Skills overview

Skills are the things the agent can do, as opposed to questions it can answer. Each one happens inside the conversation, so the buyer never gets handed off to a form on another page.

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Where buyers find them

Skills surface in three places in website chat:

• Skill pills on the chat bubble, before the window is even opened
• The all tools panel, a full grid of every available skill
• In conversation, when the agent judges a skill is relevant

Configure which pills appear under chat experience. If you configure none, a sensible default set is used, so the panel is never empty.

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What the agent handles without a skill

Some things people expect to be escalations are just answered:

• Parts and accessories questions — answered from your knowledge documents and catalog. These used to be escalated automatically; now the agent keeps the conversation going and only escalates if the buyer explicitly asks for a person.
• Servicing and maintenance guidance — general questions answered directly.
• Fee questions — your configured flat fees quoted automatically.
• Color availability — real marketing color names from your catalog.

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Built-in safety protection

The age and safety guardrail runs on both channels automatically. If a conversation implies a minor may be operating the vehicle, the agent provides the required legal notice, once per conversation, then carries on normally. It protects your dealership on every conversation without anyone having to remember it.