Configure AI agent skills and apps

Skills are the actions the AI agent takes during the conversation, beyond answering. With them the agent organizes the conversation, sends materials, moves deals through Pipelines, queries systems and hands off to the right team at the right time. Skills work on any channel the agent serves: WhatsApp, Instagram and Webchat. The agent has two tabs for this:

Skills: native skills, which come with every agent, and the skills you configure (tags, transfers, media and Pipelines).
Apps: integrations with external systems, including the External APIs app to connect any HTTP API.

Native skills

Native skills are available on every agent. They sit at the top of the Skills tab, in a block you can collapse or expand.

Skill	What the agent does	Control
Add note	Records internal notes in the conversation, such as context, summaries and next steps. The customer does not see them.	Always on
Transfer to human	Hands the conversation to the channel’s default team when the customer asks for a person or the AI cannot resolve it	Always on. Shows as Replaced when the agent has a Transfer to team skill
Update contact	Updates the contact’s name, email, phone and additional fields when the customer provides new data	Switch
Close conversation	Closes the conversation when the service is done or the customer says they need nothing else	Switch
Remember previous conversation	On the contact’s next message, checks the context of the last conversation so the customer does not repeat themselves	Switch

Update contact, Close conversation and Remember previous conversation used to be in the Settings tab. They are now native skills, turned on and off directly in the Skills tab. The former Request Human Help option was replaced by the native Transfer to human skill.

Want to control which team the AI transfers to? Create a Transfer to team skill for each area. From the first one on, the native Transfer to human shows as Replaced and is no longer used.

Configurable skill types

Click Add skill to choose the type. Types are grouped by what the AI does.

Add skill panel with the In the conversation, Media and Pipeline groups

Group	Type	What the agent does	Main field
In the conversation	Add tag	Applies a tag to the contact to organize the service	Tag
In the conversation	Remove tag	Removes a specific tag from the contact	Tag
In the conversation	Transfer to team	Hands the conversation to a chosen human team	Team
In the conversation	Transfer to AI agent	Hands the conversation to another AI agent	Target Agent and Target Team (Optional)
Media	Send media	Sends images, audio, videos or documents in the defined order	Media files
Pipeline	Manage deals	Creates, moves, updates and closes the contact’s deals in a pipeline	Pipeline, stages and permissions

Integrations with your own APIs, formerly the HTTP Request type, now live in the External APIs app, in the Apps tab. See External APIs.

Manage deals in Pipelines

With the Manage deals skill, the AI agent runs the deal in the pipeline on its own, during the conversation: it opens the deal when the lead arrives, moves it through stages as qualification progresses, updates fields, records notes, creates follow-up tasks and marks it as won or lost. The team follows everything on the pipeline board without typing anything.

Manage deals skill in the Sales pipeline with four open stages, all actions enabled, won and lost allowed and the agent guidance filled in

Set it up

Choose the Manage deals type

In the Skills tab, click Add skill and, in the Pipeline group, choose Manage deals.

Name it and choose the pipeline

In Skill Name, describe the action. Example: Manage deals in the Sales pipeline. In Pipeline, choose the pipeline the AI will work in.

Select the open stages

In Open stages, select the stages along the deal’s path that the AI can use. Example in the Sales pipeline: New lead, Qualification, Proposal sent and Negotiation. Won and lost stages do not appear here; they are unlocked in the Close as won or lost section.

Define what the AI can do

Turn each action in the What the AI can do list on or off. See the table below.

Unlock won and lost, if it makes sense

In Close as won or lost, turn on Allow won and Allow lost. Once enabled, the AI can move the deal to the pipeline’s closing stages, such as Won and Lost, without selecting them in the open stages.

Check the summary and write the guidance

The summary box shows exactly what the AI will be able to do and in which stages. In Guidance for the AI agent, explain when to act at each stage (up to 512 characters). Click Save.

What the AI can do

Action	What happens	Default on creation
Create deal	Opens a new deal linked to the conversation	On
Move stage	Moves an existing deal to one of the allowed stages	On
Update deal fields	Updates native and custom deal fields, such as value or data gathered in the conversation	Off
Create note on deal	Adds a note to the deal card	Off
Create follow-up task	Creates a task with a due date on the deal	On
Allow won	Unlocks the pipeline’s won stages	Off
Allow lost	Unlocks the pipeline’s lost stages	Off

The AI only moves the deal to the stages you unlocked. If a stage is not in Open stages and is not unlocked by won or lost, the AI cannot put the deal there.

Guidance example

The guidance is what the agent uses to decide when to act. Tie each move to a fact in the conversation:

Create the deal when a new customer asks for a proposal. Move to Qualification once service, tax regime and company size are confirmed; to Proposal sent when the proposal is sent; mark as won when the customer accepts the proposal and as lost when they decline.

Weak	Good
”Move the deal when it progresses"	"Move to Qualification when the customer states the service, tax regime and number of employees"
"Mark as won when it closes"	"Mark as won when the customer accepts the proposal in writing in the conversation"
"Create tasks"	"Create a follow-up task for the next day when the customer asks for time to think”

Best practices

One skill per pipeline. Each skill works in one pipeline. If the AI needs to open deals in Sales and Onboarding, create one skill for each, with separate guidance.
Start narrow. For the first weeks, unlock only the early stages and keep Allow won and Allow lost off. Once you trust the AI’s decisions, expand.
Use notes and tasks together. With Create note on deal and Create follow-up task, whoever takes over the deal finds the summary and the next step with a due date.
Combine with transfers. The AI can move the deal to Proposal sent and then transfer the conversation to Sales with Transfer to team.

Review the skill whenever you change the pipeline’s stages. A deleted or renamed stage no longer applies to the AI until you update the selection.

Send media

Use Send media so the agent sends ready-made materials during the conversation: company presentation, price table, catalog, demo video or welcome audio.

Send presentation and plans skill with a PDF and an image with a caption, set to send after the text response

Field	Description
Skill Name	Describe the material. Example: Send presentation and plans.
When to send the media	Before the text response: the contact gets the files first and then the AI’s message. After the text response: the contact gets the AI’s message first and then the files.
Media files	Up to 10 files per skill. Use the arrows to set the sending order and Add caption to include text with a file.
Guidance for the AI agent	When the agent should send the files. Example: When the customer asks for the company presentation, the plans or the service prices.

Size limits per file:

Type	Limit
Image	5 MB
Video	20 MB
Audio	10 MB
Document	15 MB

Create one media skill per situation, for example one for the company presentation and another for the price catalog. That keeps the guidance specific and the AI sends only what the customer asked for.

In-conversation skills

Add and remove tag

Choose the Tag and write the guidance. Example: apply Hot lead when the customer asks for a proposal, or remove Overdue when they confirm payment.

Transfer to team

Choose the Team that receives the conversation and describe in the guidance when to transfer.

Transfer qualified lead to Sales skill with the Sales team and the guidance filled in

Transfer to AI agent

Use it to split service among specialized agents. Example: a triage agent serves WhatsApp, Instagram and Webchat and transfers to a billing agent when the subject is an invoice.

Target Agent: the agent that takes over the conversation.
Target Team (Optional): if set, the conversation also moves to this team. Choose Do not change team to keep the current team.

For the team change to happen, the target team must have access to the channel where the conversation is taking place. Add the channel to Team Channels in the team settings.

Write good guidance

Every type has the Guidance for the AI agent field, with up to 512 characters. It is what the agent uses to decide when to run the skill. Be specific.

Weak	Good
”When it is a lead"	"When a new customer states the service of interest, the tax regime and the company size"
"When the customer is important"	"When the customer has revenue above R$ 1 million a year or more than 10 employees"
"For support"	"When an active customer asks for documents, forms, a duplicate invoice or reports a delay"
"When they want to talk to someone"	"When the customer asks to talk to a person, shows irritation or repeats the same question twice”

Combine skills in the agent’s Behavior: “Before transferring, record a note with the qualification summary and move the deal to Qualification.” This way whoever receives the conversation starts with the context.

Manage skills

Filter the list by All, Conversation, Media or Pipeline, or use Search skills….
Click the skill card to edit it or use the card menu: Edit or Delete.
Review skills whenever you change teams, tags or pipeline stages. A skill that points to something deleted stops working.

Apps tab: integrations

The Apps tab connects the agent to external systems. Each installed app adds skills the agent uses during the conversation, on any channel. Filter by Categories (All, Installed, Automation, Search, Marketing, Payments and Productivity) or use Search apps….

Apps tab with the External APIs, Asaas, Brave Web Search, Google Calendar, Google Sheets, RD Station Marketing, Stripe and Zapier apps

Apps depend on your plan. If the feature is not available, BluBash shows the Feature not available notice with the View plans and upgrade button.

Available apps

App	Category	How it connects	What the agent can do
External APIs	Automation	Configuration of each API (URL, method and authentication)	Query data, send information and trigger actions in any HTTP service
Google Sheets	Productivity	Google account (OAuth)	List spreadsheets, read, write, update and delete data
Google Calendar	Productivity	Google account (OAuth)	List calendars and events, create, update and delete events
Stripe	Payments	API Key (starts with `sk_` or `pk_`; use the secret `sk_` key for full access)	Get customer, subscription and invoice, list subscription invoices, create standalone invoice, update and cancel subscription
Asaas	Payments	API Key (production `$aact_prod_` or sandbox `$aact_hmlg_`)	Get and create customer, list, get and create payments, get PIX copy-and-paste and boleto digitable line, list, get and cancel subscriptions
Brave Web Search	Search	Brave Search API Key	Search the web and search local businesses
Zapier	Automation	URL of a Zapier MCP server	Use the actions configured on your Zapier MCP server, which gives access to thousands of apps
RD Station Marketing	Marketing	RD Station account (OAuth)	Create, update and get contact, add and remove tags, create and get event, list additional fields, mark, win and lose opportunity

External APIs

The External APIs app replaces the former HTTP Request skill. Use it to integrate the agent with your own or public systems, such as an ERP, order system, internal calendar or company registry lookup. After installing the app, all of the agent’s API skills are grouped in the Configure External APIs panel.

Install the app

In the Apps tab, click Install on the External APIs card. The Configure External APIs panel opens next.

Add an API skill

Click Add skill. Fill in Skill Name and Guidance for the AI agent.

Configure the connection

In API Connection, choose the method and enter the API Address. Set up Authentication, Custom Headers, URL Parameters and Advanced Settings if the API requires them.

Process and store the response

In Response Processing, write the script that transforms the response and, in Data Storage, set the Variable Name. Click Save.

New API skill form with a GET to BrasilAPI, a processing script and the dados_cnpj variable

API Connection

Field	Description
API Address	Full endpoint URL. Accepts variables in the `{{variable_name}}` format, for example `https://brasilapi.com.br/api/cnpj/v1/{{cnpj}}`.
Method	GET (Get Data), POST (Send Data), PUT (Update Data), PATCH (Modify Data) or DELETE (Delete Data)

Authentication

Authentication Type	Field requested
No Authentication	None
Bearer Token	Token (accepts a variable, such as `{{auth_token}}`)
Basic Auth	Base64 credentials
Custom Header	Value and Header Name, for example `X-API-Key`

Headers, parameters and body

Custom Headers (optional): click Add Header for each header.
URL Parameters (optional): click Add Parameter for each query parameter.
Request Data: appears for POST, PUT and PATCH, with the body type (JSON, Form Data, URL Encoded or Raw Text) and the data to send. Use {{variable}} for dynamic values.

Advanced Settings

Field	Range	Default
Timeout (ms)	1,000 to 300,000 milliseconds	30,000 (30 seconds)
Retry Attempts	0 to 5	2

Response processing and storage

Data Processing Script: optional JavaScript code to transform the response before storing it. data, status, headers, variables and extractValue() are available. Use Ctrl+Space for autocomplete.
Variable Name: the name that identifies the result, such as dados_cnpj. The agent uses this variable in its answers and in other skills.

Example script for the CNPJ lookup:

return {
  razao_social: data.razao_social,
  situacao: data.descricao_situacao_cadastral,
  simples: data.opcao_pelo_simples
};

Never put tokens or passwords in the API Address. Use the Authentication section or a Custom Header. Test the skill in Test Agent before linking the agent to channels.

To edit or delete an API skill, open the app with Configure and use the pencil and trash icons on the skill card.

Install and connect the other apps

Open the Apps tab

In AI Agents, open the agent and click the Apps tab.

Click Install

On the app card, click Install. The configuration panel opens next.

Authenticate

Follow the app’s method:

Google Sheets, Google Calendar and RD Station: click the button to connect the account and authorize access in the window that opens. If the browser blocks the window, allow pop-ups for BluBash.
Stripe, Asaas and Brave: paste the API Key. BluBash validates the key and stores it encrypted.
Zapier: in Add MCP Server, enter the Server Name and the MCP Server URL copied from the Connect tab in Zapier MCP and click Add Server.

Define access

In Google Sheets, select the spreadsheets the agent can use, set one as default and choose the Permission for each. In Google Calendar, select the calendars and the permission. For the other apps, check the connected account.

Test

Use Test Agent with a question that requires the app, for example “Is there a slot tomorrow at 3 PM?” for Google Calendar.

Google Sheets and Google Calendar permissions

Permission	Spreadsheets	Calendars
Read	View data only	View events only
Write	Read and edit data	Read and create events
Admin	Read, edit and delete data	Read, create, update and delete events

Grant the lowest permission needed. An agent that only checks the calendar does not need Admin. The Zapier MCP server URL works like a password: do not share it.

Configure or uninstall an app

On installed apps, click Configure to change the key, review spreadsheets or calendars and see the available skills. To remove an app, use Uninstall app in the configuration panel and confirm. Uninstalling cannot be undone; to use the app again, install and authenticate it again.

Recommended starter set

Native skills: keep Update contact and Remember previous conversation on. Turn on Close conversation after reviewing the first conversations.
Add tag: one for priority leads and another for active customers.
Transfer to team: one skill for each team that receives conversations from AI.
Manage deals: in the sales pipeline, with create deal, move stage and follow-up task.
Send media: the presentation or price table your team sends most.
One app, if it makes sense: Google Calendar for scheduling, Asaas for duplicate invoices or External APIs for your own system.

Get Started

AI Agents

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Team & Settings

Configure AI agent skills and apps

Native skills

Configurable skill types