Skills - Theymes

A skill is a focused set of instructions for a particular support situation. Use skills for procedures such as login troubleshooting, explaining app features, or recognizing when a missing purchase needs human review. Add skills to each agent for the situations it should handle.

Instructions versus skills

Aspect	Agent instructions	Skills
Purpose	Defines the agent’s overall role and boundaries.	Explains how to handle a particular situation.
When used	Throughout the conversation.	When the situation matches the skill.
Example	“Help with app usage questions; hand account changes to a human.”	“How to troubleshoot a connection error.”

The agent chooses the right skill based on the skill description. It can use multiple skills for the same request.

Add a skill

Open the agent under AI Agents.
In Skills, select Add skill.
Fill in all fields.
Select Save skill.

Field	What to write
Title	A short, recognizable procedure name.
Description	A summary of the help this skill provides, can also contain guidance on when to use.
Instructions	The procedure, decision points, boundaries, and handoff conditions. Markdown is supported.

All fields are required.

Example: missing purchase review

Title

Missing purchase review

Description

Help customers report purchased items that have not arrived and recognize
when a human must investigate.
Use when a customer says they paid for a feature, upgrade, or subscription but
did not receive it, including descriptions such as "my upgrade never appeared"
or "I was charged but my subscription is inactive."

Instructions

1. Acknowledge the missing purchase without claiming it has been verified.
2. Search the published knowledge base for the app's purchase-delivery
   guidance. Only suggest checks documented there.
3. If useful information is missing, ask which item was purchased, on
   which platform, and approximately when. Do not request payment card
   details or passwords.
4. Escalate when the purchase requires an account or payment investigation.
   Tell the customer a human will take over and the next reply may take a while.
5. Do not promise compensation, a refund, or that items have been restored.

Adjust the procedure to your support policy.

Edit or delete skills

Select Edit beside a skill, update its fields, and select Save skill. Select Delete and confirm to permanently remove a skill. Changes may not immediately affect ongoing conversations that are already using the skill.

Write focused skills

Keep each skill centered on a recognizable support situation.
Use numbered steps and explicit decision points.
Reference published knowledge for product facts that change.
Explain when the agent should ask a question, continue helping, or escalate.
Keep skills consistent with the agent’s general instructions and your support policy.

Skills guide how an agent handles a request. Use assignment rules to choose which tickets it receives.

​Instructions versus skills

​Add a skill

​Example: missing purchase review

​Edit or delete skills

​Write focused skills

Instructions versus skills

Add a skill

Example: missing purchase review

Edit or delete skills

Write focused skills