Agent Gateways

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Overview

Agent Gateways provide a single entrypoint to multiple agents across your organization. Instead of users navigating to individual agents in different apps, a gateway consolidates them behind one interface. Users interact with the gateway, which routes their requests to the appropriate agent based on context. When enabled as the front door, the gateway becomes the primary assistant in the Action Center on the Home page — giving every user in the organization a consistent starting point for AI-powered assistance.

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Create a Gateway

1. Open Org Settings → Agent Gateways in the Platform section.
2. Click New Gateway.
3. Enter a Name and Description for the gateway.
4. Select an AI Provider.
5. Click Create Gateway.

The gateway is created in a disabled state. Click on it to configure settings and add agents before making it available.

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Configure the Gateway

Click on a gateway to open its configuration. Use the toggle at the top of the page to make the gateway available to users.

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Agents

Select the Agents tab to manage which agents are accessible through the gateway.

• Add agents from across your organization to make them available through this gateway
• Toggle the Platform Assistant on if you want to include Elementum’s built-in assistant alongside your custom agents. See Platform Assistant (Elementum Edge) to configure it first.

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Platform Assistant (Elementum Edge)

Elementum Edge is the built-in platform assistant for an Agent Gateway. It provides general AI help to gateway users when no specific process agent is the right fit. The assistant tailors its responses to each user based on their Personalization settings in the gateway. To enable and configure the platform assistant:

1. Click the Settings icon in the top-right corner of the gateway.
2. In the Platform Assistant tile, click Configure Platform Assistant.
3. Toggle on Elementum Edge.
4. Configure the agent:
   • Name — Display name for the assistant. Defaults to Elementum Edge.
   • Model — Select the LLM that powers the assistant.
5. Click Save.
6. On the Gateway Settings page, toggle on the platform assistant. If you changed the name, the new name appears here in place of Elementum Edge.

Once enabled, gateway users can call the platform assistant from the gateway chat for generic help when no other process agent is appropriate.

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Rules

Select the Rules tab to define how the gateway routes incoming requests to specific agents. To create a rule:

1. Click + Add Rule.
2. Choose your rule type:
   • Deterministic — Add a name, description, and conditions to filter the rule. Use for structured requests that are easy to filter (for example, channel, user, or department).
   • Probabilistic — Add a name, description, and conditional description (AI prompt) for the LLM to use, then choose the desired routing from the dropdown. Use for natural language requests that are evaluated by AI to select the correct route.
3. Click Update Rule.

After a rule is created, return to the Rules tab to toggle it on or off, edit it, or delete it.

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Settings

Select the Settings tab to update the gateway’s core configuration.

• Name and Description — Update the gateway’s display name and description.
• AI Provider — Change the AI provider used by the gateway.
• Front Door — Enable this toggle to set the gateway as the primary assistant in the Action Center on the Home page. This makes the gateway the default AI interaction point for all users in your organization.

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Voice

Connect one or more phone numbers to the gateway so a single inbound entry point can route callers to multiple voice agents. Inbound calls flow through a pre-agent pipeline that authenticates the caller, detects the spoken language, and classifies intent before routing to the right agent based on the gateway’s Rules. Prerequisites:

• A gateway with at least one agent added on the Agents tab and routing rules defined on the Rules tab.
• A configured phone provider (for example, Elementum Twilio or a SIP trunk-enabled provider).

Connect a phone number:

1. Open the gateway and select the Settings tab.
2. In the Voice section, click + Add phone number.
3. In the Create Phone Service dialog, configure:
   • Number Type — Select how the number is provisioned (for example, Create Number).
   • Area Code — Enter a U.S. toll-free area code (for example, 833, 866, 877, or 888).
   • Phone Provider — Select the telephony provider that will host the number.
   • Caller Access — Choose who can reach the gateway (for example, Allow All Callers).
   • Default Language — Set the primary language used for caller interactions.
   • Additional Supported Languages — Optionally add languages the gateway can detect and respond in mid-call.
   • Generate First Message — Toggle on to have the gateway automatically generate the opening message when a call connects.
4. Click Save.

Connected phone numbers are listed under the Voice section. Add more than one phone number to give the gateway multiple inbound entry points. Voice overrides per agent: Each agent routed through the gateway can have its own voice persona. Configure voice overrides on the individual agent so callers hear a distinct voice when they’re handed off to that agent. Behavior notes:

• Inbound calls are authenticated, language-detected, and intent-classified by the gateway before being routed to the right voice agent.
• When a caller’s intent shifts mid-call, the gateway transfers them to a different agent without re-authentication and carries the full transcript across the handoff.
• The same multi-agent orchestration available in chat applies on the phone — gateway rules govern both channels.

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Test

Select the Test tab to verify the gateway is working as intended before enabling it for your organization. Send messages and confirm that requests are routed to the correct agents.

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Personalization

Personalization tailors the Platform Assistant (Elementum Edge) to each user’s role, goals, and the apps most relevant to their work. The assistant uses this information to deliver responses informed by each user’s context. To configure your personalization:

1. From the gateway Home page, click the Settings icon in the bottom-left corner.
2. Select Personalization.
3. Configure the following:
   • User Info — Details about your role, team, or other identifying information.
   • Goals — Personal goals and responsibilities the assistant should consider when responding.
   • Relevant Apps — Apps that contain the data and processes most relevant to your work.

If this is your first time, follow the Onboarding Setup guidance to walk through each section.

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