Skills
Skills are reusable actions the Informly AI can take during a conversation, from creating support tickets to scheduling meetings and pushing data to a CRM.
A skill is a reusable action the AI can take during a conversation. Where documents teach the assistant what to say, skills teach it what to do — create a support ticket, schedule a meeting, push a lead to your CRM, kick off a refund. Without skills, every conversation ends in words; with skills, conversations turn into outcomes.
Open the skill catalog from the sidebar by going to Skills.
What a skill looks like
Every skill in the marketplace has the same card layout, so you can scan the catalog quickly.
| Field | What it tells you |
|---|---|
| Name | What the skill does, in a few words. |
| Description | A one-line summary of the action and where it sends the result. |
| Icon | Visual marker for the provider or category. |
| Trigger phrase | The kind of customer message that should activate the skill. |
Click into a skill to see the full documentation, an example use, and the configuration options it needs.
Browsing the catalog
The catalog is built to be skimmable.
Open Skills
From the sidebar, go to Skills.
Filter by category
Use the category filter to narrow down to support, sales, scheduling, and so on.
Search by keyword
The search box matches against name and description. Try a phrase like "create ticket" or "calendar".
Open a skill
Click any card to read the full description, see example transcripts, and review the configuration fields.
Attaching a skill to a widget
Skills are global to your organization, but each widget chooses which ones it can use. This means the same skill can power your marketing widget and your support widget without being configured twice, and a widget never has access to actions you haven't approved for it.
Open the widget
Go to Widgets → (your widget) → Skills.
Pick the skills
Tick the skills you want this widget to be able to use.
Configure each one
Skills that need per-widget settings — destination project, default assignee, default channel — expose those fields inline.
Save
The widget can use the skill on the next message.
For the full per-widget configuration page, see Widgets → Skills & actions.
How the AI decides when to use a skill
The AI looks at each customer message and decides whether any attached skill is a fit, based on the skill's trigger phrase and description. If a skill matches, the assistant runs the skill and uses the result in its reply.
Skills work best when their trigger phrase is specific. A skill triggered on "anything related to billing" will fire too often; one triggered on "the customer is asking to cancel a subscription" fires when it should.
Skills vs. documents vs. data sources
Three things teach the assistant something — and it's easy to mix them up.
| Concept | What it adds |
|---|---|
| Document | Knowledge the AI can answer questions about. |
| Data source | An external system that supplies documents automatically. |
| Skill | An action the AI can take during the conversation. |
A single conversation often uses all three: the AI answers from a document, pulls context from a synced data source, and ends by running a skill to file a ticket.
Custom skills
Beyond the marketplace, you can build custom skills tailored to your own systems — for example, a skill that creates a record in your internal admin tool or calls a webhook on your backend. Custom skills are configured per organization and then attached to widgets the same way marketplace skills are.
Detailed setup for custom skills, including authentication and request shape, lives outside this overview.
What's next
Configure skills on a widget
Pick which skills a widget can use and tune their per-widget settings.
Widgets overview
See where skills fit alongside persona, documents, and appearance.
Documents
Give the AI the knowledge it needs to answer in the first place.
Data sources
Keep that knowledge in sync with your other systems.
Data sources
Connect Informly to external systems like Slack, Salesforce, and Google Drive to sync documents into your library automatically and keep them up to date.
Projects overview
A project is the container in Informly that groups related widgets, documents, and team members for a single product, brand, or website.