Skills
Skills are modular instruction sets that extend an agent’s behavior for specific situations — without bloating the base configuration.
What Is a Skill?
Skills are focused instruction sets you assign to an agent. Each skill activates automatically when the conversation matches its purpose — keeping the agent sharp and consistent without overloading its base configuration.
💬
User asks about refunds
“Can I return my order?”
⚡
Skill activates
Refund Handler applies
✅
Agent responds correctly
Follows your refund policy
What Can Skills Do?
Refund & Returns Handler
Guides agents through your refund policy, eligibility criteria, and next steps — only triggered when users ask about returns.
Tone Policy
Enforces communication standards like formality level, prohibited phrases, or brand voice — always active for all interactions.
Escalation Protocol
Defines when and how to hand off to a human agent, what information to collect first, and how to communicate the transition.
Data Privacy Rules
Instructs the agent never to confirm specific account details without authentication, and how to redirect sensitive requests.
Onboarding Guide
Provides step-by-step onboarding instructions that activate when new users ask setup or getting-started questions.
Pricing & Quoting
Applies your quoting rules and discount policies when users ask about pricing, upgrades, or plan changes.
Creating a Skill
1
Open the Skills page
Navigate to Admin → Skills. Click “Create New Skill”.
2
Describe the skill to the AI wizard
Chat with the wizard in plain language. Describe what the skill should do, when it should activate, and any rules or constraints. The wizard asks clarifying questions until it has a complete picture.
3
Review the summary
When the wizard has enough information, it presents a summary and shows a “Create Skill” button. Review the summary — you can keep chatting to refine it before creating.
4
Skill is created automatically
Clicking “Create Skill” compiles the conversation into a structured skill with a name, category, trigger description, and full instruction set. No manual editing required.
Editing a Skill
Select any skill from the list to preview it, then click Edit. Two ways to update:
Edit description directly
Modify the plain-language description of what the skill does. Click Save — the AI rewrites the underlying instruction set to match your changes.
Use a change request
Type a natural-language change request (e.g. “also handle exchange requests and use a warmer tone”). The AI merges your request with the existing description and regenerates the instructions.
Assigning Skills to Agents
Skills must be assigned to specific agents before they can be activated. A skill can be assigned to multiple agents simultaneously.
1
Go to Widget → Agents
Open your widget’s settings and navigate to the Agents tab.
2
Click Manage Skills on an agent card
Each agent card has a Skills section with checkboxes for all available skills.
3
Check the skills to enable
Assignments are saved immediately — no Save button needed. Uncheck to remove.
4
Reorder if needed
Drag to reorder. When multiple skills apply to one turn, they activate in the order shown.
How Skills Activate
Each skill has a Trigger Context — a one-sentence description of when it should apply (e.g. “when user asks about refunds, returns, or order cancellations”). Skills activate automatically based on what the user is asking about.
✅ Skills only activate when relevant to the current conversation — keeping responses focused.
✅ Multiple skills can be active in a single turn when multiple triggers match.
✅ Skills are applied in their configured order when multiple are active.
✅ A skill with trigger “always active” will apply to every conversation turn.
Tips for Effective Skills
Keep each skill focused on one concern. A Refund skill and a Tone skill should be separate.
Write trigger contexts that are specific. Vague triggers cause the skill to activate too broadly.
For always-on rules (tone, compliance), set the trigger to “always active — applies to all interactions”.
Test in AI Logs — the Active Skills field shows exactly which skills applied to each request.
Skills add to the agent’s base configuration — they don’t replace it.