What it’s for
Skills are tags such as language, product, or level. Conversation distribution uses these tags to choose who answers. That way, a conversation in English goes to someone who speaks English.Who can do it
Everyone sees the tab. Only Owner and Admin create, delete, and assign skills. The other roles (Supervisor and Operator) can only read.Where to click
Settings › Organization › Skills.Step by step
1
Create the skill
In one of the groups (Language, Product, Level, or Other), click Add, write the name, and press Enter.
2
Give the skill to people
In the People list, click the pencil next to the name and tick their skills.
3
Require the skill on the inbox
In the inbox options, under Require skill, choose Don’t require, Always the same, By the contact’s tag, or By the contact’s field.
What happens next
In distribution (“Hand over to a person” and AI), only people who have the required skills receive the conversation. If nobody on the team has the skill, the screen warns you and the conversations go to the queue. With By the contact’s tag, a contact with the “English” tag only goes to people who have English. Names are compared without accents and ignoring case.Common errors
- Couldn’t save skills. Try again.
- Couldn’t load skills. Use Try again.
- Choose the contact field: you forgot to choose the field in the By the contact’s field mode.
- When you delete a skill, it is removed from the people and from the inboxes that require it. Confirm with Delete.