---
title: "Skills"
description: "What your agents can do in a conversation, and where each built-in skill is set."
source: https://hiy.ai/docs/skills
---

# 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.