{ "title": "Agent Skills", "subtitle": "Procedural memory used by the agent at runtime, with human approval for automatic improvements.", "optimize": "Optimize skills", "readOnlyNotice": "You can inspect skills and proposals, but managing them requires Agent Skills manage permission.", "loading": "Loading skills...", "loadError": "Unable to load agent skills.", "createSkill": "Create skill", "editSkill": "Edit skill", "fields": { "name": "Name", "status": "Status", "scope": "Scope", "description": "Description", "content": "Procedure" }, "create": "Create", "save": "Save", "cancel": "Cancel", "proposeTitle": "Create proposal", "proposeDescription": "Turn a correction, workflow or conversation excerpt into a pending skill proposal.", "proposePlaceholder": "Paste the behavior to remember or the source conversation excerpt...", "propose": "Propose skill", "sections": { "pending": "Pending approval", "pendingDescription": "Automatic and manual proposals waiting for a human decision.", "active": "Active", "activeDescription": "Skills available to the chat runtime through progressive loading.", "draft": "Draft", "draftDescription": "Saved skills that are not active in the runtime yet.", "archived": "Archived", "archivedDescription": "Inactive procedural memories kept for audit or restoration." }, "empty": "No skills in this section.", "noPending": "No pending skill approvals.", "approvalFallbackTitle": "Skill approval", "approve": "Approve", "reject": "Reject", "edit": "Edit", "pin": "Pin", "unpin": "Unpin", "restore": "Restore", "archive": "Archive", "pinned": "Pinned", "usage": "Used {count} times", "lastUsed": "Last used: {date}", "status": { "active": "Active", "archived": "Archived", "draft": "Draft", "pending_approval": "Pending" }, "scope": { "agent": "Agent", "organization": "Organization" }, "origin": { "agent_proposed": "Agent proposed", "imported": "Imported", "manual": "Manual", "optimizer": "Optimizer" }, "never": "Never", "cortex": { "title": "Agent Cortex Mode", "description": "Choose how much Agent Cortex can influence routing, knowledge and skill selection.", "label": "Mode", "saved": "Agent Cortex mode updated.", "loadError": "Unable to load the current Agent Cortex mode.", "modes": { "passive": { "label": "Passive", "description": "Observe only. Collect signals without changing runtime behavior." }, "advisory": { "label": "Advisory", "description": "Advise the runtime with hints and priorities, without enforcing filters." }, "active": { "label": "Active", "description": "Actively shape routing with controlled filters, skill priority and specialist selection." } } }, "proposeFromRag": { "title": "Propose from onboarding RAG", "description": "Scan the onboarding documents linked to this agent, extract procedural content and create governed skill proposals.", "action": "Create proposals from RAG", "result": "Created {createdCount} approvals from onboarding RAG. Skipped {skippedCount} documents." }, "actionTypes": { "agent_skill": { "create": "Create Skill", "patch": "Update Skill", "archive": "Archive Skill" } }, "specialists": "Connected Specialists", "specialists_desc": "Delegated agents configured via tools.", "no_specialists": "No connected specialists.", "active_rule": "Active Rule", "available": "Available", "suggestions": "Cortex Suggestions", "suggestions_desc": "Deterministic delegation suggestions from Agent Cortex based on your usage.", "no_suggestions": "No suggestions at the moment.", "ignore": "Ignore", "activate": "Activate Rule", "active_rules": "Active Delegation Rules", "active_rules_desc": "These rules force or deterministically prioritize routing to the specialist.", "no_active_rules": "No active rules.", "deactivate": "Deactivate Rule", "connected_sub_agents": "Connected Sub-Agents", "create_sub_agent": "Create Sub-Agent", "configure": "Configure", "modal_title": "New Sub-Agent", "loading_sub_agents": "Loading sub-agents...", "no_connected_sub_agents": "No sub-agents connected yet.", "link_error": "Failed to link sub-agent.", "link_success": "Sub-agent linked successfully.", "sub_agent_model": "Model", "open_configure": "Open configuration", "catalog": { "title": "Skill Pack Catalog", "description": "Curated starter packs that match this agent channel mix, providers and tools.", "scopeLabel": "Apply scope", "searchLabel": "Search", "searchPlaceholder": "Search by pack, family, template or skill...", "resetFilters": "Reset filters", "loading": "Loading skill packs...", "loadError": "Unable to load the skill pack catalog.", "empty": "No skill packs match the current search and filters.", "searchCount": "{count} packs match the current filters.", "recommendedTitle": "Recommended for this agent", "recommendedDescription": "Best current matches based on active channels, connected providers and configured tools.", "resultsTitle": "All catalog packs", "resultsDescription": "Browse the full static foundation catalog and apply only the skills you need.", "recommendedBadge": "Recommended", "approvalPayloadReason": "Skill pack applied from the catalog.", "approvalReason": "{packName} pack submitted from the catalog.", "installationSummary": "{installed} installed, {pending} pending of {total}.", "apply": { "result": "Pack processed: {createdCount} created, {pendingCount} pending and {skippedCount} skipped.", "error": "Unable to apply this skill pack." }, "actions": { "applyDraft": "Apply as draft", "sendApproval": "Send for approval", "installed": "Already installed", "pending": "Approval pending" }, "filters": { "phase": "Phase", "family": "Family", "channel": "Channel", "provider": "Provider", "all": "All" }, "meta": { "includedSkills": "Included skills", "compatibility": "Compatibility", "noRequiredTools": "No required tools", "sourceTemplates": "Source templates: {values}" }, "skillContent": { "whenToUseHeading": "When to use", "procedureHeading": "Procedure" }, "scopeHint": { "agent": "Creates draft skills directly for this agent.", "organization": "Creates one approval per skill. Approved skills become active at organization scope." }, "phaseLabels": { "foundation": "Foundation", "messaging_social": "Messaging and Social", "support_ops": "Support Operations", "commerce_payments": "Commerce and Payments", "knowledge_copilots": "Knowledge and Copilots", "verticals": "Vertical Solutions" }, "familyLabels": { "support-faq-deflection": "Support FAQ Deflection", "support-ticket-triage": "Support Ticket Triage", "support-escalation-handoff": "Support Escalation Handoff", "lead-capture": "Lead Capture", "lead-qualification": "Lead Qualification", "lead-nurture-followup": "Lead Nurture Follow-up", "sales-high-ticket": "High-ticket Sales", "onboarding-activation": "Onboarding Activation", "forms-intake-data-collection": "Forms Intake and Data Collection", "knowledge-rag-answering": "Knowledge and RAG Answering", "ai-assistant-open-chat": "AI Assistant Open Chat", "routing-intent-orchestration": "Routing and Intent Orchestration", "omnichannel-case-management": "Omnichannel Case Management", "internal-helpdesk-employee-ops": "Internal Helpdesk and Employee Ops", "customer-success-feedback": "Customer Success Feedback", "surveys-nps-quiz": "Surveys, NPS and Quiz", "social-dm-engagement": "Social DM Engagement", "content-gated-asset-delivery": "Content Gated Asset Delivery", "ecommerce-product-discovery": "E-commerce Product Discovery", "ecommerce-guided-recommendation": "E-commerce Guided Recommendation", "ecommerce-order-support": "E-commerce Order Support", "commerce-payments-collections": "Commerce Payments and Collections", "ecommerce-value-calculator": "E-commerce Value Calculator", "vertical-insurance": "Insurance" }, "fitTierLabels": { "high": "Strong fit", "medium": "Promising fit", "low": "Light fit" }, "installationStates": { "installed": "Installed", "not_installed": "Not installed", "partially_installed": "Partially installed", "pending": "Pending approval" }, "reasonText": { "matched_channels": "Aligned with active channels: {values}", "matched_service_providers": "Connected service providers: {values}", "matched_tools": "Required tools already configured: {values}", "recent_channel_activity": "Recent traffic found in: {values}", "has_form": "Form capture signals are already available.", "has_datastore": "Datastore knowledge is already available.", "missing_required_tools": "Needs tools not configured yet: {values}", "missing_service_providers": "Best results come with providers like: {values}", "missing_channel_activity": "No recent activity detected yet in: {values}", "available_without_provider": "Works without mandatory provider connections.", "compatible_deployment_targets": "Compatible with current deployment surfaces: {values}", "pack_already_present_in_other_scope": "Parts of this pack already exist in: {values}", "has_mailbox_activity": "Mailbox activity already exists for this agent.", "has_customer_case_activity": "Customer case activity already exists for this workflow.", "has_onboarding_context": "Onboarding context is already available for these copilot flows.", "has_knowledge_providers": "Knowledge providers are already connected for these answers." }, "channelLabels": { "api": "API", "chat": "Chat", "crisp": "Crisp", "dashboard": "Dashboard", "form": "Form", "mail": "Mail", "make": "Make", "messenger": "Messenger", "instagram": "Instagram", "slack": "Slack", "telegram": "Telegram", "tiktok": "TikTok", "tiktok_shop": "TikTok Shop", "website": "Website", "baileys": "WhatsApp", "whatsapp": "WhatsApp Business", "zapier": "Zapier", "zappflux": "ZappFlux" }, "providerLabels": { "chat": "Chat", "crisp": "Crisp", "google_drive": "Google Drive", "google_sheets": "Google Sheets", "instagram": "Instagram", "mail": "Mail", "messenger": "Messenger", "notion": "Notion", "slack": "Slack", "stripe_connect": "Stripe Connect", "paypal": "PayPal", "telegram": "Telegram", "tiktok_business": "TikTok Business", "tiktok_shop": "TikTok Shop", "website": "Website", "baileys": "WhatsApp", "whatsapp": "WhatsApp Business", "wordpress": "WordPress", "zendesk": "Zendesk" }, "toolLabels": { "agent": "Agent", "connector": "Connector", "datastore": "Datastore", "flow": "Flow", "form": "Form", "http": "HTTP", "lead_capture": "Lead Capture", "mark_as_resolved": "Mark as Resolved", "payment": "Payment", "request_human": "Request Human" }, "deploymentTargetLabels": { "website": "Website", "wordpress": "WordPress", "shopify": "Shopify" }, "packTitles": { "customer-support-foundation": "Customer Support Foundation", "faq-deflection-foundation": "FAQ Deflection Foundation", "lead-capture-foundation": "Lead Capture Foundation", "lead-qualification-foundation": "Lead Qualification Foundation", "lead-nurture-followup-foundation": "Lead Nurture Follow-up Foundation", "onboarding-activation-foundation": "Onboarding Activation Foundation", "routing-intent-foundation": "Intent Routing Foundation", "assistant-open-chat-foundation": "Assistant Open Chat Foundation", "basic-open-chat-foundation": "Basic Open Chat Foundation", "lead-magnet-foundation": "Lead Magnet Delivery Foundation", "lead-capture-messaging-social": "Lead Capture for Messaging and Social", "lead-qualification-messaging-social": "Lead Qualification for Messaging and Social", "lead-nurture-followup-messaging-social": "Lead Nurture and Follow-up for Messaging", "support-escalation-messaging-social": "Social Support Escalation and Handoff", "social-dm-engagement-messaging-social": "Social DM Engagement", "omnichannel-case-management-messaging-social": "Omnichannel Case Management for Messaging", "sales-high-ticket-messaging-social": "High-ticket Sales for Messaging", "support-ticket-triage-support-ops": "Support Ticket Triage", "support-escalation-handoff-support-ops": "Support Escalation Handoff", "internal-helpdesk-employee-ops-support-ops": "Internal Helpdesk and Employee Ops", "customer-success-feedback-support-ops": "Customer Success Feedback", "surveys-nps-quiz-support-ops": "Surveys, NPS and Quiz for Support Ops", "ecommerce-product-discovery-commerce-payments": "E-commerce Product Discovery", "ecommerce-guided-recommendation-commerce-payments": "E-commerce Guided Recommendation", "ecommerce-order-support-commerce-payments": "E-commerce Order Support", "commerce-payments-collections-commerce-payments": "Commerce Payments and Collections", "ecommerce-value-calculator-commerce-payments": "E-commerce Value Calculator", "knowledge-rag-answering-knowledge-copilots": "Knowledge and RAG Answering", "assistant-open-chat-knowledge-copilots": "Open Chat Copilot", "onboarding-activation-knowledge-copilots": "Onboarding Activation Copilot", "routing-intent-knowledge-copilots": "Knowledge-aware Routing and Intent", "omnichannel-case-management-knowledge-copilots": "Knowledge-led Omnichannel Case Management", "vertical-insurance-verticals": "Insurance Qualification and Quote Handoff", "ecommerce-value-calculator-verticals": "Vertical Value Calculator", "ecommerce-guided-recommendation-verticals": "Vertical Guided Recommendation", "sales-high-ticket-verticals": "Vertical High-ticket Sales" }, "packDescriptions": { "customer-support-foundation": "Core support intake, triage and escalation procedures for omnichannel service teams.", "faq-deflection-foundation": "Short procedures to answer repeat questions quickly and detect when self-serve is no longer enough.", "lead-capture-foundation": "Lead capture skills focused on low-friction intake, consent and fast routing to the next step.", "lead-qualification-foundation": "Qualification playbooks for scoring fit, urgency and sales readiness without over-questioning.", "lead-nurture-followup-foundation": "AI-assisted follow-up patterns for richer qualification and better next-step momentum.", "onboarding-activation-foundation": "Activation procedures that guide new customers to a first win and surface blockers early.", "routing-intent-foundation": "Routing procedures for intent detection, clarification and branch selection in mixed-use conversations.", "assistant-open-chat-foundation": "Focused AI assistant behaviors for open-ended conversations that still need operational discipline.", "basic-open-chat-foundation": "Baseline open-chat behaviors for clear answers, lightweight clarifications and safe assumptions.", "lead-magnet-foundation": "Capture and asset-delivery procedures for gated content, downloads and lightweight nurture flows.", "lead-capture-messaging-social": "Lead capture skills for inbound messaging channels that need quick replies, progressive data collection and clear follow-up ownership.", "lead-qualification-messaging-social": "Qualification skills for async and social threads where the business needs fit, urgency and handoff readiness without heavy discovery.", "lead-nurture-followup-messaging-social": "Follow-up skills for social and messaging threads that need gentle revival, context-aware nurture and clear next-step framing.", "support-escalation-messaging-social": "Escalation skills for messaging-first support where risk, frustration or policy limits should trigger a clean human handoff.", "social-dm-engagement-messaging-social": "Engagement skills for social DMs that turn comments, reactions and casual interest into structured private conversations.", "omnichannel-case-management-messaging-social": "Case management skills for businesses that serve the same customer across messaging, social and email channels.", "sales-high-ticket-messaging-social": "High-ticket sales skills for premium conversations that need deeper discovery, seriousness checks and warmer closer handoffs.", "support-ticket-triage-support-ops": "Support operations skills for queue triage, resolution-path selection and faster inbox prioritization.", "support-escalation-handoff-support-ops": "Operations skills for packaging escalations, preserving evidence and resetting customer expectations across support queues.", "internal-helpdesk-employee-ops-support-ops": "Internal support skills for employee questions, policy answers and clean routing to HR, IT or operations.", "customer-success-feedback-support-ops": "Feedback and recovery skills for post-resolution follow-up, detractor detection and customer-success escalation.", "surveys-nps-quiz-support-ops": "Support-adjacent survey skills for inviting lightweight feedback flows and capturing structured responses operations can act on.", "ecommerce-product-discovery-commerce-payments": "Commerce discovery skills for quickly understanding shopper needs and framing a focused shortlist across web and social channels.", "ecommerce-guided-recommendation-commerce-payments": "Guided recommendation skills for preference-led selling, explanation and product linking in commerce flows.", "ecommerce-order-support-commerce-payments": "Post-purchase support skills for order status, return context and clean handoff into refund or exception handling.", "commerce-payments-collections-commerce-payments": "Payment and recovery skills for checkout confirmation, payment proof and stalled commerce conversations.", "ecommerce-value-calculator-commerce-payments": "Calculator-driven commerce skills for collecting a few inputs, estimating value and turning results into a next step.", "knowledge-rag-answering-knowledge-copilots": "Knowledge copilot skills for answer-first retrieval, gap detection and safe handoff when coverage is incomplete.", "assistant-open-chat-knowledge-copilots": "Vendor-agnostic copilot skills for open-ended conversations that still need task focus, structure and actionable next steps.", "onboarding-activation-knowledge-copilots": "Knowledge-backed onboarding skills for guiding setup, linking the right resources and unblocking activation faster.", "routing-intent-knowledge-copilots": "Copilot routing skills for deciding when knowledge can answer directly and when a specialist or workflow should take over.", "omnichannel-case-management-knowledge-copilots": "Knowledge-enabled case skills for summarizing context across threads and recommending the next best action for the current owner.", "vertical-insurance-verticals": "Vertical insurance skills for coverage intake, eligibility context and clean handoff into quoting or broker review.", "ecommerce-value-calculator-verticals": "Vertical calculator skills for guided intake, guardrails and simple interpretation of value-oriented results.", "ecommerce-guided-recommendation-verticals": "Vertical recommendation skills for assessment-led selling, tailored routines and domain-specific explanation.", "sales-high-ticket-verticals": "Domain-specific high-ticket skills for discovery, qualification and premium handoff in expert-led offers." }, "skillTitles": { "customer-support-foundation": { "support-intake-triage": "Support Intake Triage", "support-escalation-brief": "Support Escalation Brief" }, "faq-deflection-foundation": { "faq-answer-first": "FAQ Answer First", "faq-gap-escalation": "FAQ Gap Escalation" }, "lead-capture-foundation": { "lead-capture-core": "Lead Capture Core", "lead-capture-consent-next-step": "Lead Consent and Next Step" }, "lead-qualification-foundation": { "icp-fit-qualification": "ICP Fit Qualification", "meeting-readiness-tagging": "Meeting Readiness Tagging" }, "lead-nurture-followup-foundation": { "adaptive-followup-questioning": "Adaptive Follow-up Questioning", "nurture-next-step-framing": "Nurture Next Step Framing" }, "onboarding-activation-foundation": { "first-win-checklist": "First Win Checklist", "activation-blocker-triage": "Activation Blocker Triage" }, "routing-intent-foundation": { "intent-routing-map": "Intent Routing Map", "ambiguity-clarification-gate": "Ambiguity Clarification Gate" }, "assistant-open-chat-foundation": { "task-first-assistant": "Task-first Assistant Response", "answer-with-next-step": "Answer with Next Step" }, "basic-open-chat-foundation": { "concise-open-chat-answer": "Concise Open Chat Answer", "clarify-before-assuming": "Clarify Before Assuming" }, "lead-magnet-foundation": { "gated-asset-delivery": "Gated Asset Delivery", "asset-followup-tagging": "Asset Follow-up Tagging" }, "lead-capture-messaging-social": { "social-first-response-intake": "Social First-response Intake", "progressive-contact-capture": "Progressive Contact Capture" }, "lead-qualification-messaging-social": { "social-fit-qualification": "Social Fit Qualification", "async-handoff-readiness": "Async Handoff Readiness" }, "lead-nurture-followup-messaging-social": { "async-followup-revival": "Async Follow-up Revival", "channel-aware-next-step": "Channel-aware Next Step" }, "support-escalation-messaging-social": { "rapid-escalation-detection": "Rapid Escalation Detection", "social-handoff-brief": "Social Handoff Brief" }, "social-dm-engagement-messaging-social": { "dm-comment-to-conversation": "Comment-to-DM Conversion", "public-to-private-bridge": "Public-to-Private Bridge" }, "omnichannel-case-management-messaging-social": { "cross-channel-context-stitch": "Cross-channel Context Stitch", "case-reopen-continuity": "Case Reopen Continuity" }, "sales-high-ticket-messaging-social": { "premium-intent-probing": "Premium Intent Probing", "closer-brief-sequencing": "Closer Brief Sequencing" }, "support-ticket-triage-support-ops": { "inbox-priority-triage": "Inbox Priority Triage", "resolution-path-selection": "Resolution Path Selection" }, "support-escalation-handoff-support-ops": { "human-handoff-package": "Human Handoff Package", "sla-expectation-reset": "SLA Expectation Reset" }, "internal-helpdesk-employee-ops-support-ops": { "policy-answer-first": "Policy Answer First", "employee-escalation-routing": "Employee Escalation Routing" }, "customer-success-feedback-support-ops": { "post-resolution-feedback-request": "Post-resolution Feedback Request", "detractor-recovery-flag": "Detractor Recovery Flag" }, "surveys-nps-quiz-support-ops": { "micro-survey-invite": "Micro-survey Invite", "structured-feedback-capture": "Structured Feedback Capture" }, "ecommerce-product-discovery-commerce-payments": { "shopper-needs-discovery": "Shopper Needs Discovery", "product-shortlist-framing": "Product Shortlist Framing" }, "ecommerce-guided-recommendation-commerce-payments": { "guided-preference-intake": "Guided Preference Intake", "recommendation-explain-and-link": "Recommendation Explain and Link" }, "ecommerce-order-support-commerce-payments": { "order-status-intake": "Order Status Intake", "returns-refund-handoff": "Returns and Refund Handoff" }, "commerce-payments-collections-commerce-payments": { "payment-intent-confirmation": "Payment Intent Confirmation", "checkout-recovery-proof": "Checkout Recovery and Proof" }, "ecommerce-value-calculator-commerce-payments": { "calculator-input-collection": "Calculator Input Collection", "value-summary-next-step": "Value Summary Next Step" }, "knowledge-rag-answering-knowledge-copilots": { "knowledge-answer-first": "Knowledge Answer First", "knowledge-gap-escalation": "Knowledge Gap Escalation" }, "assistant-open-chat-knowledge-copilots": { "task-anchored-copilot": "Task-anchored Copilot", "next-step-copilot": "Next-step Copilot" }, "onboarding-activation-knowledge-copilots": { "guided-setup-bridge": "Guided Setup Bridge", "activation-blocker-knowledge-bridge": "Activation Blocker Knowledge Bridge" }, "routing-intent-knowledge-copilots": { "knowledge-aware-routing": "Knowledge-aware Routing", "specialist-vs-knowledge-gate": "Specialist vs Knowledge Gate" }, "omnichannel-case-management-knowledge-copilots": { "case-context-synthesis": "Case Context Synthesis", "cross-thread-next-best-action": "Cross-thread Next Best Action" }, "vertical-insurance-verticals": { "coverage-eligibility-intake": "Coverage Eligibility Intake", "quote-handoff-brief": "Quote Handoff Brief" }, "ecommerce-value-calculator-verticals": { "calculator-guardrailed-intake": "Calculator Guardrailed Intake", "result-interpretation-next-step": "Result Interpretation Next Step" }, "ecommerce-guided-recommendation-verticals": { "profile-assessment-flow": "Profile Assessment Flow", "regimen-recommendation-bridge": "Regimen Recommendation Bridge" }, "sales-high-ticket-verticals": { "domain-specific-discovery": "Domain-specific Discovery", "premium-escalation-brief": "Premium Escalation Brief" } }, "skillDescriptions": { "customer-support-foundation": { "support-intake-triage": "Capture the issue, classify it fast and move the customer into the right help path.", "support-escalation-brief": "Prepare a concise handoff package so a human can continue without repeating discovery." }, "faq-deflection-foundation": { "faq-answer-first": "Prefer crisp answer-first responses that reduce customer effort on common questions.", "faq-gap-escalation": "Handle missing, stale or ambiguous FAQ coverage without pretending certainty." }, "lead-capture-foundation": { "lead-capture-core": "Collect the minimum contact and need information without making the conversation feel heavy.", "lead-capture-consent-next-step": "Close lead capture with permission, expectation setting and clear owner transition." }, "lead-qualification-foundation": { "icp-fit-qualification": "Assess fit through role, need, urgency and decision context while staying concise.", "meeting-readiness-tagging": "Decide whether the lead should book immediately, enter nurture or receive a different offer." }, "lead-nurture-followup-foundation": { "adaptive-followup-questioning": "Ask smart follow-up questions only when the answer improves routing or sales context.", "nurture-next-step-framing": "Keep warm leads moving with a clear follow-up plan instead of letting the thread fade." }, "onboarding-activation-foundation": { "first-win-checklist": "Guide new users through the minimum activation path without overwhelming them.", "activation-blocker-triage": "Detect why onboarding stalled and route the customer to the shortest unblock path." }, "routing-intent-foundation": { "intent-routing-map": "Map a user request to the right branch, specialist or workflow with minimal delay.", "ambiguity-clarification-gate": "Use one decisive follow-up when the request is too ambiguous for safe routing." }, "assistant-open-chat-foundation": { "task-first-assistant": "Keep assistant replies oriented around the user’s task, not generic model chatter.", "answer-with-next-step": "Pair helpful answers with one practical next move when the conversation is action-oriented." }, "basic-open-chat-foundation": { "concise-open-chat-answer": "Prefer short, useful answers that keep conversational experiences responsive.", "clarify-before-assuming": "Pause for one short clarification when the answer would otherwise be risky or off-target." }, "lead-magnet-foundation": { "gated-asset-delivery": "Exchange value for contact details without turning the experience into a long form.", "asset-followup-tagging": "Tag the lead’s interest so the first follow-up is relevant instead of generic." }, "lead-capture-messaging-social": { "social-first-response-intake": "Open the conversation fast, frame value and collect the first qualifying detail without overloading the contact.", "progressive-contact-capture": "Collect contact details and context one step at a time so the conversation keeps moving naturally." }, "lead-qualification-messaging-social": { "social-fit-qualification": "Separate high-fit demand from casual curiosity using short, message-friendly questions.", "async-handoff-readiness": "Determine whether the thread is ready for a salesperson or specialist to continue asynchronously." }, "lead-nurture-followup-messaging-social": { "async-followup-revival": "Restart slow or dormant threads with context-aware nudges that feel human, not automated.", "channel-aware-next-step": "Recommend the lightest next action that matches the current channel and buyer intent." }, "support-escalation-messaging-social": { "rapid-escalation-detection": "Detect when a messaging thread should leave automation because risk, frustration or complexity is rising.", "social-handoff-brief": "Prepare a concise case brief so a human can continue the conversation without losing DM context." }, "social-dm-engagement-messaging-social": { "dm-comment-to-conversation": "Move public interest into a private conversation without making the handoff feel abrupt.", "public-to-private-bridge": "Bridge a public interaction into a private support or sales path with continuity and clear intent." }, "omnichannel-case-management-messaging-social": { "cross-channel-context-stitch": "Connect context from multiple social or messaging channels into one service narrative.", "case-reopen-continuity": "Reopen an existing case without losing the decision trail or customer expectation." }, "sales-high-ticket-messaging-social": { "premium-intent-probing": "Probe for seriousness, buying context and readiness in high-ticket conversations without sounding pushy.", "closer-brief-sequencing": "Sequence the handoff so the closer receives a warm, well-structured brief." }, "support-ticket-triage-support-ops": { "inbox-priority-triage": "Rank new tickets by urgency, impact and clarity so the team works the right queue first.", "resolution-path-selection": "Choose the right resolution path, from self-serve to specialist handoff, without re-triaging later." }, "support-escalation-handoff-support-ops": { "human-handoff-package": "Bundle the context, evidence and customer expectation needed for a clean escalation.", "sla-expectation-reset": "Reset timing and ownership expectations when a case leaves first-line support." }, "internal-helpdesk-employee-ops-support-ops": { "policy-answer-first": "Resolve internal employee questions with the approved policy or operational answer before expanding.", "employee-escalation-routing": "Route internal cases to the right team when HR, IT or operations must intervene." }, "customer-success-feedback-support-ops": { "post-resolution-feedback-request": "Ask for lightweight feedback after a support outcome while the interaction is still fresh.", "detractor-recovery-flag": "Detect negative feedback that deserves recovery or customer-success intervention." }, "surveys-nps-quiz-support-ops": { "micro-survey-invite": "Invite users into a short survey or NPS flow without disrupting the support experience.", "structured-feedback-capture": "Capture feedback in a shape the team can analyze, route and act on later." }, "ecommerce-product-discovery-commerce-payments": { "shopper-needs-discovery": "Discover the shopper intent, constraints and use case with a short, conversion-aware intake.", "product-shortlist-framing": "Frame a small shortlist that feels guided instead of overwhelming." }, "ecommerce-guided-recommendation-commerce-payments": { "guided-preference-intake": "Collect the preference signals that matter most for a tailored recommendation.", "recommendation-explain-and-link": "Present the recommendation with a clear reason and a friction-light path to product detail or checkout." }, "ecommerce-order-support-commerce-payments": { "order-status-intake": "Collect the minimum identifiers and issue details needed to answer an order-status question fast.", "returns-refund-handoff": "Prepare a clear support package when a return, refund or policy exception needs human handling." }, "commerce-payments-collections-commerce-payments": { "payment-intent-confirmation": "Confirm buying intent, payment readiness and the shortest path into checkout.", "checkout-recovery-proof": "Recover stalled checkout conversations and collect the right payment proof when needed." }, "ecommerce-value-calculator-commerce-payments": { "calculator-input-collection": "Gather the minimal inputs needed to calculate value without turning the flow into a heavy questionnaire.", "value-summary-next-step": "Translate a calculated result into a simple value explanation and a concrete next action." }, "knowledge-rag-answering-knowledge-copilots": { "knowledge-answer-first": "Lead with the best supported answer available from connected knowledge before expanding.", "knowledge-gap-escalation": "Handle missing, stale or conflicting knowledge without pretending confidence." }, "assistant-open-chat-knowledge-copilots": { "task-anchored-copilot": "Keep open-ended copilot conversations anchored to the user task instead of drifting into generic chat.", "next-step-copilot": "Pair an answer with the single next move that best helps the user make progress." }, "onboarding-activation-knowledge-copilots": { "guided-setup-bridge": "Bridge onboarding guidance with the exact setup resource, checklist or instruction the user needs next.", "activation-blocker-knowledge-bridge": "Use known onboarding guidance to unblock stalled users before escalating to a human team." }, "routing-intent-knowledge-copilots": { "knowledge-aware-routing": "Route requests based on both detected intent and whether knowledge coverage is strong enough to answer safely.", "specialist-vs-knowledge-gate": "Use a deliberate gate to decide whether the assistant should answer or hand the request to a specialist." }, "omnichannel-case-management-knowledge-copilots": { "case-context-synthesis": "Synthesize the important case history, knowledge context and current blocker into one usable summary.", "cross-thread-next-best-action": "Recommend the most useful next action after reviewing case context across channels and owners." }, "vertical-insurance-verticals": { "coverage-eligibility-intake": "Capture the core risk and eligibility details needed before presenting or routing an insurance offer.", "quote-handoff-brief": "Prepare the lead context so a broker or advisor can continue the quote process efficiently." }, "ecommerce-value-calculator-verticals": { "calculator-guardrailed-intake": "Collect calculator inputs with enough guardrails to keep the result useful and interpretable.", "result-interpretation-next-step": "Interpret a calculator result in plain language and connect it to a sensible next action." }, "ecommerce-guided-recommendation-verticals": { "profile-assessment-flow": "Run a short assessment that classifies the user profile before recommending a plan or routine.", "regimen-recommendation-bridge": "Bridge the assessment outcome into a tailored regimen, bundle or product path." }, "sales-high-ticket-verticals": { "domain-specific-discovery": "Run consultative discovery that captures the domain context a premium closer actually needs.", "premium-escalation-brief": "Package a premium lead so the closer or advisor can continue with context and momentum." } }, "skillWhenToUse": { "customer-support-foundation": { "support-intake-triage": "Use when a customer arrives with a problem, request or unclear support need.", "support-escalation-brief": "Use when the case requires manual review, exception handling or a human decision." }, "faq-deflection-foundation": { "faq-answer-first": "Use when the question is routine, factual and can be answered from approved knowledge.", "faq-gap-escalation": "Use when the knowledge base does not fully cover the question or the user reports a contradiction." }, "lead-capture-foundation": { "lead-capture-core": "Use when the goal is to capture a new lead from chat, website or embedded form traffic.", "lead-capture-consent-next-step": "Use after the lead has shared their core details and is ready for a follow-up action." }, "lead-qualification-foundation": { "icp-fit-qualification": "Use after the initial lead capture when the business needs to separate high-fit from low-fit demand.", "meeting-readiness-tagging": "Use when the next action could be a sales call, a softer follow-up or a self-serve path." }, "lead-nurture-followup-foundation": { "adaptive-followup-questioning": "Use when the lead has shown intent but the team still needs nuance to route well.", "nurture-next-step-framing": "Use when a lead is interested but not yet ready for immediate handoff or booking." }, "onboarding-activation-foundation": { "first-win-checklist": "Use when a new customer or user needs a guided first experience after signup or handoff.", "activation-blocker-triage": "Use when the user is stuck, inactive or repeatedly unable to complete onboarding." }, "routing-intent-foundation": { "intent-routing-map": "Use when a single entrypoint must support multiple goals, teams or workflows.", "ambiguity-clarification-gate": "Use when the intent is unclear enough that proceeding would create a bad handoff or wrong answer." }, "assistant-open-chat-foundation": { "task-first-assistant": "Use when the user asks an open question but still expects a useful next action or concise result.", "answer-with-next-step": "Use when the user likely needs both information and a follow-up action to keep progress moving." }, "basic-open-chat-foundation": { "concise-open-chat-answer": "Use in general-purpose AI chats where the user wants a quick answer more than a long essay.", "clarify-before-assuming": "Use when the request is missing a key parameter, timeframe or business constraint." }, "lead-magnet-foundation": { "gated-asset-delivery": "Use when the business offers a guide, template, checklist or similar asset in return for lead details.", "asset-followup-tagging": "Use right after asset capture when the business wants to segment intent for later outreach." }, "lead-capture-messaging-social": { "social-first-response-intake": "Use when a new prospect arrives through WhatsApp, DM or email and needs a fast, low-friction first response.", "progressive-contact-capture": "Use after the lead engages and the team needs enough information for follow-up, quoting or handoff." }, "lead-qualification-messaging-social": { "social-fit-qualification": "Use once a lead has replied and the business needs to judge fit, urgency or sales potential.", "async-handoff-readiness": "Use when the next owner may respond later and needs a clean, sales-ready brief." }, "lead-nurture-followup-messaging-social": { "async-followup-revival": "Use when a previously interested lead went quiet and the team wants to reopen the conversation.", "channel-aware-next-step": "Use when the lead is not ready to close yet but should keep moving toward a concrete next step." }, "support-escalation-messaging-social": { "rapid-escalation-detection": "Use when a customer issue in messaging or social may need a human decision or exception path.", "social-handoff-brief": "Use right before handing a social or messaging conversation to a support or sales teammate." }, "social-dm-engagement-messaging-social": { "dm-comment-to-conversation": "Use when someone comments, reacts or signals interest publicly and should continue in a DM thread.", "public-to-private-bridge": "Use when the team should stop discussing details in comments and continue privately." }, "omnichannel-case-management-messaging-social": { "cross-channel-context-stitch": "Use when the same customer shows up across channels and the team needs continuity instead of restarting.", "case-reopen-continuity": "Use when a resolved or paused case becomes active again through a new inbound message." }, "sales-high-ticket-messaging-social": { "premium-intent-probing": "Use when a premium or consultative offer needs deeper discovery before assigning a closer.", "closer-brief-sequencing": "Use when the lead is strong enough to move from nurture or discovery into a human sales conversation." }, "support-ticket-triage-support-ops": { "inbox-priority-triage": "Use when support inboxes or dashboards receive mixed-priority work that needs fast sorting.", "resolution-path-selection": "Use after the request is triaged and the team must decide how it should be handled." }, "support-escalation-handoff-support-ops": { "human-handoff-package": "Use when support operations must pass a ticket to another queue, team or specialist.", "sla-expectation-reset": "Use when escalation changes who owns the case or how fast the customer should expect an answer." }, "internal-helpdesk-employee-ops-support-ops": { "policy-answer-first": "Use for internal helpdesk questions about policy, access, process or common employee operations.", "employee-escalation-routing": "Use when an employee request cannot be solved from policy alone and needs human execution." }, "customer-success-feedback-support-ops": { "post-resolution-feedback-request": "Use after a ticket is resolved or stabilized and the team wants sentiment without creating extra friction.", "detractor-recovery-flag": "Use when a feedback reply signals dissatisfaction, churn risk or unresolved friction." }, "surveys-nps-quiz-support-ops": { "micro-survey-invite": "Use when the team wants a brief post-support survey, quiz or NPS step.", "structured-feedback-capture": "Use once the user agrees to share feedback and the business wants more than an unstructured comment." }, "ecommerce-product-discovery-commerce-payments": { "shopper-needs-discovery": "Use when a shopper needs help narrowing the catalog before any concrete recommendation is shown.", "product-shortlist-framing": "Use after basic discovery when the shopper should see a tight set of relevant options." }, "ecommerce-guided-recommendation-commerce-payments": { "guided-preference-intake": "Use when the business wants a guided-selling flow rather than a simple search or catalog browse.", "recommendation-explain-and-link": "Use once the system can recommend a product, plan or routine with confidence." }, "ecommerce-order-support-commerce-payments": { "order-status-intake": "Use when a shopper asks about shipment, delivery, fulfillment or order progress.", "returns-refund-handoff": "Use when the user request goes beyond simple tracking and enters return, exchange or refund territory." }, "commerce-payments-collections-commerce-payments": { "payment-intent-confirmation": "Use when a shopper is close to paying and the system should reduce hesitation or confusion.", "checkout-recovery-proof": "Use when a customer abandons checkout, reports payment trouble or needs to confirm proof of payment." }, "ecommerce-value-calculator-commerce-payments": { "calculator-input-collection": "Use when the business offers a value, savings or estimate tool as part of conversion.", "value-summary-next-step": "Use after the estimate is ready and the user should understand both the value and what to do next." }, "knowledge-rag-answering-knowledge-copilots": { "knowledge-answer-first": "Use when a copilot can answer from approved knowledge sources and should reduce user effort quickly.", "knowledge-gap-escalation": "Use when the retrieval layer does not fully answer the question or the knowledge appears incomplete." }, "assistant-open-chat-knowledge-copilots": { "task-anchored-copilot": "Use when the user asks broadly but still expects a useful task-oriented outcome from the assistant.", "next-step-copilot": "Use when the copilot answer should naturally flow into action, review or a follow-up task." }, "onboarding-activation-knowledge-copilots": { "guided-setup-bridge": "Use when a new customer needs step-by-step onboarding help tied to existing knowledge or documentation.", "activation-blocker-knowledge-bridge": "Use when a customer is stuck during activation and the likely answer already exists in product or process knowledge." }, "routing-intent-knowledge-copilots": { "knowledge-aware-routing": "Use when a single assistant entrypoint must decide between answering, routing or activating a downstream workflow.", "specialist-vs-knowledge-gate": "Use when the line between informational guidance and specialist execution is easy to blur." }, "omnichannel-case-management-knowledge-copilots": { "case-context-synthesis": "Use when a case spans multiple threads, teams or tools and someone needs the shortest reliable briefing.", "cross-thread-next-best-action": "Use when a case is active across threads and the team needs a clear recommendation on what to do now." }, "vertical-insurance-verticals": { "coverage-eligibility-intake": "Use when an insurance lead needs quick qualification before quote generation or human advisory review.", "quote-handoff-brief": "Use when the conversation should move from preliminary intake into human quoting or advisory review." }, "ecommerce-value-calculator-verticals": { "calculator-guardrailed-intake": "Use when a vertical calculator needs a few trusted inputs before producing a result.", "result-interpretation-next-step": "Use after the result is generated and the user needs help understanding what it means." }, "ecommerce-guided-recommendation-verticals": { "profile-assessment-flow": "Use when a vertical experience depends on diagnosing a profile, concern or starting point first.", "regimen-recommendation-bridge": "Use once the vertical assessment points to a clear recommended routine or plan." }, "sales-high-ticket-verticals": { "domain-specific-discovery": "Use when the vertical offer is complex, premium or advisory and shallow discovery would waste the handoff.", "premium-escalation-brief": "Use when a vertical high-ticket lead is ready for expert follow-up or a human sales conversation." } }, "skillProcedures": { "customer-support-foundation": { "support-intake-triage": [ "1. Start by identifying the request category in the customer's own words.", "2. Confirm the minimum identifiers needed to continue, such as email, account ID or order reference.", "3. Summarize the impact, urgency and current blocker before proposing a path.", "4. If the issue is routine, continue with the approved troubleshooting steps.", "5. If the issue is complex, regulated or unresolved, prepare the escalation summary before handoff." ], "support-escalation-brief": [ "1. Explain clearly why the case is leaving automation.", "2. Confirm which checks, steps or answers were already attempted.", "3. Collect any missing evidence needed by the human team, such as screenshots or order details.", "4. Produce a brief with customer goal, issue summary, urgency and next promised action.", "5. Close by setting expectation for response timing and ownership." ] }, "faq-deflection-foundation": { "faq-answer-first": [ "1. Lead with the answer in one short sentence before adding detail.", "2. Add only the minimum steps, caveats or links needed to help the customer finish the task.", "3. Check whether the answer resolved the request before branching into new topics.", "4. If the knowledge is missing or conflicting, acknowledge the gap instead of guessing." ], "faq-gap-escalation": [ "1. State what is known and which detail is still uncertain.", "2. Ask one targeted follow-up only if it can unlock a reliable answer.", "3. If uncertainty remains, route to the best human or support path with the open question attached.", "4. Suggest that the missing answer should be reviewed for future knowledge updates." ] }, "lead-capture-foundation": { "lead-capture-core": [ "1. Open with a clear value-based reason for asking questions.", "2. Collect only the fields required to continue, such as name, contact and need summary.", "3. Keep one question at a time and confirm progress as data is collected.", "4. If the lead hesitates, explain how the information will help the next step.", "5. Finish with the promised action, such as handoff, callback or asset delivery." ], "lead-capture-consent-next-step": [ "1. Confirm the preferred contact channel and timing when relevant.", "2. State the next action and who will own it.", "3. If a form, calendar or specialist is required, point the user there explicitly.", "4. Record any urgency or preference that will matter to the receiving team." ] }, "lead-qualification-foundation": { "icp-fit-qualification": [ "1. Ask only the questions that affect qualification or routing decisions.", "2. Confirm company or personal context, current challenge and desired outcome.", "3. Probe for urgency, authority and implementation timing without sounding interrogative.", "4. Mark strong-fit, moderate-fit or nurture-needed clearly before handoff." ], "meeting-readiness-tagging": [ "1. Translate the conversation into a simple readiness label.", "2. If the lead is ready, suggest the meeting or sales handoff directly.", "3. If the lead is early-stage, offer the right educational or follow-up path instead.", "4. Preserve the reasons behind the label so the next owner understands the decision." ] }, "lead-nurture-followup-foundation": { "adaptive-followup-questioning": [ "1. Start from what the lead already shared and avoid repeating questions.", "2. Ask one higher-value follow-up at a time, focused on blockers, goals or timeline.", "3. Stop when the next owner already has enough context to act.", "4. Summarize the learned context before moving to the next step." ], "nurture-next-step-framing": [ "1. Confirm what will happen next and why it is useful.", "2. Offer the lightest relevant next action, such as a resource, callback or reminder.", "3. Capture the reason for delay so future follow-up stays contextual.", "4. End with a specific expectation rather than an open-ended promise." ] }, "onboarding-activation-foundation": { "first-win-checklist": [ "1. Confirm the user's immediate goal and current setup stage.", "2. Present the next one to three actions that unlock their first win.", "3. Check completion after each milestone instead of dumping all instructions at once.", "4. Reinforce progress and clarify the next milestone before ending the interaction." ], "activation-blocker-triage": [ "1. Identify whether the blocker is technical, access-related, educational or process-related.", "2. Solve directly when the next step is simple and approved.", "3. If a dependency or manual action is required, capture it clearly and route fast.", "4. Close with a concrete owner and follow-up expectation." ] }, "routing-intent-foundation": { "intent-routing-map": [ "1. Detect the primary intent before answering secondary requests.", "2. Route directly when intent is clear and high-confidence.", "3. If multiple intents compete, prioritize the most blocking or highest-value one first.", "4. Preserve the routing reason so downstream systems or humans can audit the decision." ], "ambiguity-clarification-gate": [ "1. Ask the single question that best separates the likely paths.", "2. Offer short options when that reduces friction.", "3. Once the answer is received, commit to the path instead of reopening discovery.", "4. If ambiguity persists, route to the safest fallback path with context attached." ] }, "assistant-open-chat-foundation": { "task-first-assistant": [ "1. Identify the concrete task inside the request.", "2. Answer directly before expanding into optional guidance.", "3. Keep the structure easy to scan and avoid filler.", "4. End with the next best action only when it adds value." ], "answer-with-next-step": [ "1. Give the answer in plain language.", "2. Add one next step that is relevant, concrete and low-friction.", "3. If multiple paths exist, recommend one instead of listing every possibility.", "4. Avoid inventing workflow commitments that the system cannot fulfill." ] }, "basic-open-chat-foundation": { "concise-open-chat-answer": [ "1. Answer in the smallest complete unit that solves the request.", "2. Expand only when the question explicitly asks for depth.", "3. Avoid restating the user's prompt unless confirmation is needed.", "4. Offer an easy follow-up if the topic could branch." ], "clarify-before-assuming": [ "1. Identify the single missing fact that most changes the answer.", "2. Ask for it directly in one sentence.", "3. If a safe default exists, state it and continue only when delay would hurt the experience.", "4. Once clarified, proceed without re-litigating prior context." ] }, "lead-magnet-foundation": { "gated-asset-delivery": [ "1. State the asset value before asking for information.", "2. Collect the minimum data needed to deliver and follow up.", "3. Confirm the delivery path immediately after capture.", "4. If the asset cannot be delivered instantly, explain exactly what happens next." ], "asset-followup-tagging": [ "1. Capture the topic, need or context that motivated the download.", "2. Record that signal in the handoff summary or destination tool.", "3. Suggest the next relevant action, such as a related resource or contact option.", "4. Avoid over-qualifying unless the lead explicitly wants to continue." ] }, "lead-capture-messaging-social": { "social-first-response-intake": [ "1. Acknowledge the inbound message and restate the likely goal in plain language.", "2. Ask the highest-value opening question that helps route or qualify the lead.", "3. Keep the exchange lightweight and confirm progress after each answer.", "4. Transition to contact capture or the next promised action once intent is clear." ], "progressive-contact-capture": [ "1. Request only the fields needed for the next action, not a full form dump.", "2. Explain why each detail matters when the user hesitates.", "3. Confirm the preferred follow-up path and any urgency before closing.", "4. Leave the receiver with a clean summary of what was captured." ] }, "lead-qualification-messaging-social": { "social-fit-qualification": [ "1. Focus on role, need, timing and desired outcome.", "2. Keep questions short and conversational instead of interrogation-like.", "3. Stop once the team has enough information to classify fit.", "4. Summarize the qualification signal before the next step." ], "async-handoff-readiness": [ "1. Check whether the key buying context is already captured.", "2. Clarify the most important missing point only if it changes routing.", "3. Set expectation for response timing and handoff ownership.", "4. Package the thread so the next owner can reply without repeating discovery." ] }, "lead-nurture-followup-messaging-social": { "async-followup-revival": [ "1. Reference the last clear context or promised next step.", "2. Re-open with a lightweight question or option that lowers reply effort.", "3. Avoid restarting full discovery unless the context has changed.", "4. If there is no response, leave a clear path for later continuation." ], "channel-aware-next-step": [ "1. Decide whether the best next move is a resource, callback, booking or human handoff.", "2. Phrase the next action in the tone and pace that fits the channel.", "3. Confirm what happens next and who owns it.", "4. Record any blocker or preference for future follow-up." ] }, "support-escalation-messaging-social": { "rapid-escalation-detection": [ "1. Identify signals such as repeated failure, policy risk, emotional escalation or missing authority.", "2. State clearly that the case needs human review instead of continuing weak automation.", "3. Collect the minimum missing evidence before handoff.", "4. Preserve urgency and customer impact in the summary." ], "social-handoff-brief": [ "1. Summarize the customer goal, issue and current blocker.", "2. Capture what has already been tried or answered.", "3. Include any promised timing, sentiment or sensitivity.", "4. Close with a handoff message that keeps the customer informed." ] }, "social-dm-engagement-messaging-social": { "dm-comment-to-conversation": [ "1. Acknowledge the public signal and invite the user into private follow-up.", "2. Restate the likely topic so the transition feels relevant.", "3. Start the DM with one simple question that advances the conversation.", "4. Keep the first private reply lightweight and easy to answer." ], "public-to-private-bridge": [ "1. Explain why the next step is better handled privately.", "2. Carry the key context into the private thread so the user does not repeat themselves.", "3. Confirm the desired outcome before exploring details.", "4. End the public interaction politely while directing attention to the private channel." ] }, "omnichannel-case-management-messaging-social": { "cross-channel-context-stitch": [ "1. Identify whether the thread belongs to an existing lead, case or prior conversation.", "2. Merge the important facts, promises and open blockers.", "3. Continue from the latest useful context instead of re-asking resolved questions.", "4. Note the channel switch so future handoffs stay consistent." ], "case-reopen-continuity": [ "1. Briefly recap the last known resolution or pending action.", "2. Confirm what changed since the prior interaction.", "3. Decide whether to resume the same path or escalate to a new owner.", "4. Reset the next promised action and timing." ] }, "sales-high-ticket-messaging-social": { "premium-intent-probing": [ "1. Explore the buyer goal, stakes and timeline.", "2. Check for authority, budget range or commitment signals tactfully.", "3. Keep the conversation consultative rather than transactional.", "4. Surface the few facts a closer needs to personalize the next step." ], "closer-brief-sequencing": [ "1. Summarize fit, urgency and desired outcome.", "2. Capture any objections, constraints or deal context.", "3. Set the expectation for who will follow up and when.", "4. Hand the closer a short sequence that starts from the lead momentum." ] }, "support-ticket-triage-support-ops": { "inbox-priority-triage": [ "1. Classify the request by type, severity and customer impact.", "2. Flag blockers, time-sensitive issues or potential escalations early.", "3. Route routine requests toward the fastest approved path.", "4. Leave a clear triage note for the next owner." ], "resolution-path-selection": [ "1. Match the issue to the lightest path that can solve it safely.", "2. Prefer direct resolution when the fix is known and approved.", "3. Escalate only when authority, risk or missing data requires it.", "4. Make the chosen path explicit in the case summary." ] }, "support-escalation-handoff-support-ops": { "human-handoff-package": [ "1. Summarize the issue, impact and current state in a few lines.", "2. Include the checks already completed and the evidence collected.", "3. Call out the reason for escalation and the decision that is still needed.", "4. Preserve any SLA or expectation already communicated." ], "sla-expectation-reset": [ "1. State the ownership change directly.", "2. Give the most reliable next timing window available.", "3. Avoid promising precision that the next team cannot meet.", "4. Close with the exact next event the customer should expect." ] }, "internal-helpdesk-employee-ops-support-ops": { "policy-answer-first": [ "1. Lead with the approved answer or rule in clear language.", "2. Add only the steps or exceptions the employee needs next.", "3. Link or cite the internal source when that improves trust.", "4. Escalate only when policy ambiguity or access exceptions remain." ], "employee-escalation-routing": [ "1. Identify which team owns the unresolved step.", "2. Capture the employee context and what has already been attempted.", "3. Route to the smallest capable team rather than a generic queue.", "4. Set a clear expectation for the employee on what happens next." ] }, "customer-success-feedback-support-ops": { "post-resolution-feedback-request": [ "1. Confirm that the immediate issue is resolved first.", "2. Ask for a short score, sentiment or reaction.", "3. Keep the feedback request lighter than the support interaction itself.", "4. Route low-sentiment responses for review instead of treating them as closed." ], "detractor-recovery-flag": [ "1. Separate neutral noise from real detractor signals.", "2. Preserve the customer complaint in their own words when possible.", "3. Flag the case for recovery with context and urgency.", "4. Avoid closing the loop until the recovery owner is clear." ] }, "surveys-nps-quiz-support-ops": { "micro-survey-invite": [ "1. Explain why the survey matters and keep it optional.", "2. Keep the entry ask short enough to feel lightweight.", "3. Start only after the user is no longer blocked on the original request.", "4. Confirm how long the survey should take." ], "structured-feedback-capture": [ "1. Collect the score, category or key question first.", "2. Ask for the short supporting reason or example next.", "3. Keep branching shallow so completion stays high.", "4. Preserve the response in a format operations can review later." ] }, "ecommerce-product-discovery-commerce-payments": { "shopper-needs-discovery": [ "1. Ask about the use case, preference or problem to solve.", "2. Capture only the attributes that change the recommendation.", "3. Keep the discovery short enough to preserve shopping momentum.", "4. Translate the answers into a clear direction for the shortlist." ], "product-shortlist-framing": [ "1. Narrow the options to the few strongest fits.", "2. Explain the logic behind the shortlist in plain language.", "3. Highlight the main difference between the recommended options.", "4. End with the easiest next action toward product selection." ] }, "ecommerce-guided-recommendation-commerce-payments": { "guided-preference-intake": [ "1. Ask about preference, concern or goal in a shopper-friendly order.", "2. Translate technical or product language into easy choices when needed.", "3. Avoid collecting extra fields that do not improve the recommendation.", "4. Prepare the final suggestion from the strongest preference signals." ], "recommendation-explain-and-link": [ "1. Lead with the recommended option first.", "2. Explain why it matches the shopper signals in one short rationale.", "3. Link directly to the product, collection or next conversion step.", "4. Offer only the most relevant alternative if comparison truly helps." ] }, "ecommerce-order-support-commerce-payments": { "order-status-intake": [ "1. Request the smallest set of identifiers needed to locate the order.", "2. Confirm whether the request is about status, delivery issue or missing update.", "3. Summarize the current question before answering or escalating.", "4. Move to the fastest approved order-support path available." ], "returns-refund-handoff": [ "1. Clarify the product, order and reason for return or refund.", "2. Capture any policy-sensitive details the next team will need.", "3. Avoid over-promising outcomes before review.", "4. Hand off with a concise summary and next expectation." ] }, "commerce-payments-collections-commerce-payments": { "payment-intent-confirmation": [ "1. Confirm the product, offer or amount the shopper expects.", "2. Identify whether the blocker is trust, payment method or checkout friction.", "3. Guide the shopper to the correct payment path with minimal extra detail.", "4. Make the payment next step explicit before ending the exchange." ], "checkout-recovery-proof": [ "1. Reconfirm what the customer tried and where the checkout stalled.", "2. Offer the shortest recovery path first, such as a fresh link or verified payment route.", "3. Collect proof or confirmation only when it changes the next action.", "4. Preserve a clean summary for finance or support if manual review is required." ] }, "ecommerce-value-calculator-commerce-payments": { "calculator-input-collection": [ "1. Ask for only the inputs that materially change the estimate.", "2. Clarify units, assumptions or ranges only when necessary.", "3. Keep the pace fast so the user reaches the result quickly.", "4. Confirm that enough information is available before calculating." ], "value-summary-next-step": [ "1. Present the result in plain language first.", "2. Explain what the number means for the user or buyer decision.", "3. Link the result to the most natural conversion step.", "4. Avoid overwhelming the user with secondary calculations unless asked." ] }, "knowledge-rag-answering-knowledge-copilots": { "knowledge-answer-first": [ "1. Identify the concrete question inside the request.", "2. Answer directly from the strongest approved knowledge available.", "3. Add only the minimum supporting detail or next step needed.", "4. Make any remaining uncertainty visible instead of improvising." ], "knowledge-gap-escalation": [ "1. State clearly which part of the answer is known and which part is not.", "2. Ask one clarifying question only if it can unlock a supported answer.", "3. Escalate to a human or specialist when the knowledge gap remains material.", "4. Preserve the gap so the team can improve future coverage." ] }, "assistant-open-chat-knowledge-copilots": { "task-anchored-copilot": [ "1. Identify the main task or decision hiding inside the request.", "2. Answer that task directly before expanding into optional detail.", "3. Keep the structure easy to scan and continue from.", "4. Stay useful without sounding like a generic model demo." ], "next-step-copilot": [ "1. Give the answer in clear language.", "2. Recommend one next step that matches the user goal and system scope.", "3. Avoid listing every possible path unless the user explicitly asks.", "4. Make the next move concrete enough to execute immediately." ] }, "onboarding-activation-knowledge-copilots": { "guided-setup-bridge": [ "1. Confirm the user current stage and immediate setup goal.", "2. Point them to the next one to three actions that unlock progress.", "3. Use connected knowledge to answer questions without dumping the full manual.", "4. End with a clear milestone or checkpoint for the next interaction." ], "activation-blocker-knowledge-bridge": [ "1. Identify the blocker category and what the user has already tried.", "2. Surface the best matching knowledge or approved fix first.", "3. Escalate only when the blocker depends on access, policy or missing system action.", "4. Preserve the blocker summary for the next owner if handoff is needed." ] }, "routing-intent-knowledge-copilots": { "knowledge-aware-routing": [ "1. Detect the primary intent before responding to secondary details.", "2. Check whether existing knowledge can answer directly with confidence.", "3. Route to the right workflow or specialist when the request needs action, not just information.", "4. Preserve the reasoning behind the route for later review." ], "specialist-vs-knowledge-gate": [ "1. Identify the single factor that most changes whether automation is enough.", "2. Ask a short clarifying question only when it resolves that decision.", "3. Commit to either knowledge answer or specialist route once the signal is clear.", "4. Avoid bouncing the user between both paths without ownership." ] }, "omnichannel-case-management-knowledge-copilots": { "case-context-synthesis": [ "1. Pull together the core request, prior actions and unresolved blocker.", "2. Separate confirmed facts from assumptions or open questions.", "3. Highlight any knowledge article, policy or note that changes the next move.", "4. Present the summary so the next owner can act without re-reading everything." ], "cross-thread-next-best-action": [ "1. Determine which open blocker is most important right now.", "2. Recommend the next action that removes that blocker with the least friction.", "3. Make the owner, timing and dependency explicit.", "4. Keep the recommendation specific enough to execute immediately." ] }, "vertical-insurance-verticals": { "coverage-eligibility-intake": [ "1. Collect the minimum profile and coverage details that determine basic fit.", "2. Keep regulated or policy-sensitive questions concise and purposeful.", "3. Clarify the user goal, such as quote, comparison or coverage guidance.", "4. Stop before quoting if the workflow requires licensed human review." ], "quote-handoff-brief": [ "1. Summarize the lead profile, coverage need and urgency.", "2. Capture any exclusions, sensitivities or missing documents.", "3. State what the human advisor still needs to confirm.", "4. Close with a clear expectation for quote follow-up." ] }, "ecommerce-value-calculator-verticals": { "calculator-guardrailed-intake": [ "1. Ask only for the inputs that materially affect the calculation.", "2. Clarify boundaries, units or assumptions before the user goes too far.", "3. Keep the experience short enough to preserve completion.", "4. Validate that the inputs are usable before presenting the result." ], "result-interpretation-next-step": [ "1. Present the result in a clear, non-technical way.", "2. Explain the implication or value of that result for the user.", "3. Offer the best next step, such as a product, plan or follow-up.", "4. Avoid presenting the result as professional advice if the workflow does not support that." ] }, "ecommerce-guided-recommendation-verticals": { "profile-assessment-flow": [ "1. Ask the few questions that most shape the final recommendation.", "2. Translate domain language into easy choices whenever possible.", "3. Keep the assessment short enough to maintain trust and completion.", "4. Summarize the resulting profile before recommending the next step." ], "regimen-recommendation-bridge": [ "1. Present the recommended regimen or set of products first.", "2. Explain the match between the result and the recommendation in one short rationale.", "3. Offer the easiest path to learn more or convert.", "4. Keep optional alternatives secondary to the main recommendation." ] }, "sales-high-ticket-verticals": { "domain-specific-discovery": [ "1. Explore the buyer objective, constraints and decision context.", "2. Ask only the domain questions that materially affect fit or solution design.", "3. Keep the tone expert and consultative instead of scripted.", "4. Summarize the strongest buying signals before escalation." ], "premium-escalation-brief": [ "1. Summarize the goal, fit indicators and deal context.", "2. Include any objections, sensitivities or timing signals.", "3. State what kind of expert follow-up is expected next.", "4. Preserve the lead momentum with a clear next ownership handoff." ] } }, "applyChannelLabel": "Apply for channel", "applyChannelHint": "The skill content will be applied with the {channel} overlay.", "channelOverlays": { "api": { "whenToUse": "Channel overlay: optimize the skill for API-driven assistants that benefit from predictable, structured responses.", "procedure": [ "Channel overlay:", "- Keep the output deterministic and easy to parse downstream.", "- Avoid decorative phrasing and make the next action or state explicit." ] }, "baileys": { "whenToUse": "Channel overlay: keep the flow short, mobile-friendly and progressively captured for WhatsApp-style conversations.", "procedure": [ "Channel overlay:", "- Prefer short messages that are easy to scan on mobile.", "- Ask for one detail at a time and confirm the next promised action before ending." ] }, "chat": { "whenToUse": "Channel overlay: keep the interaction fast, clear and oriented around immediate next steps in live chat.", "procedure": [ "Channel overlay:", "- Keep responses concise enough for a live chat rhythm.", "- Move the user toward the next decision without adding unnecessary background." ] }, "crisp": { "whenToUse": "Channel overlay: adapt the skill for support inbox conversations where queue context and ownership matter.", "procedure": [ "Channel overlay:", "- Make status, priority and ownership easy for the next operator to understand.", "- Preserve a short summary that support teammates can act on without re-reading the full thread." ] }, "dashboard": { "whenToUse": "Channel overlay: optimize for operator-facing or embedded dashboard experiences where clarity and state matter more than flair.", "procedure": [ "Channel overlay:", "- Keep steps explicit so the user or operator can follow the workflow without guesswork.", "- Surface the current state, blocker or next owner whenever it helps move the case forward." ] }, "form": { "whenToUse": "Channel overlay: keep the skill aligned with short, progressive form-driven interactions.", "procedure": [ "Channel overlay:", "- Minimize unnecessary questions and collect only what unlocks the next step.", "- Confirm what will happen after the form-style capture is complete." ] }, "instagram": { "whenToUse": "Channel overlay: adapt for short social replies that often begin from DM or comment intent.", "procedure": [ "Channel overlay:", "- Use short, direct language that respects the pace of Instagram conversations.", "- Move from engagement to clear private next steps without making the user repeat context." ] }, "mail": { "whenToUse": "Channel overlay: adapt for asynchronous email threads where summaries, expectation setting and batching matter.", "procedure": [ "Channel overlay:", "- Use slightly fuller summaries so the thread still makes sense when reopened later.", "- Batch only the essential questions and state the expected next timing or owner clearly." ] }, "messenger": { "whenToUse": "Channel overlay: optimize for casual DM threads that still need structured qualification or support continuity.", "procedure": [ "Channel overlay:", "- Keep the tone conversational while staying disciplined about the next action.", "- Collect information progressively instead of front-loading the whole exchange." ] }, "slack": { "whenToUse": "Channel overlay: adapt for internal or operator-heavy Slack workflows where routing and accountability matter.", "procedure": [ "Channel overlay:", "- Favor crisp summaries, clear owners and explicit follow-up expectations.", "- Keep the response useful for both the current reader and the next teammate in the thread." ] }, "telegram": { "whenToUse": "Channel overlay: keep the flow light and message-friendly for asynchronous Telegram conversations.", "procedure": [ "Channel overlay:", "- Use short, self-contained turns that work well in async messaging.", "- Confirm the next step before ending so the thread can restart cleanly later." ] }, "tiktok": { "whenToUse": "Channel overlay: optimize for high-intent but short-attention social conversations that may start from content engagement.", "procedure": [ "Channel overlay:", "- Get to the point quickly and anchor the exchange around one simple next step.", "- Respect that the user may be moving from content discovery into direct response." ] }, "tiktok_shop": { "whenToUse": "Channel overlay: adapt for commerce-led TikTok Shop interactions where product clarity and checkout momentum matter.", "procedure": [ "Channel overlay:", "- Keep product, order or payment guidance highly actionable and easy to scan.", "- Reduce friction by clarifying the shortest path to purchase, proof or support." ] }, "website": { "whenToUse": "Channel overlay: optimize for website experiences where users expect a fast answer and a visible next action.", "procedure": [ "Channel overlay:", "- Keep the guidance concise and conversion-aware for web visitors.", "- Point to the next page, action or handoff clearly when the user is ready to continue." ] }, "whatsapp": { "whenToUse": "Channel overlay: adapt for WhatsApp Business conversations with short replies, progressive capture and clear follow-up promises.", "procedure": [ "Channel overlay:", "- Keep each message compact enough for mobile reading.", "- Ask for one thing at a time and confirm who follows up next or what happens after the reply." ] }, "zappflux": { "whenToUse": "Channel overlay: keep the skill aligned with flow-driven ZappFlux experiences where branch clarity matters.", "procedure": [ "Channel overlay:", "- Make the branch decision or route explicit so the flow stays debuggable.", "- Keep the response compatible with staged, flow-based orchestration instead of freeform detours." ] } } }, "confidence_pct": "{confidence}%" }