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V3 Skills replace the older Procedures model. Use Skills when an agent needs conditional process guidance, a repeatable playbook, or instructions for using tools and workflows. For setup steps, see Skills.

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What Goes In Skills

  • If-then instructions for customer scenarios
  • Step-by-step SOPs
  • Escalation processes that depend on context
  • Tool-use instructions
  • Workflow instructions
  • Reusable brand or team practices for a specific scenario

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Skill Patterns

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Good Skill Examples

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Condition Clarity

Bad: “If needed, extend the deadline.” Good: “If a customer requests a deadline extension and no conflicting commitment exists, offer up to 48 hours. If the deadline affects a confirmed appointment, escalate.”

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Customer-Facing Outcome

Bad: “If customer reports an issue, notify the operations manager and create a task.” Good: “If a customer reports an issue, acknowledge it, ask for any missing details, and confirm that the team will follow up. If the issue is urgent, escalate.”

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Tool Use

Bad: “Book the appointment.” Good: “If the customer asks to book an appointment, collect the preferred date and time window, check availability with the appointment tool, then confirm only if the tool returns an available slot.”

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What Not To Put In Skills

  • Static facts that belong in Knowledge
  • Overall tone that belongs in Persona
  • Hard restrictions that belong in Guardrails
  • Raw credentials or secrets
  • Tool implementation details that belong in the tool code

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V3 Location

Open Build > Agents > Skills to manage workspace Skills. Open an individual agent and select Skills to decide whether that agent can use a Skill.