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A skill is a rule you write for one agent, in your own words. Two fields, no code. When should the agent use this? The trigger, in plain words: “When the lead pushes back on price.” “When they ask if we’re licensed.” Be specific, this line is how the agent knows which skill to reach for. One skill, one moment. The playbook. What the agent does when that moment lands: what to say, what never to say, how to handle the pushback after the pushback. Brief it like a sharp new rep who knows how to talk but not your business. You don’t script every word, give it the shape and the lines that matter. Write as much as the moment needs; because each skill stays in its own drawer, a long playbook here doesn’t weigh down the rest of the call.

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An example

A price objection skill:
  • When to use it: the lead says it’s too expensive, or asks for a discount.
  • Playbook: Don’t discount. Anchor on what’s included and the outcome they came for. Remind them the first consultation is free, so there’s no risk in starting. If they still hesitate, offer to book the consult.
Now, any time price comes up, on any call, the agent reaches for exactly that and keeps going. You never see it happen. The caller just gets a rep who handled it well.

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Adding one

In Skills & Tools on the agent, choose Create a Skill, fill in the two fields, and save. Add as many as you need, one per moment. Two habits keep them sharp:
  • One moment per skill. Don’t fold three situations into one, split them so each trigger stays clean.
  • Say the “never.” The most useful line is often what the agent must not do. Spell it out.