AI Sales SDR Agent

An SDR agent can receive a lead, clarify questions, guide qualification, and perform sales actions. That outcome does not come from the agent’s name alone: it depends on the prompt, knowledge sources, tools, transfer rules, and inbox you configure.

This guide builds an auditable journey. The agent converses; the criteria define what qualification means; tools record information or perform actions; and the team monitors the result in Conversations.

1. Define qualification before the prompt

Write criteria your team can verify. For example:

• the profile you serve and situations that disqualify a lead;
• the problem the product should solve;
• authority or people involved in the decision;
• priority and timeline;
• the minimum information required to advance;
• the exact condition for offering a meeting or transferring to sales.

Name, company, role, and urgency are examples, not required SquadOS fields. Choose only information that supports the decision, and state in the prompt which data is required, optional, or sensitive.

2. Create and configure the agent

1. Open Admin → Agents and select New Agent. You can also start with AgentMaker.
2. Under Prompt, describe the role, offer, criteria, boundaries, and conversation style.
3. Under Model, choose an option compatible with the tools and inputs you will use.
4. Under Knowledge, link the bases containing approved product, pricing, policy, and sales-answer content.
5. Save the agent. The Tools section cannot attach resources before the agent exists.
6. Under Tools, add only the capabilities required to record data, query systems, schedule, or transfer.
7. Review Security and Advanced before connecting an external channel.

See Creating Agents, Models, and Connecting knowledge bases to agents for the complete contracts.

3. Write an operational prompt

A safe starting point is to separate instructions into blocks:

Role
You are the SDR for [company]. Serve only [profile and scope].

Sources
Answer product, pricing, and policy facts only from linked knowledge bases.
If you cannot find support, say you need to confirm; do not invent an answer.

Qualification
Discover [criteria]. Ask one question at a time and reuse what the person already provided.
Consider the lead qualified only when [verifiable condition].

Actions
Before writing to the CRM or scheduling, confirm the data that will be used.
Use [tool and action] only when [condition].

Transfer
Use Transfer Conversation when [concrete reason].
Do not promise who will respond or a timeframe that is not configured.

Adapt the language to your brand and include examples of qualification, disqualification, and an unanswered question. The prompt guides the agent, but it does not create CRM fields, connect accounts, or persist answers by itself.

4. Link trustworthy knowledge

Under Knowledge, select the bases and write a short additional rule for each link. During a conversation, the agent searches those bases on demand; it does not receive every document in advance.

Keep these concerns separate:

• approved facts about the product, plans, availability, and policies;
• the script and criteria, which belong in the prompt;
• lead data, which needs a tag, contact field, or CRM action to persist.

Test easy, ambiguous, and unanswered questions. Linking a base does not guarantee that every question will retrieve relevant content.

5. Configure CRM, scheduling, and notifications

Composio integrations have two layers. First, someone with permission activates the toolkit under Admin → Tools, connects the account, and enables actions for the organization. Then, under the agent’s Tools section, add the integration, choose the account, and select the exact actions the agent may call.

Do not assume that “connecting the CRM” authorizes creating or updating every object. The toolkit, account, and action catalog can vary. Check each available action’s name, required parameters, and effect before referencing it in the prompt.

Examples of integrations that may support the journey:

Integration	Possible use, depending on enabled actions
HubSpot	query or record sales data
Salesforce	work with sales-process records
Zoho CRM	query or update CRM information
Calendly	check availability or schedule
Slack	notify the team
Gmail	perform available email actions

To mark a stage inside SquadOS, the native Contact tags tool can apply or remove reusable tags. This is different from writing structured CRM fields and also different from conversation tags.

6. Transfer at the right moment

Add Transfer Conversation and create one context for each reason, such as negotiation outside policy, an explicit request for a person, or a qualified lead.

The agent sees the reason description and chooses a context. SquadOS resolves the destination from the configured conditions, schedules, organization timezone, and fallback. The destination can be the human queue, a specific person, or another active agent.

Do not write “transfer to Maria” in the prompt when routing should respect a schedule. Describe when to transfer and configure to whom in the tool.

7. Connect the entry point and test with control

After saving the configuration:

1. open Inboxes and select Connect inbox;
2. connect the desired channel;
3. choose the SDR agent as the destination;
4. return to the editor and open Test Agent;
5. if there are unsaved changes, use Save and test;
6. walk through a qualified lead, a disqualified lead, an unanswered question, a transfer, and every allowed external action;
7. monitor real conversations under Conversations and open tool-call details.

The test panel uses the real runtime and creates persistent test conversations. Tools can have real effects in a CRM, calendar, email service, or another system. Use test records and remove unwanted effects in the external system.

See Inboxes and Testing your Agent.

8. Treat follow-up as a separate automation

To resume a conversation without a reply, create an Automation. The Follow-up on a stalled conversation starter builds three attempts: the first after 23 hours of inactivity, another two days later, and the last four days after that. Waits use Monday through Friday, 09:00 to 18:00 in the organization’s timezone, and the sequence is canceled if the person replies or the conversation is resolved.

Review the Meta window before activation

On Official WhatsApp, open each later Send message step and select an approved template under Outside the 24h window. Without that fallback, attempts after the window are skipped with meta_window_closed even though the run continues. On Instagram Direct, SquadOS does not use this template fallback; messages outside the window are skipped as well. Test mode simulates the text and does not prove that the policy will allow a real send.

Read Automations overview, Actions — Send message, and Official WhatsApp before activating the sequence.

Launch checklist

• qualification and disqualification criteria have observable examples;
• sales answers come from approved sources, with a fallback for gaps;
• each tool’s account, action, and parameters have been reviewed;
• every write or scheduled meeting confirms the necessary data;
• tags, CRM fields, and conversation state have distinct responsibilities;
• transfer reasons, schedules, destinations, and fallback were tested;
• the inbox points to the correct agent;
• external tests use disposable records;
• follow-ups respect consent, schedule, frequency cap, and channel window;
• the team knows where to review conversations and tool calls.