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Skills are specific abilities that human agents possess, such as language proficiency and expertise in particular domains.

Only users with the Administrator and Supervisor roles can configure and assign skills.

Create a Skill

To create a skill, follow these steps:

  1. Open the Live Agent interface.
  2. Go to Settings > Skills.
  3. In the upper-right corner, click Add Skill.
  4. In the Add Skill window, fill in the following fields:
    • Type — select one of the following types:
      • Language — a skill that refers to language expertise.
      • Skill — a skill that refers to specific knowledge.
    • Name — specify a unique name that reflects the skill. For example, English, Spanish, German for the Language type, or specific skills like IT, HR, Customer Service for the Skills type.
  5. Click Submit.

The skill will appear in the list on the Skills page. Afterward, you can edit or delete the added skill.

Assign a Skill

To assign a skill to a human agent, follow these steps:

  1. Open the Live Agent interface.
  2. Go to Settings > Agents.
  3. In the row with the agent, click Skills.
  4. In the Skills window, click Add skill.
  5. Select a skill type and its value. You can add multiple skills.
  6. Click Add Skills.

The skills will appear in the Skills column of the row with the agent.

If you want to remove a skill from the row with the agent, open the Skills window and click cross on the right side of the selected skill.

Apply Skills

To start using skills in conversation routing, you need to specify your created skills in the Handover to Agent Node.

If you want to assign conversations only to agents relevant to their skills, in addition to the Handover to Agent Node, you can add the Check Agent Availability Node. In this case, if a relevant agent is not found, you can notify the user. This Node checks only online agents with the relevant skills and performs routing.