The Skills feature helps you create and manage structured capabilities (or proficiencies) your agents possess. You can assign skills like “Product Troubleshooting” or “Order Management” to agents and optionally associate them with a skill level. This allows the platform to match incoming queries with the most appropriate agents when using the Assign to Human node in Agent Flows. This is particularly helpful for businesses with specialized teams or multi-domain support operations.

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Defining Skills

  • Create Skills
    Define a new skill by providing a name. Optionally, specify a required level range by enabling Is Level Required, and setting minimum and maximum values.
  • Edit & Delete
    Modify existing skill names or level ranges. You can also delete skills if they are no longer needed.
  • Skill Levels (Optional)
    When enabled, skills support a minimum and maximum level—this lets the system refine routing based on an agent’s proficiency. For example, route only to agents with a level of 3 or above in “Billing Support.”
  • Search & Filter
    Easily locate skills in large teams using the search bar.

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How Skills Work in Routing

When you use the Assign to Human node in an Agent Flow, you can apply Skill Filters. The system will then match the routing request only to agents who meet the skill and level criteria, ensuring relevant and efficient handoffs.

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Example Use Case

Let’s say your support team handles multiple product lines. You create skills like:
  • Product A – Troubleshooting
  • Product B – Order Support
When a customer’s issue matches Product A, the Agent Flow can use skill filters to direct it only to agents trained on Product A, improving accuracy and resolution time.