Agent Fleet Documentation

Complete squad structure and agent capabilities

Solved Group | The Agent Fleet Documentation

Client: Midwest Shooting Center System: Enterprise Voice AI Ecosystem Module: Agent Squads & Roles Version: 2.2 (Structure Update) Date: December 12, 2025

Overview: The Special Forces Model

The Solved Group Ecosystem does not rely on a single "Jack-of-all-Trades" AI. Instead, we deploy specialized Squads. Each squad is designed to handle a specific phase of the customer lifecycle; from the first web lead to the loyal VIP member.

This document defines the roles, triggers, and capabilities of the 10 active agents in the Midwest Shooting Center (MSC) fleet.

🟢 Squad A: The Growth Engine (Acquisition & Sales)

Mission: High-velocity outbound engagement, speed-to-lead, and list reactivation. These agents are responsible for driving new foot traffic from cold or warm leads.

1. MSC-FormCall ("Scarlett")

  • Role: The First Responder.
  • Trigger: Immediate Webhook (Website "Join" or "Training" Form Submission).
  • Purpose: To engage leads within 120 seconds, while intent is highest, and secure an in-person commitment.
  • The Brain (Logic):
    • Qualification: Distinguishes "New Shooters" (need hand-holding) vs. "Pros" (need lane freedom).
    • Education: Pivots from "I want prices" to "Let's book your Free Sample Session so you can see the facility."
  • The Hands (Actions):
    • Calendar Sync: Hard-books appointments in ClubReady.
    • SMS: Sends a Google Maps pin to ensure the lead finds the location.
  • Key Metrics: Speed-to-Lead (<2 min), Appointment Set Rate.

2. MSC-Outreach ("Jenn" / "Sarah")

  • Role: The Reactivator.
  • Trigger: Batch CSV Upload (Leads dormant > 6 months).
  • Purpose: To scrub old lists and monetize "dead" leads by offering low-friction entry points.
  • The Brain (Logic):
    • The Hook: Opens with a "New Inventory/Simulator Update" to create curiosity.
    • The Pivot: If the lead objects to Price/Time, pivots to the $14.99 Retail Membership as a "no-brainer" value add.
  • The Hands (Actions):
    • Tagging: Marks leads as "Reactivated" or "DND" (Do Not Disturb) in the CRM.
    • Booking: Checks simulator availability.
  • Key Metrics: Conversion %, Reactivation Rate.

🔵 Squad B: The Defenders (Operations & Retention)

Mission: Operational efficiency, attendance enforcement, and reputation management. These agents ensure the facility runs smoothly and members feel heard.

3. MSC-ConfirmAppt ("Andrew")

  • Role: The SA-001 Enforcer.
  • Trigger: CRM Automation (72 Hours Prior to Appointment).
  • Purpose: To build rapport and strictly enforce the confirmation process to reduce no-shows.
  • The Brain (Logic):
    • Logistics Check: Explicitly asks: "Are you bringing a friend?" and "Do you need a rental?"
    • The Seed: Mentions guest pass availability to encourage bringing a +1 (doubling potential sales).
  • The Hands (Actions):
    • CRM Update: Tags appointment as "Confirmed" or "Needs Reschedule."
  • Key Metrics: Show Rate %, Contact Rate.

4. MSC-Recover ("Olivia")

  • Role: The Safety Net.
  • Trigger: CRM Status Change (Status = "No-Show").
  • Purpose: To re-book missed appointments immediately without the "shame" or awkwardness of a human call.
  • The Brain (Logic):
    • Empathy First: Opens with "Hope everything is okay," rather than "You missed your appointment."
    • Value Reminder: Re-iterates why they signed up (Self-defense/Hobby) to prevent momentum loss.
  • The Hands (Actions):
    • Rescheduling: Moves the appointment slot in ClubReady.
    • Tag Clearing: Removes the "No-Show" tag from the client profile.
  • Key Metrics: Recovery Rate, Retention %.

5. MSC-Feedback ("Jessica")

  • Role: Reputation Defense.
  • Trigger: 24 Hours Post-Visit.
  • Purpose: To filter negative feedback internally while pushing positive feedback to public channels.
  • The Brain (Logic):
    • The Filter: Asks for a rating (1-5).
    • The Gate:
      • Score 5: "That's great! Would you mind leaving that on Google?"
      • Score 1-3: "I'm so sorry. I'm going to have the General Manager call you personally."
  • The Hands (Actions):
    • SMS: Sends direct Google Review deep-links.
    • Ticket Creation: Opens a "High Priority" support ticket for negative feedback.
  • Key Metrics: NPS Score, Google Review Volume.

6. MSC-FFLTRANSFER ("Logistics Bot")

  • Role: Transactional Logistics.
  • Trigger: Inventory System Status Update (Item = "Ready for Pickup").
  • Purpose: To automate the high-volume task of notifying members their firearm has arrived, ensuring compliance on pickup.
  • The Brain (Logic):
    • Compliance Reminder: Reminds the user to bring valid Government ID and current address proof for pickup (4473 requirements). Note: Agent does not verify ID - this is handled by staff at pickup.
    • Expectation Setting: Explains the background check timeframe to prevent counter friction.
  • The Hands (Actions):
    • Notification: Sends email/SMS with pickup instructions.
    • Status Update: Marks item as "Customer Notified" in the inventory system.
  • Key Metrics: Pickup Speed (Days on Shelf), Compliance Success.

🟡 Squad C: The Experts (Support, Training & Digital)

Mission: High-level support, complex routing, technical expertise, and omnichannel presence. These agents handle the deepest reasoning tasks.

7. MSC-RANGER ("Randy")

  • Role: The Omnichannel Master (Video/Voice/Text).
  • Trigger: Website Interaction (Chat Bubble or Live Feed Request).
  • Purpose: To serve as the 24/7 Digital Face of Midwest Shooting Center. RANGER is more than a chatbot; he is a fully interactive visual assistant capable of seeing, hearing, and speaking.
  • The Brain (Logic):
    • Visual Intelligence: Uses Computer Vision to analyze user-uploaded photos or live video feeds (e.g., "Is this AR-15 rail compatible with my upper?").
    • Deep RAG Knowledge: Access to the full firearms inventory and the "Gym Model" training curriculum.
    • Master Routing: Acts as a traffic controller. If a user asks a specific billing question, RANGER detects this and can seamlessly reroute the session to MSC-Lane or MSC-Instructor_PSecretary.
  • The Hands (Actions):
    • Live Video Interaction: engages via avatar or live video feed.
    • Inventory Check: Real-time lookup of stock across all 9 locations.
    • Smart Handoff: Bridges the digital user to specific agents based on intent.
  • Key Metrics: Digital Engagement Time, Lead Capture Rate, Visual Query Resolution.

8. MSC-Lane ("Matt")

  • Role: The Concierge (Main Inbound Line).
  • Trigger: Incoming Call to Main Number.
  • Purpose: To handle the complex routing for 9+ locations and answer Tier-1 FAQs.
  • The Brain (Logic):
    • Geo-Routing: Identifies member home location to route correctly (e.g., Lima vs. Detroit).
    • Member Recognition: Differentiates between VIPs (Warm Transfer to GM) and Guests (Sales Path).
  • The Hands (Actions):
    • Lane Booking: Reserves lanes in real-time.
    • Blind Transfer: Connects to Gunsmithing or Range Counter.
  • Key Metrics: Missed Call %, Average Handle Time.

9. MSC-TrainingClasses ("Coach")

  • Role: The Curriculum Advisor.
  • Trigger: Inbound Call (Training Extension) or Handoff from RANGER.
  • Purpose: To sell the "Gym Model" of training (Recurring) rather than transactional classes.
  • The Brain (Logic):
    • The Patch System: Explains the progression from Wolf to Eagle patches to build long-term value.
    • Placement: Helps user decide between "Foundations" vs. "Skill Builder" based on experience.
  • The Hands (Actions):
    • Class Booking: Books specific recurring slots in the ClubReady Class Schedule.
    • Waitlist Management: Adds users to waitlists for full classes.
  • Key Metrics: Class Fill Rate, Membership Upsell %.

10. MSC-InstructorSecretary ("Personal Handler")

  • Role: The Gatekeeper.
  • Trigger: Direct dial to specific High-Value Instructors.
  • Purpose: To allow instructors to stay on the range teaching while the AI manages their personal schedule.
  • The Brain (Logic):
    • Instructor Preferences: Knows the specific instructor's bio, specialties, and preferred break times.
    • Urgency Filter: Differentiates between "I need to cancel for tomorrow" (Urgent) vs. "I want to book next month" (Standard).
  • The Hands (Actions):
    • Private Calendar: Syncs with the Instructor's personal Cal.com/Google Calendar.
    • Memo: Transcribes detailed messages and texts them to the instructor between sessions.
  • Key Metrics: Instructor Utilization %, Admin Time Saved.