Skills are the modular capabilities every agent draws from. One Skills library powers every channel, so the same Email or Functions skill behaves consistently whether the agent runs in Live Chat, SMS, or a voice call.
In this section
- Identify which Skill category covers your use case.
- Enable a Skill, configure it, and verify behavior in Copilot.
- Combine Skills (e.g., Auditor + Escalation) for layered control.
01
At a glance
| Skill | What it does | Best for |
|---|---|---|
| Live Chat | Web-widget conversations with branding, security keys, and SDK hooks. | Customer support, sales chat |
| Email / SMS / Voice | Channel adapters that let the agent send and receive on each medium. | Multichannel outreach |
| Functions | JSON-schema tool calls into your APIs or n8n workers. | Lookups, writes, custom actions |
| Webhooks | onMessageEnd / onThreadEnd fire-and-forget callbacks. | CRM sync, analytics, alerts |
| Auditor | Real-time PII, hack, and custom pattern detection on every message. | Regulated industries |
| Escalation | Keyword and confidence-based handoff to a human in Copilot. | High-stakes support |
| Scoring | Engagement and quality scores attached to each conversation. | Sales qualification |
| Memory | Per-user persistent context across sessions. | Returning users, accounts |
| Agent-to-Agent Connection | Use the Functions Skill to call another agent mid-conversation via a generic A2A webhook. | Delegating across specialized agents |
| Calendar / Report / Scraper / Retriever | Specialized tool skills for booking, reporting, web scraping, and external retrieval. | Specific task automation |
03