Skills & actions

Skills are the actions your agent can take during a call — transferring the caller, booking an appointment, opening a ticket, and so on.

There are two places skills show up, and it helps to know the difference:

• Tools (in the sidebar) is the workspace catalog — the full list of skills available to build with.
• The Skills tab (inside the agent editor) is where you attach and configure skills on one specific agent. Turning a skill on here — or adding a Task on the Persona tab that needs it — makes it available to that agent's calls.

So: browse in Tools, switch on and set up in the Skills tab.

Built-in skills

Skills are grouped by what they do:

Call handling

• Transfer call — hand the call to a person or department.
• End call — wrap up the conversation gracefully.
• Record outcome — log what the call accomplished for reporting.

Scheduling & follow-up

• Book appointment — schedules a meeting on your calendar during the call. This one skill bundles availability lookup and a confirmation SMS or email — no separate setup for those.
• Request callback — logs a request to call the person back.
• Schedule callback — queues a follow-up outbound call at a set time.

CRM & contacts

• Look up customer — recognizes a returning caller by phone or email and greets them by name.
• CRM sync — connects the agent to your CRM to look up and log contacts.

Support & orders

• Create ticket — opens a support ticket and attaches the call summary.
• Look up order — finds an order, booking, or ticket by its reference number.

Skills that need a connection

Some skills rely on an outside app — a calendar, a CRM, a helpdesk. A skill that isn't connected yet shows a ⚠ Needs setup badge until you finish it. Connect the app first under Integrations — see Connect your tools — then the skill is ready to use.

Set up appointment booking

1. Connect a calendar under Integrations (Google, Outlook, or Cal.com). See Connect your tools.
2. In the agent editor's Skills tab, enable Book appointment and choose the calendar to book into.
3. Set your business hours so the agent only offers open times.

The agent can now check availability and book meetings on the call — availability and the confirmation message are handled by the skill itself. To remind callers about their booking, see Appointments & reminders.

Custom tools (advanced)

Need the agent to reach your own system? A Custom API is an operator-defined HTTP endpoint the agent can call during a conversation. Define it once and it behaves like any other skill on the call. This is an advanced option for teams with their own services to connect.