Use Settings → Agent skills to define reusable instructions the agent can apply across workflows. Skills are useful when the same behavior should appear in multiple inboxes, outbound campaigns, or customer situations.
Each skill includes:
- Title: the skill name.
- Description: when the skill should be used.
- Instructions: how the agent should behave.
Create a skill
- Go to Settings → Agent skills.
- Add a new skill.
- Enter a title, such as
Upselling, Service triage, or After-hours escalation.
- Describe when the skill applies.
- Add the exact behavior instructions.
- Save the skill.
Skill examples
| Skill | Description |
|---|
Service triage | Use when a customer asks about repair, diagnosis, recall, or maintenance. |
Appointment booking | Use when the customer is ready to schedule a visit. |
Escalation | Use when the customer is upset, asks for a manager, or needs a human decision. |
Put stable behavior in skills. Put temporary facts in the knowledge base. Put inbox-specific goals in the inbox agent prompt.
