Designing a 3-tier AI agent system that automates sales work

Customers were spending too much time on repetitive tasks like preparing for meetings and researching prospects. That time could go toward building relationships and closing deals. Stakeholders identified AI-powered automation as a strategic priority, and the team set out to build AI agents that could handle this work in the background.

Agents were structured into three tiers rather than a single flexible builder. Prebuilt agents lowered the barrier for teams that wanted immediate value. Custom agents served customers with specific workflows but no technical resources. The builder workspace gave power users full control. This layered approach served different levels of technical comfort without forcing a one-size-fits-all experience.

Prebuilt agents handle common sales tasks out of the box, like preparing for meetings and researching prospects. No configuration needed. Teams can get immediate value from day one.

Custom agents are built together with the professional services team for specific business processes. They let customers automate workflows unique to their organization without needing technical resources on their end.

The agent builder workspace is where customers can build fully tailored agents with complete control over triggers, actions, and logic. It gives technical teams the flexibility to automate any workflow specific to their business.

AI agents shipped across the Upsales platform, giving customers a way to offload repetitive work without leaving the CRM. The three-tier structure meant teams could start simple and move into more advanced setups as their needs evolved.

• Shipped 3 agent types: meeting, preparation, and prospect
• Designed a 3-tier system from zero-config to full builder
• Launched on both web and mobile platforms
• Shaped the product so it felt like a natural part of the Upsales platform
• Designed user flows, visual design, labeling, and microcopy
• Collaborated closely with a tech lead and three developers