> ## Documentation Index
> Fetch the complete documentation index at: https://docs.firetone.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Teams & agents

> Who takes calls, and what a team actually is.

Agents are human or virtual, and they appear in one list distinguished by a
badge — because a caller dialling an extension cannot tell which answered, and
mostly should not need to.

<img src="https://mintlify.s3.us-west-1.amazonaws.com/firetone/images/agents-list.png" alt="Teams and agents" />

## A team is three things at once

This is the page's one genuine trap. A team is:

1. **A roster.** Who takes a dialler campaign's calls.
2. **A budget.** A team can be cut off while the organisation still has credit.
3. **Part of what a login can see.** A supervisor's scope is their teams.

<Warning>
  Moving an agent between teams therefore moves their **call costs** and their
  colleagues' **visibility**, not only their campaign work. It is the right
  behaviour of the model, and it is not what somebody staffing a campaign
  expects — so the roster dialog says so.
</Warning>

## Virtual agents

A virtual agent has a profile rather than a handset — see
[virtual agents](/tenant/ai/virtual-agents). It can hold an extension, so a
caller reaches it by dialling; it can also have none at all, which is the shape
a campaign-only agent takes.

Nothing downstream — queues, campaigns, routing, billing, call records — assumes
an agent is a SIP extension.

## PINs

An agent signs in at their extension with a PIN. Set or reset it here; the agent
is required to change one that was set for them at first sign-in.