Build by use case

You know what you want the bot to do - the question is which kind of agent to build. Nexus has two types: a single agent that reasons out each reply on its own from your instructions and knowledge, and a multi agent that runs a fixed flow you design, the same way every time. This page is a jobs-to-be-done router: find the scenario closest to yours, see which type fits and why, and jump straight to the build path.

Not sure which fits? Start at Create an agent - it walks through the Create picker and the single-vs-multi-agent choice in one place. The rule of thumb: if you'd describe the work as "it depends on what they ask," build a single agent; if you'd describe it as "first this, then this, then this - every time," build a multi agent.

What are you building?

Goal	Best fit	Why	Start here
Open-ended support / FAQ - answer questions, troubleshoot, diagnose, guide to a resolution	Single agents	The path depends on what the user says; the agent works out each reply from your knowledge and adapts turn by turn.	Single agents + Knowledge base
Order tracking / status lookups - fetch a record and report back ("where's my order?")	Single agents + a workflow tool	Still open-ended (users phrase it many ways), but the lookup itself must hit a system of record - so attach a workflow that does the fetch.	Single agents + Tools
Appointment booking / KYC / returns - a fixed multi-step procedure that must run identically every time	Multi agents	The steps and their order are fixed; you want every run consistent and auditable, with no step skipped or reordered.	Multi agents
Lead qualification - gather details and score/route a prospect	Single agents (or Multi agents if scripted)	If the questions adapt to the answers, conversational. If sales mandates the exact questions in the exact order, make it a multi agent.	Single agents · Multi agents
Voice agent - handle the same job over a phone call	Either	Type is independent of channel - a single or multi agent can run on voice. Pick the type by the job above, then enable voice.	Voice on Nexus

The scenarios in detail

Open-ended support / FAQ

Reach for a single agent. There's no fixed path to enforce - the agent understands the question, asks for anything it's missing, and reasons out each reply from your knowledge. Give it a Knowledge base tool so its answers stay grounded in your content, and write a clear trigger and instructions on the single agent profile.

Order tracking / status lookups

Also a single agent, because users ask in a hundred different ways - but the answer has to come from a system of record, not from the model. Attach a workflow tool that does the lookup (an API call keyed by order ID, account number, or ticket reference) and the agent calls it when it has what it needs. See Tools for how workflows plug into an agent, and the single agent page for wiring the tool to a trigger.

Appointment booking / KYC / returns (fixed multi-step)

Build a multi agent. These are regulated or procedural journeys where skipping or reordering a step is unacceptable - collect details, check eligibility, confirm, then act. A multi agent draws the path explicitly on a canvas, so every run is consistent and auditable. Start at Multi agents; a step that genuinely needs open-ended reasoning can still be an Agent node inside the flow.

Lead qualification

This one goes either way. If the conversation should adapt - probing deeper when a prospect sounds qualified, moving on when they don't - build a single agent and let it reason. If your sales process mandates the exact questions in the exact order (for scoring parity or compliance), build a multi agent so every lead is qualified identically. See Single agents and Multi agents.

Voice agent

Agent type is independent of channel. The same single or multi agent you'd build for chat can run a phone call - so choose the type by the job (use the rows above), then turn on voice. Start at Voice on Nexus for the runtime modes, voice library, and testing.

Nexus Tip

Describe your use case to the Nexus AI Layer and it'll suggest a type and scaffold the first steps - then refine from there.

Ask the AI layerI'm building an agent that books appointments - collect the service, pick a slot, confirm, then create the booking. Which agent type should I use and how do I start?

Tip - you can mix both. A single agent can hand off to a multi agent (as a delegation target, via Routing Logic) when a conversation reaches a part that needs a fixed procedure (for example, a support agent that hands off to a kyc-verification multi agent). And a multi agent can include Agent nodes for the steps that need open-ended reasoning. You rarely have to pick one type forever.

Read next

• Create an agent - the Create picker and the type choice, end to end.
• Single agents - triggers, instructions, and attaching tools.
• Multi agents - the flow canvas, nodes, and exit branches.
• Tools - workflows, knowledge base, escalation, and more.