Skills
A skill is something an agent can do in a conversation, such as answering a policy question from the policy itself or offering your booking link. An agent chooses a skill while it answers.
Note
Preview. Skills is not live yet. You can read every skill, and the switches work when it is. Press Tell me when it’s live and we will let you know.
The catalogue
Skills in the left rail is hiy’s catalogue for the whole workspace, in four groups.
| Group | Skills |
|---|---|
| Support | FAQs & policies · Official guidance · Existing customers · Access needs · Customer requests |
| Sell | Catalogue match · Book a call |
| Service | Callback · Order status |
| Built in | Search knowledge · Handover · Laid-out answers |
Used by shows the agents that hold each built-in skill. A skill that is not live says Not live yet. Pick Agent in the side list to see one agent’s skills.
Press a skill to open its sheet: Does, Used when, Guardrails, Needs, and one switch for each agent it suits. The switches are off and cannot be pressed until Skills is live. A skill is not offered to a kind of agent it does not suit: a Twin has no support skills.
Built-in skills
Built-in skills are always on, and you set them where they live.
| Skill | Set in |
|---|---|
| Search knowledge | Always on. Nothing to set. |
| Handover | Settings › Handover (Support Agents and Team Agents) |
| Laid-out answers | Settings › Rules |
On an agent’s page
An agent’s Skills page lists only the skills its kind can hold, each with its switch. All skills opens the catalogue filtered to that agent.