Skills

A skill is a short set of numbered steps for one situation your team handles the same way every time: a return, a question about where an order is, an address change. Drafted replies follow the skills that are switched on, and so does Haylee. Skills that are not switched on change nothing.

Find them under AI Agent > Skills. The page has three tabs, Active, Drafts and Archived, a search box that looks through names and steps, and ten templates to start from.

2. Skills for Haylee, your AI agent

What a skill holds#

Statuses#

The Skills page and the AI Agent overview both say how many skills are waiting.

Who can do what#

Create a skill from a template#

The ten templates cover order status and tracking, returns and exchanges, damaged or wrong items, cancellations, address changes, refund status, lost or stolen packages, discount codes, subscription changes and product questions. Each one leaves your own policy in brackets.

1. Open AI Agent > Skills and click a template under Start from a template.

2. Read the steps and replace every [BRACKET] with your policy: your return window, your processing time, the team that takes escalations. The count under the steps, such as "1 still in brackets.", shows how many are left.

3. Adjust When to use it so it uses the words your customers use.

4. Click Save as draft to keep working on it later, or Save and switch on if you are a lead agent or admin and it is ready.

Create a skill from a blank page#

1. Click Create skill.

2. Give it a Name and write the Steps. Add a step adds the next number; Insert an action… puts the action's name into the steps where your cursor is and ticks it under Actions it uses.

3. Fill in When to use it, pick the Intents it covers and check Use knowledge.

4. Click Save as draft or Save and switch on.

You can also ask Haylee to write one, in Slack or from Ask Haylee: "write a skill for how we handle orders that arrive damaged". Her skill arrives in the Drafts tab marked Waiting for you.

Read and switch on a skill that is waiting#

1. Open the Drafts tab and click the skill.

2. Read the steps as if you were a new teammate following them. Fill in any brackets and fix anything that is not how you work.

3. Click Save and switch on. Drafts follow it from the next one.

The right-hand side of a skill shows who wrote it, when it was created and last updated, who switched it on, its version number, and for a skill drawn from earlier replies, how many replies it was drawn from.

Change an active skill#

Open the skill, edit it and click Save. What happens next depends on who you are:

• A lead agent or admin changes the skill straight away.

• An agent, or Haylee, sees the button as Propose change. The change is saved as a separate draft, marked Waiting for you, and the active text keeps working. When a lead agent or admin opens the proposal, they see The active text this would replace above it and click Accept change to put the new text into the original skill. The skill keeps its place in reports, and the proposal is archived.

Switch off, archive and restore#

• Switch off turns an active skill back into a draft. Lead agents and admins only.

• Archive puts a skill away. Anyone who writes skills can archive a draft; archiving an active skill needs a lead agent or admin. Open proposals for it are archived with it.

• Restore as draft brings an archived skill back as a draft, for a lead agent or admin to switch on again.

Skills are never deleted for good. Archive the ones you no longer use.

History#

Open History at the bottom of a skill to see every saved version: created, edited, change proposed, switched on, switched off, archived, restored and change accepted, each with who did it and when.

The page lists the versions but does not show an earlier version's text or put it back. To go back to an older wording, edit the skill and type it in again; the REST API's skill revisions endpoint returns each version in full if you need the old text.

See whether a skill is used#

AI Agent > Performance lists the skills your drafts followed, with how many of those drafts were used or discarded. Under any draft, What this draft was written from shows in bold the skills it followed. See AI Agent performance report.