Skills

Skills are multi-step jobs your agent runs end to end, such as testing its answers against your past tickets or writing up a month of conversations. How to run one and read the result.

A skill is a job your teammate knows how to do end to end: a multi-step job with a set process and a saved result. Your teammate testing its answers against hundreds of your past tickets is a skill. Reading a month of conversations and writing up what customers keep asking about is a skill.

A skill can also act on what it finds, so the work gets finished rather than handed back to you.

Quick start

1

Ask your agent to run a skill

Open the chat in your dashboard and ask for the skill by name, or describe the job you want done. Your agent picks the skill, gathers what it needs and reports each step in the chat as it goes.

The Helpdesk simulation skill starting from one line of chat.

If the skill needs an app you have not connected, it tells you and walks you through connecting it.

2

Read the result

When it is done, the result comes back in the same chat: the headline finding first, then the detail.

The headline score, then the same score split by theme.

It ends with what it suggests you do next, a link to the full output, and a note of anything it sent on your behalf.

Five ranked fixes, the report link, and the email it sent.

3

Open the full report

Click the link, or the file under Files in the left sidebar. The report opens as a document beside the chat, so you can read it and act on it in the same place.

The saved report, with the chat still beside it.

A skill can also run on its own. Attach it to an automation and it runs on a schedule, for example a report every Monday morning.

4

Or start one from the Skills page

Open Skills in the left sidebar to see every skill your agent has, grouped by what it is for. Click Ask eesel on a tile and the chat opens with that skill ready to run. See an example shows a sample of what it produces.

The Skills page, with Ask eesel on each tile.

What ships out of the box

Skill	What it does
Simulation	Runs your agent against real past tickets or generated test cases, scores each answer, and suggests instruction changes
Analyze and improve replies	Looks at what your team rejected or edited, finds the pattern, and suggests fixes
Review agent setup	Audits your agent's configuration and performance, and tells you what to change
Analyze ticket trends	Recurring topics, sentiment, volume and resolution patterns across your conversations
Update knowledge base	Finds the questions your help center does not answer, and drafts the missing articles
Write a blog post	Researches and writes a full post with images. See Content Writing
Translate content	Translates content while keeping formatting and meaning intact
Draft an internal note	Writes a reply as an internal note for your team to review
Send a public reply	Sends a reply to the customer
Look up Calendly meetings	Reads your Calendly bookings: who a meeting is with, who is hosting, when, and whether it was canceled. Read-only
Voice call transcriber	Transcribes call recordings
Commit and push to GitHub	Commits and pushes changes to a repository

Work that is not on the list

If the job you want is not a skill here, describe it in chat. Your teammate does the work. When it is something you will want again, it writes the steps down as a file under Files, not as a skill, so next time you only have to ask.

FAQ

A skill shows "Contact us" instead of an add button. Why?

Some skills need to be switched on for your workspace before your teammate can add them. If one is not available, contact us or ask in the in-app support chat under Help and support.

Is there a community marketplace?

Not yet. The skills on your Skills page are built by eesel and added from there, or by asking your agent in chat. From a terminal, eesel chat "turn on the ticket trends skill" does the same through the CLI. A community marketplace where teams publish skills for each other is something we are working towards.

Can a skill work across more than one app?

Yes. A skill can use anything your agent is connected to, in one run: read your helpdesk, check Shopify, and post the result to Slack. A skill can also reach your own systems through Network Access.

Where do I see what a skill produced?

Every run shows up in Activity with its output attached. Outputs sent to a file live under Files.

Can a skill have its own instructions?

Yes. A skill can carry saved instructions that apply only when it runs, so a blog style guide does not sit in the instructions your support replies read. Your agent's core instructions still apply underneath.

Related

• Automations and Schedules to run a skill on a schedule or a trigger

• Instructions and Memory for how skills feed back into how your agent behaves