Skip to main content
Skills are reusable instructions that tell agents how to handle a situation. In V3, Skills replace the older Procedures model and can reference other Skills, Knowledge, tools, workflows, custom fields, connections, and groups. Open Build > Agents > Skills from the Agents sidebar.

​
When To Use Skills

Use Skills for process knowledge that is more than a static fact:
  • How to handle a refund request
  • How to triage an urgent issue
  • How to use a workflow or custom tool
  • How to format a specific kind of answer
  • How to apply a brand or team operating standard
Use Knowledge for facts the agent needs to retrieve. Use Persona for the agent’s overall role and tone. Use Tools for executable actions and the model-facing description of when each action should be used.

​
Create A Skill

1

Open Skills

Go to Build > Agents > Skills.
2

Choose a creation method

Click the add button and choose With Skill Creator or Write Manually.
3

Fill metadata

Set the title, description, tags, and any allowed tool context.
4

Write the instruction

Write the scenario, conditions, steps, tool usage, and expected output.
5

Enable and assign

Keep the Skill enabled if agents should use it, then confirm the relevant agents have it assigned.

​
Skill Editor

The Skill editor supports rich text plus structured references.

​
Compose Skills With Knowledge

Skills do not need to repeat every fact or every related procedure. Reference the existing source instead:
  • Reference a Knowledge page when the Skill needs facts, policies, listing details, or source-backed context.
  • Reference another Skill when the current playbook depends on a reusable sub-process, such as escalation handling, refund handling, or appointment rescheduling.
  • Keep the current Skill focused on the scenario trigger, decision steps, and expected agent behavior.
For example, a “VIP guest complaint” Skill can tell the agent to follow the “Escalate urgent property issues” Skill when the complaint is safety-related, and to use the “VIP guest benefits” Knowledge page when explaining available accommodations.

​
Per-Agent Skills

Open an agent and go to Skills to control which workspace Skills that agent can use. New workspace Skills are enabled for all agents by default. If you create a Skill that should only apply to one agent, remove it from the other agents after creating it. When a Skill is deleted, it is removed from all agents as part of cleanup.

​
Examples

​
Reusable Brand Voice

Use a Skill when the agent needs a repeatable style for a specific situation:
When responding to a VIP customer, acknowledge their status, keep the reply concise, and offer a concrete next step. Do not over-apologize.

​
Escalation Process

Use a Skill when the agent needs a conditional playbook:
If the customer reports property damage, ask for a photo, collect the reservation ID if available, and escalate to the operations team. Do not promise reimbursement.

​
Tool-Use Instruction

Use a Skill when the agent needs to call a workflow or custom tool:
If a guest asks to reschedule an appointment, check availability with the appointment tool before offering times. Only confirm after the tool returns an available slot.

​
Maintenance

Review Skills when escalations repeat, when a tool changes, or when a policy changes. A good Skill is specific enough to trigger in the right scenario and narrow enough that it does not compete with unrelated Skills.