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A skill is a playbook. Where rules shape every response, a skill only kicks in when a shopper’s situation calls for it, and then the agent follows your instructions step by step. Think of the difference between “always be polite” (a rule) and “here’s exactly how we help someone find their size” (a skill). You’ll find Skills as a tab in Brain.

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Creating a skill

Click into the Skills tab and fill out three fields: Skill name. A short label like “Size finder” or “Gift concierge.” This is for you and the agent, not shoppers. When should this skill be used? This is the trigger, and it’s the most important field. It controls when the agent reaches for this skill, so be specific about the shopper intent and the signals that should activate it. For example: “When a shopper asks which size, fit, or variant will work for them.” Instructions. The playbook itself. Write it as numbered steps in plain language, the way you’d train a new hire:
All three fields are required. Save, and the skill is live. Like rules, every skill in your list is active; delete a skill to retire it.

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How the agent uses skills

The agent always knows which skills exist and what triggers them, but it only reads the full instructions when a conversation matches a trigger. So a shopper asking about shipping never sees size-finder behavior, and your size-finder instructions can be as detailed as you want without cluttering every other conversation.

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Skill ideas for a Shopify brand

  • Size and fit finder. Ask fit questions, apply your sizing quirks, recommend a size.
  • Gift concierge. Ask who the gift is for, the occasion, and budget, then recommend two or three options.
  • Routine builder. For skincare and supplements, ask about goals and build a multi-product routine.
  • Restock helper. When someone mentions running out, find their product and offer the larger size or a bundle.

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Skills vs. Actions

Skills are conversational playbooks: instructions the agent follows in chat. Actions are integrations: concrete things the agent can do, like showing a store locator map or sending a lead to Klaviyo. They combine well. A “help them find a store” skill can tell the agent when and how to use the Show stores action.