Skills

Skills let your agent take actions during a conversation — not just answer questions, but actually do things. When a visitor asks about their order, books an appointment, or fills in a support request, the agent calls the relevant skill to get real data or complete the action.

There are two types of skill:

Instant skills

Adding a skill

Go to Skills in the left nav and click Add skill. Give it a name, describe what it does, and point it at your endpoint. The description is the most important part — the agent reads it to decide when to call the skill, so be specific about what it does and what questions it answers.

Testing a skill

Once saved, click Test on the skill to fire a test call and see exactly what your endpoint returns. Always test before attaching a skill to a live agent.

Rich content

Skills can return interactive elements — buttons, cards, carousels — that appear inline in the chat alongside the agent's reply. See the Widget page for what's available.

Flows

A flow guides the visitor through a fixed sequence of steps — collecting information turn by turn — before completing an action at the end.

Creating a flow

Go to Skills > Flows > New flow. The visual builder lets you add steps, write the messages the agent delivers at each step, and set up branches based on how the visitor responds.

Attaching a flow to an agent

Open the agent's Skills tab and attach the flow. You can set a trigger phrase — a word or phrase that causes the agent to start the flow when the visitor says it. Without a trigger phrase, you control when the flow starts through the flow's own step logic.

Tips

• Keep flows short. More than five or six steps starts to feel like filling in a form.
• Flows work well combined with instant skills — collect the details in a flow, then use a skill to act on them.