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Skills determine what an AI agent can do. Start with the smallest set needed for its job, then test each skill before customer use. AI Agent Studio Skills tab showing enabled Engagement and Tool skills beside AI Playground
Some skills can create orders, update customer data, send follow-ups, close tickets, or hand conversations to another agent. Verify the result in its destination instead of relying only on the AI reply.
1

Open Skills

Open the intended agent in AI Studio > AI agent studio, then select Skills. If Save your agent to unlock skills appears, return to Identity and save the agent first.
2

Add and configure a skill

  1. Select Add skill and choose the skill.
  2. Select Add, then open its card.
  3. Review the settings and connected system.
  4. Select Save skillset when that control appears.
  5. Confirm that the skill switch has the intended state.
3

Check the result

Test one request that should use the skill and one that should not. Check the actual order, customer profile, ticket assignment, message, or automation result separately.

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Choose a skill

  • Product recommendation: confirm that the intended catalog and commerce connection are available.
  • Create order: specify what the agent must confirm before creating an order. During testing, inspect the resulting order and its status.
  • Order tracking: use an approved order and verify the reply against the actual order record.
  • Confirm the item, variant, quantity, address, shipping choice, and customer approval in the instructions.
  • Review the selected commerce source and any draft-review option shown.
  • Use an approved test and inspect the created order before treating the test as successful.
  • Follow the limits and validation displayed in the current workspace.
  • Confirm who can receive a message or handoff and when the action should stop.
  • Do not test Auto-resolve on a real unresolved customer ticket.
  • A skill is unavailable: check the saved agent, required connection, and workspace access.
  • Save fails: read the exact error and check whether the previous settings remain active.
  • The reply claims success without a result: treat the action as unconfirmed and inspect its destination before retrying.
  • You no longer need a skill: turn it off to keep its settings, or use the removal action and review the confirmation.