Skills

Equip your agents with specialized capabilities

What Are Skills?

Skills are specialized capabilities that define what an agent can do. They combine domain knowledge, tool access, and behavioral instructions into reusable modules.

By assigning different skills to different agents, you create a team of specialists that each excel in their area of expertise.

Think of it this way If an agent is an employee, skills are their training certifications. A Support Agent might be certified in "Knowledge Base Search" and "Ticket Management", while a Sales Agent is certified in "CRM Lookup" and "Calendar Booking".

Skill Catalog

InnFuse includes a comprehensive skill catalog organized by category. Each skill can be assigned to one or more agents.

Category	Skills	Description
Knowledge	KB Search, Document Parsing, FAQ Matching, Semantic Search	Knowledge base management, document search, and information retrieval
Communication	Email Composition, Message Routing, Template Management, Notification Dispatch	Multi-channel messaging, email composition, and notification management
Commerce	Order Lookup, Product Catalog, Price Calculation, Invoice Generation	E-commerce operations including orders, products, and customer transactions
Research	Web Search, Company Research, Market Analysis, Source Verification	Web research, data gathering, and competitive intelligence
Scheduling	Calendar Access, Appointment Booking, Availability Check, Reminder Setting	Calendar management, appointment booking, and availability checking
Integration	API Connector, Webhook Management, Data Sync, External Lookup	External system integration, API calls, and data synchronization
Analytics	Data Analysis, Report Generation, Trend Detection, KPI Monitoring	Data analysis, reporting, and insights generation from business data
Workflow	Task Creation, Process Automation, Approval Routing, Status Tracking	Business process automation, task management, and multi-step workflows
Compliance	PII Detection, Data Classification, Policy Checking, Audit Logging	Regulatory compliance checking, data classification, and policy enforcement

Assigning Skills to Agents

Skills are assigned to agents during creation or via the agent settings page.

Open the agent's settings page.
Navigate to the Skills tab and browse the catalog.
Toggle skills on or off. Changes take effect immediately.

Tip Start with fewer skills and add more as needed. Agents with too many skills may produce unfocused responses.

Creating Custom Skills

Build skills tailored to your specific business processes. Custom skills extend the platform with domain-specific capabilities.

Name A unique, descriptive name for the skill (e.g., "Invoice Lookup", "Warranty Check")
Description A clear explanation of what the skill does, shown in the skill catalog
Instructions Detailed instructions that tell the agent how and when to use this skill
Tools The tools this skill can access (e.g., CRM Lookup, Send Email, Calendar)

Skill Priority

When an agent has multiple skills, InnFuse uses priority ordering to determine which skill handles a given request.

Higher-priority skills are evaluated first. If a skill's activation criteria match the user's message, that skill handles the request.

Skills are evaluated in order of their assigned priority (1 = highest).
The first skill whose activation criteria match the message handles the request.
If no skill matches, the agent responds using its general knowledge and system prompt.

Domain Vocabulary

Skills can include domain-specific vocabulary to help agents understand industry terminology and respond with the correct terms.

Domain Terms Domain-specific terms and their definitions that the agent should understand
Activation Triggers Keywords or phrases that trigger the use of this vocabulary
Usage Examples Example conversations showing correct usage of domain terminology

Tip Good domain vocabulary dramatically improves agent accuracy. Include common abbreviations, acronyms, and industry jargon your customers use.