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Skills

Give every AI agent the skills to do the job.

Skills teach Helply agents how to handle specific types of customer work. From answering common questions to investigating complex issues, give each agent the capabilities it needs to resolve more on its own.

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Agent settings › Skills
EJS
SkillsConfigured for Support agent
Start with ready-to-use skillsGive agents common support capabilities without building everything from scratch.…
Create skills for your businessEvery company supports customers differently. Create skills around your products,…
Give different agents different capabilitiesNot every agent needs to know how to do everything. Assign skills based on an…
Combine skills to solve complex issuesCustomer problems rarely fit neatly into one category. Agents can use multiple…
Improve skills over timeSee where agents succeed, where they struggle, and where human intervention is…

Build agents around the work your team actually does.

Start with ready-to-use skills

Give agents common support capabilities without building everything from scratch. Configure the skills your agents need based on the types of customer requests your team handles every day.

Create skills for your business

Every company supports customers differently. Create skills around your products, policies, processes, and customer workflows so Helply knows how your team handles specific requests.

Give different agents different capabilities

Not every agent needs to know how to do everything. Assign skills based on an agent’s role so each AI teammate has a clear job and the capabilities required to perform it.

Combine skills to solve complex issues

Customer problems rarely fit neatly into one category. Agents can use multiple skills as they investigate and resolve an issue, moving from understanding the request to finding information and taking action.

Improve skills over time

See where agents succeed, where they struggle, and where human intervention is still required. Use real support interactions to continuously improve how your agents work.

Build agents around real work

Your support team doesn’t do one job. Neither should your AI agents. Skills break customer support into specific capabilities your agents can learn, use, and improve.

Agent settings › Skills
EJS
Skill libraryReady to use
R
RefundsLook up charges and issue refunds
Added
P
Password resetsVerify identity and send a reset
Added
O
Order statusTrack orders across carriers
Add
Skills › New skill
EJS
New skillDraft
NameAnnual plan refunds
WhenA customer asks to refund an annual plan
StepsCheck policy, pull billing, prorate if within 30 days
ToolsStripe, HubSpot
TestSave skill
Agents › Skills
EJS
Who can do whatSkills by agent
S
Support agentRefunds, resets, order status
12 skills
A
Assist agentSummaries, drafts, investigations
8 skills
C
Churn agentHealth checks, owner alerts
4 skills
All tickets › Kestrel #42
EJS
Kestrel #42Refund and downgrade
P2
KKai Morgan via email · 9:41 AM
Can you refund last month and move us to the smaller plan?
Helply AI working
Skill · RefundsSkill · Plan changesSkill · Billing lookup
Resolved with 3 skills 31 secs
Skills › Refunds
EJS
Refunds skillLast 30 days
Used412times
Resolved91%+4 pts
Handed off37mostly over $500
Resolved375
Handed off37
Agents › Support agent
EJS
Support agentBuilt around real work
B
Billing5 skills
On
A
Account access4 skills
On
O
Orders3 skills
On

Turn your best support processes into reusable skills.

Your best support reps know how to diagnose problems, where to look for answers, and what steps to take next. Helply lets you turn that operational knowledge into skills your AI agents can use across thousands of customer conversations.

Teach it once. Use it everywhere.

Frequently asked questions

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What is a Skill in Helply?

A Skill is a capability that teaches an AI agent how to handle a specific type of support work.

Can we create our own Skills?

Yes. Skills can be configured around the customer requests, products, processes, and workflows specific to your business.

Can an agent have multiple Skills?

Yes. Agents can use different Skills depending on what they’re trying to accomplish.

Can different agents have different Skills?

Yes. You control which capabilities are available to each agent based on its role.

How do Skills improve over time?

Agent performance helps your team identify where Skills need better knowledge, instructions, tools, or processes.

Teach your agents how your team works.

Helply is the complete AI-native support platform: everything you expect from Zendesk, rebuilt around AI agents that investigate, resolve, and act.

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