Skills (Beta)

Skills define reusable agent behavior for a specific situation. A skill combines instructions with the tools the agent may use, and can remain available in every conversation or activate only when conditions match.

How skills work

Use skills for focused behavior such as qualifying a visitor, handling pricing objections, booking a meeting, searching the web, or escalating to a human.

Each skill defines:

• Where it is available: the public Website experience, App Mode, or both
• Whether it is always active or conditional
• The instructions the agent follows while it is active
• Any tools the skill grants

Create a skill

1. Open the agent you want to configure and select Edit Agent.
2. Open the Skills tab and enable Skills.
3. Select Create skill.
4. Give the skill a clear, outcome-oriented name.
5. Choose whether it is available on the website, in your app, or both.
6. Configure activation, instructions, and tools.
7. Save the draft, test the behavior, and publish the agent when ready.

For a conditional skill, add an Inactive summary that describes what becomes possible after activation without telling the agent to perform the behavior early.

Activation

Choose one activation mode:

• Always active — the skill is available in every conversation on its selected surfaces
• Conditional — the skill activates only when its field-based rules and formula match

A conditional skill with no rules never activates. Add at least one condition or switch it to Always active before saving.

Instructions and tools

Write direct instructions describing what the agent should do while the skill is active. Type @ to reference data-capture fields, other skills, or tools. For example: “Before offering to book a demo, collect @Email and @Company.”

Some tools are always available to the agent:

• Update data-capture fields
• Present interactive question cards
• Search the agent's knowledge base

Other tools must be granted by a skill:

• Show a booking calendar
• Escalate to a human
• Search the public web

Connected MCP tools stay available by default. Add one to a skill only when you want to limit it to conversations where that skill is active.

When a skill grants Show booking calendar, select the connected calendar that skill should display. A connected calendar alone is not enough—the agent cannot schedule until an enabled skill grants the calendar tool.

Route human escalations

When a skill grants Escalate to a human, its Escalation routing settings control who receives and owns escalations triggered while that skill is active. This lets you give different skills their own routing—for example, send sales conversations to account executives and support questions to technical specialists.

Choose an assignment method

• Notify everyone — notifies the eligible reps in the skill's rep pool. The first rep to take over owns the conversation.
• Round-robin — assigns each escalation to the next available rep in the ordered pool. Aimdoc skips reps who are outside their configured working hours, wraps to the beginning of the list, and continues the rotation across future escalations.

Drag reps into the order you want Aimdoc to use. In Notify everyone mode, the pool limits both who is notified and whose availability is checked. If you leave the pool empty, Aimdoc uses all workspace teammates who have escalation notifications enabled. A round-robin route needs at least one rep; an empty pool falls back to the same workspace-wide notification behavior.

Route matched CRM accounts

If the visitor's company matches an account in your connected CRM, choose how the account owner participates:

• Assign the conversation to them — an available workspace teammate who matches the CRM owner takes the escalation, even if they are not in the rep pool. If the owner is unavailable, Aimdoc falls back to the configured routing.
• Notify them, assign via routing — the rep pool determines the assignee, while the account owner receives an FYI.
• Show as context only — notifications show the account owner's name without notifying them.

For a directed assignment, Aimdoc emails the assignee and mentions them in a configured Slack escalation notification. If nobody eligible is available, Aimdoc does not page the team and the agent continues the conversation instead.

Configure and test routing

1. Open Edit Agent → Skills and create or edit a skill.
2. Grant Escalate to a human under Tools.
3. Under Escalation routing, choose an assignment method, add and order the rep pool, and select the CRM account-owner behavior.
4. Make sure each rep's Working Hours and notification preferences are configured.
5. Save the skill, test an escalation, and publish the agent.

Search the public web

Grant Search the public web when the agent needs up-to-date information that is not in your knowledge base — for example, recent company news, public docs, or a page the visitor referenced.

When you grant search, Aimdoc also enables fetching the contents of specific public URLs the agent discovers. In practice:

1. The agent searches the public web for relevant results.
2. If snippets are not enough, it can fetch a specific page for more detail.
3. Visitors see compact activity in the chat timeline (for example, “Searched”) without the full fetched page body.

Use skill instructions to bound when search is appropriate — for example, “Only search the web for competitor pricing questions; otherwise use the knowledge base.”

Move from workflows

Skills and the legacy Visitor Workflow cannot run at the same time. Disable the workflow before enabling Skills.

When Skills are enabled for the first time, Aimdoc can carry forward an existing escalation prompt as a starter skill. Review its surfaces, instructions, and tools before publishing. Other workflow branches should be recreated as focused skills with explicit activation conditions.