What skills enable
- Task automation — The agent executes actions without human intervention.
- Organization — Labels and notes keep conversations categorized and documented.
- Intelligent routing — Automatic transfers send customers to the right team.
- Integrations — HTTP requests connect the agent to external systems.
- Efficiency — Reduces the manual workload for your team.
How to access skills
1
Open AI Agents
In the left sidebar, click AI Agents.
2
Select your agent
Click on the agent you want to configure.
3
Open the Skills tab
Click the Skills tab at the top of the page.
4
Add a skill
Click Add first skill or Add skill.
Available skill types
Add Note
Creates an internal note on the conversation with relevant information. When to use it:- Logging important details about the customer
- Documenting specific requests
- Leaving observations for the human team
1
Select Add Note
Choose Add Note from the skill type list.
2
Name the skill
Enter a descriptive name.
Example: “Log interest in Premium plan”
3
Define when to use it
Describe the condition that triggers this skill.
Example: “When the customer shows interest in the Premium plan”
4
Write the note content
Enter what will be recorded in the note.
Example: “Customer interested in the Premium plan. Requested more details about features.”
5
Save
Click Save.
Add Label
Applies a label to the conversation for organization and filtering. When to use it:- Categorizing the type of request
- Marking interest in specific products
- Identifying priority level
- Segmenting customers
1
Select Add Label
Choose Add Label from the skill type list.
2
Name the skill
Enter a descriptive name.
Example: “Mark as Qualified Lead”
3
Define when to use it
Describe the trigger condition.
Example: “When the customer provides contact information and shows genuine interest”
4
Select the label
Choose which label to apply from the available options.
5
Save
Click Save.
Remove Label
Removes a specific label from the conversation. When to use it:- Updating the conversation status
- Removing temporary markers
- Correcting miscategorizations
1
Select Remove Label
Choose Remove Label from the skill type list.
2
Name the skill
Enter a descriptive name.
3
Define when to use it
Describe the trigger condition.
4
Select the label to remove
Choose which label should be removed.
5
Save
Click Save.
Transfer to Team
Transfers the conversation to a specific human team. When to use it:- Routing to a specialized team
- Escalating to technical support
- Forwarding to sales
- Handing off to a human agent
1
Select Transfer to Team
Choose Transfer to Team from the skill type list.
2
Name the skill
Enter a descriptive name.
Example: “Transfer to sales team”
3
Define when to use it
Describe the trigger condition.
Example: “When the customer asks about pricing or wants to close a deal”
4
Select the team
Choose which team should receive the transfer.
5
Add a transfer reason (optional)
Explain the reason for the transfer if needed.
6
Save
Click Save.
After a transfer to a human team, the AI agent stops responding and the team takes over the conversation.
Transfer to AI Agent
Transfers the conversation to a different AI agent. When to use it:- Routing to a specialized agent
- Moving from a triage agent to a specific service agent
- Escalating to a more advanced agent
1
Select Transfer to AI Agent
Choose Transfer to AI Agent from the skill type list.
2
Name the skill
Enter a descriptive name.
3
Define when to use it
Describe the trigger condition.
4
Select the target agent
Choose which AI agent should receive the transfer.
5
Save
Click Save.
HTTP Request
Integrates with external systems through API calls. When to use it:- Querying information from an external system
- Creating records in a CRM
- Sending notifications
- Integrating with third-party platforms
1
Select HTTP Request
Choose HTTP Request from the skill type list.
2
Name the skill
Enter a descriptive name.
3
Define when to use it
Describe the trigger condition.
4
Enter the URL
Provide the API endpoint address.
5
Choose the method
Select GET, POST, PUT, or DELETE.
6
Add headers (optional)
Include any required request headers.
7
Add a body (optional)
For POST or PUT requests, enter the request body.
8
Save
Click Save.
Best practices
- Be specific with conditions — Clearly define when each skill should be triggered. Use concrete examples and avoid ambiguous descriptions.
- Use descriptive names — Names that explain what the skill does make future maintenance much easier.
- Test before activating — Use the agent test feature to confirm skills are triggered correctly and adjust conditions if needed.
- Combine skills — An agent can have multiple skills. They can run in sequence — for example, adding a label and then transferring to a team.
- Keep skills organized — Periodically review and document the purpose of each skill.
Managing skills
Edit a skill:- Find the skill in the list.
- Click the edit icon.
- Make your changes.
- Click Save.
- Find the skill in the list.
- Click the trash icon.
- Confirm the deletion.
Important notes
- Skills execute automatically whenever their trigger conditions are met.
- An agent can have as many skills as you need.
- Skills are executed in the order they were created.
- You can test skills using the agent test feature.
- Misconfigured skills can cause unexpected behavior — always test before activating the agent.