Skills are the focused, repeatable workflows you give an agent — one for each job you need it to do. Each skill has its own opening line, instructions, tool overrides and settings, plus its own version history, and is locked to a specific type when you create it. An agent can have several skills working together.
You manage them on the Skills tab of the Agent Hub.
Every skill is one of two types, chosen at creation:
On the Skills tab, click Add Inbound or Add Outbound, give the skill a name (e.g. "Booking flow"), and click Create skill. You can later pause, resume, search and filter your skills, and delete ones you no longer need.
Open a skill to configure it. The header shows its type, version, parent agent and number of tool overrides, with Pause and Delete controls. Settings are grouped into sub-tabs.
The sub-tabs you see depend on the skill type:
| Sub-tab | Inbound | Outbound | What it's for |
|---|---|---|---|
| Behavior | ✓ | ✓ | The skill's opening line and instructions. |
| Tools | ✓ | ✓ | Which tools this skill can use. |
| Configuration | ✓ | ✓ | Type-specific settings (see below). |
| Call Logs | ✓ | ✓ | Recent calls handled by this skill. |
| Numbers | ✓ | — | Phone numbers routed to this skill. |
| Calendar | ✓ | — | Calendar/scheduling for the skill. |
| Contacts | — | ✓ | The campaign — who the skill calls. |
| Versions | ✓ | ✓ | Snapshot history with rollback. |
A skill inherits the agent's personality; the Behavior tab is where you set the specific opener and steps for this flow.
Controls which Tools this skill can use. Tools the agent already has can be switched on or off here, and you can override them per skill.
Type-specific settings. Both skill types share:
Inbound voice skills also have:
Outbound voice skills also have:
See Campaigns for the outbound settings in detail.
A snapshot history of this skill, with rollback — just like the agent itself.
An inbound skill handles calls routed to it. Attach phone numbers on the skill's Numbers tab, or route a number to it using its MyPBX code. See Setting Number Route to point an inbound number at your agent.