Skills

A skill is a block of instructions written in Markdown that an agent loads on demand. Rather than lengthening the system prompt with every possible procedure, you store them in skills: the agent's prompt only contains their catalog (name and description), and the agent loads a skill's full content when the situation calls for it.

Why use skillsCopy Anchor Link

• A shorter, more reliable prompt. On each turn, the model only reads names and descriptions, not pages of procedures.
• Shared procedures. The same skill (for example the cancellation procedure) serves several agents; you update it once.
• A clear structure. Skills are organized as a tree (after-sales, after-sales/return, after-sales/refund).

Example: an after-sales agent attaches the after-sales skill. When a customer asks to return a product, the agent loads after-sales/return, which details the return conditions, lead times and information to ask for.

Find your skillsCopy Anchor Link

Skills are managed in Settings > Skills. The page has two panes:

• On the left: the tree of skills visible to your company, with a Filter by name or description… field. Sub-skills are indented under their parent skill.
• On the right: the details of the selected skill, or the editor.

The counter next to the title shows the number of skills. The refresh button reloads the list.

Company skills and platform skillsCopy Anchor Link

If your company creates a skill with the same name as a platform skill, your agents load yours: it carries the platform override badge, and the platform skill shows as hidden. This is how you adapt a standard procedure to your internal rules.

Create a skillCopy Anchor Link

1. In Settings > Skills, click New skill.
2. Fill in the Name (skill address), for example after-sales/return.
3. Write the Description — WHEN to load it.
4. Write the Content (Markdown). The Preview tab shows the rendering.
5. Click Save.

Organize into sub-skillsCopy Anchor Link

The / in the name creates a hierarchy: after-sales/return is a sub-skill of after-sales. Attaching after-sales to an agent also makes all its sub-skills reachable, without checking them one by one.

Example tree for a customer service center:

after-sales
after-sales/return
after-sales/refund
billing
billing/payment-plan
cancellation

Content exampleCopy Anchor Link

# Returning a product

## Conditions
- Returns accepted within 30 days of delivery.
- Product unused, in its original packaging.

## Information to ask for
1. The order number.
2. The product concerned.
3. The reason for the return.

## Rules
- Never promise a refund before the product is received.
- If the order is more than 30 days old, offer a transfer to an advisor.

View, edit, deleteCopy Anchor Link

Click a skill in the tree to show its details: name, badge, description, creation and update dates, number of bots attaching it and number of sub-skills.

• Attached to: lists the agents using the skill; click an agent to open its editor.
• Sub-skills (follow this skill) lists its sub-skills.
• The content is shown as Preview or raw Markdown.
• Edit opens the editor; the trash icon deletes the skill.

Before deletion, a Delete the skill …? window lists the agents that will no longer be able to load it. Sub-skills are not deleted, but they can no longer be reached through this name.

Attach a skill to an agentCopy Anchor Link

1. Open the agent in the editor.
2. Click Skills in the left menu (Intelligence group).
3. Check the skills the agent may load. The sub-skills of a checked skill appear checked and greyed out, with the mention follows its parent skill.
4. Click Save.

The Manage skills link leads to Settings > Skills. If an attached skill has been deleted, an Attached skills not found warning flags it: click it to remove it.

Best practicesCopy Anchor Link

• One skill, one situation. One procedure per skill, with a description that says exactly when to load it.
• Write for the model. Direct guidance, lists, complete examples; avoid vague wording.
• Keep permanent rules in the prompt. The tone, identity and guardrails that apply to the whole conversation stay in the system prompt; one-off procedures go into skills.
• Test the trigger. In the tester, ask a question that should trigger the skill and check that the answer applies its procedure.

Learn moreCopy Anchor Link