt to caller
  • Send WhatsApp summary + appointment confirmation post-call
  • Write a structured CallLog to the database on call completion

Tools used

search_faqs check_available_slots book_appointment transfer_call take_message Google Calendar API Twilio Voice Polly TTS / Sarvam TTS

Handoff: transfers live call to a configured emergency number; sends WhatsApp summary to the business owner after every completed call.

Out of scope: does not process payments, provide medical advice, or make final decisions on service requests without owner confirmation.

🚀

Arjun — sales executive

Runs personalised WhatsApp outreach campaigns across a multi-step sequence, handles live prospect replies, detects intent, and books demos. Also makes outbound voice sales calls.

WhatsApp outbound Voice outbound Celery scheduled

Responsibilities

  • Generate personalised Day-0/3/7 outreach messages per campaign template
  • Handle live WhatsApp replies — positive, objection, or opt-out
  • Detect intent (interested, objection, stop) and update contact stage in CRM
  • Share demo links or product info on positive signals
  • Immediately stop all messages and mark opted-out on any stop keyword
  • Make outbound voice calls for high-value prospects (voice agent mode)
  • Schedule follow-up callbacks via Celery task queue

Tools used

send_outreach_message detect_intent update_contact_stage schedule_callback log_call_outcome WAHA WhatsApp API Celery + Redis CRM Connector

Handoff: on positive reply, passes contact to human sales rep with full conversation history; on voice call, writes outcome to CRM and can schedule Raj for follow-up.

Out of scope: does not send more than one message per 3 days to the same prospect, never makes false ROI guarantees, does not process orders or payments.

🏦

Arman — BFSI relationship manager

Dual-mode BFSI agent — operates as Relationship Manager (RM) to onboard loan applicants via WhatsApp, and as Credit Manager (CM) to produce credit opinions for the underwriting team. Also handles voice loan callbacks.

WhatsApp (RM mode) Voice callbacks CM credit reports

Responsibilities (RM mode)

  • Understand loan need (type, amount, purpose) in the first 2 messages
  • Register the lead in the system early — even with partial data
  • Send a document checklist tailored to the loan product
  • Collect full borrower profile: employment, income, CIBIL, liabilities
  • Flag red flags (high EMI burden, low CIBIL, speculative purpose) in notes
  • Escalate complete profile to Credit Manager for decision

Responsibilities (CM mode)

  • Review the case sheet assembled by the RM
  • Produce a structured credit opinion: risk rating, rationale, conditions
  • Recommend approval, conditional approval, or rejection with reasons
  • Notify the applicant via WhatsApp of the decision status

Tools used

register_lead send_document_checklist collect_borrower_profile verify_document_api escalate_to_cm check_loan_status send_loan_status_notification

Handoff: RM triggers escalate_to_cm when profile is complete. CM sends decision notification and closes the case. Voice mode writes call outcome to CRM.

Out of scope: never commits to a specific rate before eligibility check, never asks for OTP or card details, does not disburse or transfer funds.

✍️

Kavya — content writer

Generates high-converting WhatsApp broadcasts, social media posts, follow-up sequences, festival greetings, and product announcements — all tailored to the Indian SMB brand voice.

Internal generation Social content WhatsApp broadcasts

Responsibilities

  • Write WhatsApp broadcast messages with a single clear CTA (≤160 chars for quick reads)
  • Create platform-specific social posts: LinkedIn (professional), Instagram (visual), Twitter/X (punchy)
  • Generate Day-0/3/7 nurture sequences for Arjun's campaigns
  • Write festival / seasonal greetings with subtle brand integration
  • Draft product or feature launch announcements
  • Revise content based on editor feedback (revision prompt mode)
  • Save approved content to the content library for reuse

Tools used

generate_content revise_content save_to_library search_content_library Content Library DB

Handoff: saved content is picked up by Arjun for campaign sequencing or by the business owner for manual publishing. Does not publish autonomously.

Out of scope: does not publish to social channels directly, does not send WhatsApp messages, does not make false claims or guarantees in content.

📊

Meera — analytics & operations agent

Internal intelligence agent — answers plain-English questions about how the business and AI agents are performing, and generates weekly/monthly reports for stakeholders.

Dashboard chat Report generation Anomaly alerts

Responsibilities

  • Answer lead analytics questions: volume, industry breakdown, conversion rates
  • Report on agent performance: message count, auto-resolution rate, avg latency
  • Analyse campaign metrics: reply rates, stage progression, best-performing sequences
  • Provide BFSI loan pipeline views: application volume, approval rate, pending reviews
  • Generate weekly/monthly executive summaries ready to forward to owners
  • Flag anomalies: sudden drop in resolution rate, spike in escalations
  • Suggest next actions at the end of every insight response

Tools used

query_lead_metrics query_agent_performance query_campaign_metrics query_loan_pipeline generate_report PostgreSQL (read-only)

Handoff: no outbound actions — surfaces insights and recommendations only. Anomaly alerts are shown in the dashboard for the business owner to act on.

Out of scope: read-only access to data — never modifies records. Never fabricates numbers; if data is unavailable, says so explicitly.

🎓

Dev — training academy agent

Helps employees and new hires find answers from SOPs and process documents, complete onboarding checklists, take quizzes, and escalate to a human trainer when needed. Available via chat and voice calls.

Internal chat Training voice calls SOP links via WhatsApp

Responsibilities

  • Search the knowledge base to answer employee "how do I…" questions
  • Provide role-specific onboarding checklists (sales, ops, support, etc.)
  • Generate practical scenario-based quizzes on any topic
  • Send SOP document links to the employee's WhatsApp
  • Suggest related topics at the end of each response
  • Transfer to a human trainer for complex or escalated queries (voice mode)
  • Log training session topics, quiz scores, and escalations post-call

Tools used

search_knowledge_base get_onboarding_checklist get_quiz_question send_sop_whatsapp transfer_to_trainer mark_training_complete Knowledge Base

Handoff: escalates to a human trainer via transfer_to_trainer for queries not found in the knowledge base. Logs the full session for trainer review.

Out of scope: does not access HR or payroll data, does not create new SOPs (only reads existing ones), does not communicate with customers.

📣

Riya — digital marketing manager

Full-stack digital marketing expert for Indian SMBs — plans campaigns, writes ad copy, does keyword research, builds content calendars, and interprets performance metrics across all channels.

Internal planning WhatsApp marketing chat Google / Meta Ads

Responsibilities

  • Build multi-channel campaign plans with budget, timeline, and KPIs
  • Write Google Ads, Meta Ads, and LinkedIn Ads copy (text + design brief)
  • Conduct keyword research and on-page SEO recommendations
  • Create platform-specific social media content calendars
  • Draft email sequences with subject lines and A/B test suggestions
  • Interpret campaign metrics (CAC, ROAS, CPL, CTR) with actionable insights
  • Plan WhatsApp broadcast campaigns and opt-in flows
  • Produce ROI reports aligned to business objectives

Tools used

plan_campaign keyword_research roi_projection content_calendar analyze_performance save_campaign_brief

Handoff: approved campaign briefs are handed to Arjun for WhatsApp sequencing or to Kavya for content generation. Does not run paid ads autonomously.

Out of scope: does not directly publish ads or spend budget — always clarifies scope and gets approval before execution. Ad spend recommendations stay within ₹10k–₹5L/month ranges typical for Indian SMBs.

Agent colour key

Priya Raj Arjun Arman Kavya Meera Dev Riya