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Use this page to manage the Skills tab in AI Agent Studio. If you have not finished the Identity tab yet, start with Set up your AI agent in AI Studio.

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Prerequisites

  • You already created an AI agent in AI Studio.
  • You completed the basic identity setup for that AI agent.
FAQ skillset is being deprecated. If your agent still uses the FAQ skillset, move those files into the new Knowledge Base. The in-product banner on the Skills tab links to the same Knowledge Base destination — see How to add your data to AI knowledge base.

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Step 1: Open the Skills tab

  • Go to AI Studio.
  • Open the AI agent you want to configure.
  • Open the Skills tab.

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Step 2: Review the AI capabilities area

The Skills tab groups capabilities into three sections:
  • Commerce — Product recommendation, Create order, Order tracking.
  • Engagement — Collect data, Follow-up.
  • Tool — Auto-resolve, Escalation.
If no skills are set up yet, the page prompts you to add a skill first.

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Step 3: Add a skill

  • Click Add skill.
  • Select the skill you want to add from the Commerce, Engagement, or Tool group.
  • Click Add to confirm.
After you add a skill, it appears in the matching section on the page with a switch and a configuration card.

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Step 4: Turn a skill on or off

  • Use the switch on the skill card to enable or disable that skill without removing its configuration.
  • Open the skill card if you need to configure its settings.

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Step 5: Configure individual skills

Each skill has its own configuration card. The sections below cover the engagement-related skills in detail; the commerce skills (Product recommendation, Create order, Order tracking) are configured the same way once added, with skill-specific options.

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Collect data

Use this skill to gather customer information for leads, retargeting, or order fulfillment. The skill card opens a Data to collect view.
  • Primary data — select the checkboxes for the fields you want to collect (for example, email or phone number).
  • Instructions — type guidance the AI agent should follow when asking for each field, so the request feels natural in conversation.
  • Add more data to collect — enable additional or custom fields. Custom fields (for example, “Shoe size”) are defined in the Customers menu and surfaced here once created.

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Follow-up

Use this skill to re-engage customers who stop responding.
  • Toggle the skill on from its card.
  • Set a wait duration before the follow-up message is sent (for example, 1 hour).
  • Customize the Follow up message (for example, “Hi, do you have any other questions?”).

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Auto-resolve

Use this skill to keep your ticket queue clean by automatically closing inactive conversations.
  • Toggle the skill on from its card.
  • Set a wait duration to count from the customer’s last message before the ticket auto-resolves.
  • Optionally set a Closure message (Optional) — the final message sent to the customer when the ticket closes (for example, “Thanks for contacting support — let me know when you have other questions.”).

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Escalation

Use this skill to hand off the conversation to a human agent under specific conditions you define (for example, high-emotion complaints, refund requests, or topics outside the agent’s scope).

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Commerce skills (summary)

  • Product recommendation — suggests products from your catalog based on what the customer is asking for. Requires a connected commerce platform.
  • Create order — generates a draft order or checkout link from the conversation. Requires a connected commerce platform (Shopify or bitbybit commerce).
  • Order tracking — looks up the current shipping status of an order placed by the customer.

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Step 6: Remove a skill if you no longer need it

  • Use the remove action on the skill card.
  • Confirm the removal.