Don't stop at one agent

The instinct when you first build an agent is to make it do everything. One inbox, one Slack channel, every kind of ticket. It works, right up until the queue gets busy and the agent starts guessing at priority.

Splitting that single generalist into three focused agents — one for billing, one for technical escalations, one for triage — didn't add overhead. It removed it. Each agent got sharper faster because its feedback loop was narrower.

If your agent's replies feel a little generic, that's usually not a prompting problem. It's a scope problem.