Skills: Custom Agent Behaviors

Configure How Your Agent Acts in Specific Situations

What Are Skills?

Skills are detailed instructions you give the agent to handle specific situations.

Analogy: Business Information is "what I know", Skills is "how I should act".

Real-World Example

WITHOUT a Skill:

Customer: "How much is the Pro plan?"
Agent: "We have a Pro plan. $99 per month."

WITH a Skill "Promote Premium":

Customer: "How much is the Pro plan?"
Agent: "The Pro plan is $99/month and includes:
- 24/7 support
- 50GB storage
- Custom reports
- FIRST MONTH FREE. Interested?"

When to Use Skills

Use them for:

• Procedures the agent must follow
• Special promotions or incentives
• Automatic escalations
• Complex responses
• Upselling or cross-selling
• Customer retention

DON'T use them when:

• Information is simple (use Business Info instead)
• Data changes daily (use FAQs instead)
• An FAQ solves the problem

Structure of a Skill

Every skill has 3 parts:

1. Name (Identifier)

Clear and specific.

GOOD:

• "Promote Premium Plan"
• "Escalate Payment Issues"
• "Win-back Offer"

BAD:

• "Stuff"
• "Helpful skill"

2. When to Use It (Trigger Condition)

The exact conditions that activate the skill.

GOOD:

"When a customer asks about pricing, plans, 
or features of our service."

BAD:

"Sometimes"
"When they ask stuff"

3. What the Agent Should Do (Instructions)

Detailed step-by-step instructions.

GOOD:

"Explain that the Premium Plan includes:
- 24/7 support
- 50GB storage
- Custom reports
Always mention the 30-day free trial.
Ask if they want to upgrade today."

BAD:

"Be helpful"
"Sell the plan"

How to Create a Skill

Step 1: Go to Advanced

In WOZTELL:

Channels
→ Your channel
→ Meta AI Agent
→ Scroll down
→ "Advanced" (expandable section)

Step 2: Click "Add Skill"

In the "Skills" section, find the blue "Add skill" button.

Step 3: Complete the Form

A modal will open:

Name: "Promote Premium Plan"

When to use it:
"When a customer asks about pricing or plans."

What the agent should do:
"Explain that the Premium Plan costs $99/month and includes:
1. 24/7 customer support
2. 50GB cloud storage
3. Custom report generation
4. Integrations with Zapier & Make

Always mention the 30-day free trial.
Ask if they want to start today.
If they ask about payment, offer installments (3 months)."

Step 4: Save

Click "Save". The skill will appear in the list.

Real-World Examples

Example 1: E-commerce - Upsell

Name: "Recommend Add-ons"

When: "When a customer buys a basic product"

What:

"Recommend complementary products:
- If buying phone: suggest case, screen protector
- If buying laptop: suggest USB-C hub, mouse
- If buying headphones: suggest travel case

Include prices. Offer 10% discount if buying 2+ items.
Mention bundles ship faster (1 day vs 3 days)."

Example 2: SaaS - Support Escalation

Name: "Escalate Technical Issues"

When: "When a customer reports a technical error or bug"

What:

"Acknowledge seriously:
'I understand this is frustrating. I'm escalating to our engineering team.'

Ask for:
1. When did this start?
2. What steps did you take before it failed?
3. What's your desired outcome?

Provide ticket number and set expectations:
'Our team will respond within 1 hour during business hours.
You'll receive an email with status updates.'"

Example 3: Retention - Win-back

Name: "Win-back Offer"

When: "When a customer mentions canceling or switching"

What:

"Respond with empathy:
'We'd hate to see you go. Let me see if I can help.'

Ask what's wrong:
'What's not working for you? Price? Features? Support?'

Based on answer:
- If price: '50% discount for 3 months'
- If features: 'We just launched X last month'
- If support: 'Our team can help with dedicated support'

Make it personal:
'You've been with us for [duration]. 
Here's what I can offer you...'"

Important Limitations

⚠️ Don't Create Two Skills for the Same Thing

If there are 2 skills for "price questions", the agent may answer twice or get confused.

Solution: Combine into one skill with specific "When" conditions.

⚠️ Don't Contradict Another Skill

If Skill A says "$99" and Skill B says "$149", the agent gets confused.

Solution: Check consistency before creating.

⚠️ Agent Decides Whether to Apply

The "When to use it" is a guide, not a command. If the question is ambiguous, the agent chooses.

That's why: Be SPECIFIC in triggers.

Best Practices

1. Be Very Specific in "When to Use It"

BAD: "When customer needs help"

GOOD: "When a customer asks how to integrate our app with Zapier"

2. Include Numbered Steps

BAD: "Ask their problem, apologize, offer solutions"

GOOD: "1. Apologize 2. Ask when 3. Ask setup 4. Offer troubleshooting"

3. Mention Concrete Information

BAD: "Offer a discount"

GOOD: "Offer 50% off for 3 months. Code: STAY50"

4. Don't Repeat Business Information

BAD: Create skill for "Payment Methods" (already in Business Info)

GOOD: Create skill for "Handle Failed Payment" (complements)

Use Cases by Industry

Retail/E-commerce

Skill 1: "Personalized Recommendations" - When they search or ask for suggestions

Skill 2: "Returns Policy" - When they ask about returns

SaaS

Skill 1: "Competitor Comparison" - When they ask how you compare

Skill 2: "Free Trial Upgrade" - When they're in trial with low engagement

Services/Consulting

Skill 1: "Appointment Confirmation" - When customer books

Skill 2: "Upsell Services" - After service completed

Testing Skills

How to Verify They Work

1. In "Test your agent", type a message that triggers the skill
2. Verify the agent responded according to the skill
3. Then test in real WhatsApp

Interpreting Results

✅ The skill worked:

• Agent responds according to instructions
• Includes all mentioned points
• Tone is correct
• Clear call to action

❌ The skill DIDN'T work:

• Agent responded generically
• Lost important steps
• Wrong tone
• Missing call to action

If it fails: Rephrase the "When to use it" to be more specific.

Quick Summary

Next Steps

1. Create 3 skills for your business (1 sell, 1 support, 1 retention)
2. Test each one in "Test your agent"
3. Test in real WhatsApp
4. Monitor if the agent uses them
5. Adjust based on results

Need More?

• Visual components: See "UI Skills Guide"
• Access external data: See "Connectors Guide"
• Basic configuration: See "Full Reference Guide"