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Skills define the actions your AI agent can perform automatically during conversations. Rather than simply replying to messages, an agent with properly configured skills can transfer conversations to the right team, label contacts, log notes for your staff, and even call external APIs — all without manual input.

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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.

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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.

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Available skill types

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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
How to configure:
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.

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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
How to configure:
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.
Create labels specifically for AI-triggered actions before configuring this skill. Examples: “AI - Qualified Lead”, “AI - Technical Support”, “AI - Pricing Inquiry”.

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Remove Label

Removes a specific label from the conversation. When to use it:
  • Updating the conversation status
  • Removing temporary markers
  • Correcting miscategorizations
How to configure:
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.

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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
How to configure:
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.

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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
How to configure:
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.

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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
How to configure:
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.
This skill requires technical knowledge of APIs. Make sure you have the credentials and documentation for the API you want to integrate before configuring it.

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Best practices

  1. Be specific with conditions — Clearly define when each skill should be triggered. Use concrete examples and avoid ambiguous descriptions.
  2. Use descriptive names — Names that explain what the skill does make future maintenance much easier.
  3. Test before activating — Use the agent test feature to confirm skills are triggered correctly and adjust conditions if needed.
  4. Combine skills — An agent can have multiple skills. They can run in sequence — for example, adding a label and then transferring to a team.
  5. Keep skills organized — Periodically review and document the purpose of each skill.

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Managing skills

Edit a skill:
  1. Find the skill in the list.
  2. Click the edit icon.
  3. Make your changes.
  4. Click Save.
Delete a skill:
  1. Find the skill in the list.
  2. Click the trash icon.
  3. Confirm the deletion.
Enable or disable a skill: Use the toggle next to the skill to temporarily activate or deactivate it without deleting it.

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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.