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Skills are reusable instructions that tell agents how to handle a specific situation. Use @ mentions to connect a Skill to tools, workflows, other Skills, listing groups, listings, and reservation statuses. Open Agents from the main sidebar, then select Skills from the Agents sidebar.
A Skill showing its description, assigned agents, and troubleshooting instructions

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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.

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Create a Skill

1

Open Skills

Open Agents from the main sidebar, then select Skills from the Agents sidebar.
2

Choose a creation method

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

Add a title and description

Give the Skill a clear title. In the description, explain what the Skill does and when an agent should load it.
4

Write the instruction

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

Save your changes

Click Save.
6

Enable and assign

New Skills are enabled and assigned to all current agents by default. Disable the Skill or change its agent assignments if needed.

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Skill Editor

The Skill editor supports formatted instructions and @ mentions. Type @ in the instruction editor to open the mention menu.
The Skill mention menu showing tools, Skills, listing groups, listings, and reservation statuses
Mentioning a tool tells the agent which tool the instruction refers to. It does not grant access to that tool. Enable the tool from the agent’s Tools tab first.

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Keep Facts in Knowledge

Skills should describe a process, not repeat facts that already live in Knowledge. Agents can retrieve relevant Knowledge while following a Skill.
  • Keep facts, policies, listing details, and other source-backed information in Knowledge.
  • Use an @ mention for another Skill when the current playbook depends on a reusable 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 mention the “Escalate urgent property issues” Skill for safety-related complaints, while VIP benefits and property details remain in Knowledge.

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Per-Agent Skills

Open an agent and go to Skills to control which workspace Skills that agent can use. New, enabled Skills are assigned to all current agents by default. If a Skill should only apply to one agent, remove it from the other agents after creating it. Disabling a Skill prevents assigned agents from using it. Deleting a Skill removes it from every agent.

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Review Skill Activity

Use the Activity view to see when agents report using a Skill and review what role it played in each run.
  1. Open Agents from the main sidebar, then select Skills from the Agents sidebar.
  2. Select a Skill.
  3. Click Activity next to Instructions.
  4. Choose the last 7, 30, or 90 days.
The Skill information panel also includes a 30-day summary. Open the panel from the top-right corner of the Skill, select Activity, then click Open full view to see the run log.
Skill Activity showing runs, agents using the Skill, average runs per day, and the daily activity chart
The summary shows:
  • Runs: Agent runs attributed to the Skill during the selected period.
  • Agents using it: Active agents with at least one attributed run during the selected period.
  • Average per day: The average number of attributed runs each day.
  • Runs per day: A daily view of attributed runs. Hover over a bar to see the exact count.
An attributed run means the agent reported using the Skill. Attribution alone does not prove that the Skill changed the response. Click Explain to ask Operator to assess its influence. An in-context run means the Skill was available from an earlier run in the session, but the agent did not report using it in this run. The summary and chart count attributed runs only; the run log includes both types.

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Filter Activity

Select an agent under Agents running this Skill to filter the run log. Use the disposition menu above the run log to show runs with a specific result.

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Read the Run Log

The run log shows when the run happened, which agent handled it, its related conversation when available, its disposition, and how long the run took.
  • When a run is linked to an Inbox conversation, click the conversation to open it in a new tab.
  • Hover over a disposition dot to see what it means.
  • Click Explain on an attributed run to ask Operator how the Skill affected the response.
  • Use the Open in inbox icon from an explanation to review the full conversation when one is available.
  • Use Continue in Operator when you want to ask follow-up questions about the explanation.
Operator may describe the Skill’s influence as:

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Understand Dispositions

A disposition describes what happened at the end of the agent run.

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Examples

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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.

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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.

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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.

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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.