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What is this?

A Skill is a specific standard operating procedure, kept separate from your main Instructions. Think of it as a one-page SOP a new employee only pulls out when that exact situation comes up — a refund policy, a warranty claim, an escalation script — rather than something they’re expected to have memorized on day one.

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What can I do here?

Click Add Skill and fill in three fields: Toggle a skill on/off, or Edit/Remove it, from the same list.

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How to use it

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The description is what makes it a skill, not just more text

The agent scans a skill’s Description on every incoming message to judge “is this relevant right now?” — the longer Instructions only get pulled into its thinking once that description matches. This is exactly why a skill isn’t just “more Instructions”: it keeps your main Instructions box short and general, while still giving the agent detailed, situation-specific guidance without it having to hold everything in mind at once.

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A worked example

Skill Name: refund-policy Description: “Use this when a customer asks about a refund, return, or cancellation.” Instructions:
Without this skill, you’d otherwise have to pack the whole refund policy into the main Instructions box, even though it’s only relevant to a fraction of conversations.

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When to use a Skill instead of just adding to Instructions

If a topic needs more than a sentence or two of detail, and it only comes up sometimes — a policy, a multi-step procedure, a script for a specific scenario — it belongs in a Skill. If it’s a rule that should apply to every single reply (tone, what to never say), it belongs in Instructions.

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Troubleshooting / Technical Notes

  • The agent doesn’t seem to use a skill I added. Check it’s toggled on, and that its Description is specific enough to match a real customer message — a vague description won’t reliably trigger.
  • The tab is empty right after creating the agent. Save the agent on General first.
Last modified on September 22, 2026