I've now got two specialists — the Policy Agent and the Ticket Agent. This part is the piece that decides which one to use: the Master Agent. It reads the customer's message, sends it to the right specialist, and turns whatever comes back into one clean reply.
The problem it solves
Coordinating agents is harder than it sounds, because the hard cases aren't the clean ones. The agent has to work out what a message is even asking for. It has to carry the conversation's context across a hand-off, so the specialist knows what came before. When a request needs both specialists — cancel this booking, and tell me the refund rule — it has to call them in order and merge the two answers. And when neither specialist can resolve something, it needs to escalate rather than make something up.
So the Master Agent's whole job is judgement: read intent, route, hold context, synthesise. It never touches the database or the documents itself.
How it works: route, hold context, synthesise
Customer message
→ Master Agent reads intent
→ routes to Policy Agent (documents)
→ and/or Ticket Agent (database)
→ holds conversation history + customer state
→ synthesises one replyThe two things that make this feel natural rather than robotic are context and synthesis. Context means the customer never repeats themselves — the history and their state travel with the conversation. Synthesis means that even when two specialists were involved, the customer gets a single, coherent answer, not two stitched-together fragments.
The full orchestration code is in the open-source repo. If you're weighing how explicit this routing should be, the ADK vs LangGraph comparison is the post to read — it's exactly the trade-off this layer turns on.
Next in the series
The system works, but it still assumes the customer says exactly what the database expects. Real people don't. Next I add location intelligence — turning "the London train" into the station the system actually knows.
Multi-agent orchestration that stays explainable in production is what I do at twentytwotensors. Get in touch if you need it built.