Skills and actions
Attach Informly marketplace skills to a single widget and configure per-widget actions that fire webhooks or sync data on conversation events.
A widget answers from documents by default, but you can teach it to do things — look up an order, open a ticket, hand off to a human — by attaching skills. Skills come from the Skills marketplace, and each one can be enabled or disabled per widget. Actions are a separate concept: they're the webhooks and CRM syncs you wire up to fire on conversation events like "conversation ended" or "lead captured".
This page covers how to attach skills and configure actions for one specific widget. For the catalog of available skills and how skills work in general, see Skills.
Where to find them
Skills and actions live on two different tabs of the widget detail page:
- Widgets → (your widget) → Skills — enable or disable skills the widget should have access to
- Widgets → (your widget) → Actions — define webhooks and integrations that fire on events
Attaching a skill
Open the Skills tab
From the widget detail page, click Skills. You'll see every skill installed in your organization with a checkbox next to each one.
Tick the skills you want enabled
Pick the skills the widget needs. A typical support widget might enable an order-lookup skill, a refund-status skill, and a Zendesk ticket-creation skill.
Fill in skill-specific config
Some skills need credentials or settings before they can work. A Zendesk skill, for instance, asks for an API key and a subdomain; a Shopify order-lookup skill needs an access token. Fill those in inline.
Save
Click Save skills. The widget can use the new skills on the next message it receives.
Removing a skill from a widget doesn't break in-flight conversations — they finish under the previous configuration. New conversations get the updated skill set.
Actions vs skills
The two are close cousins but solve different problems:
| Concept | Triggered by | Best for |
|---|---|---|
| Skill | The AI deciding it needs to do something during a reply | Lookups, ticket creation, anything the model itself invokes |
| Action | A conversation event (started, ended, tagged, rated) | Logging to your data warehouse, CRM sync, alerting |
A skill is a tool the AI picks up mid-conversation. An action is a hook that fires automatically when something happens to a conversation.
Configuring an action
Open the Actions tab
From the widget detail page, click Actions.
Add a new action
Click New action, pick the event you want to listen for (e.g. "conversation ended", "low rating received"), and choose the type — webhook, CRM sync, or custom HTTP.
Set the target
For a webhook, enter the URL and any headers your endpoint needs. For a CRM sync, pick the connected CRM and the object to create or update. See CRM for connecting CRMs.
Test it
Click Send test event. Informly fires a sample payload at the target so you can confirm your endpoint accepts it.
Save
Click Save action. It starts firing on real events immediately.
Worked example
Say you run a Shopify store and want the widget to:
- Answer order questions by looking up the customer's order in real time
- Push every conversation transcript to your CRM after it ends
You'd enable a Shopify order-lookup skill under Skills (paste in the access token), and add an action under Actions that fires on "conversation ended" and posts to your CRM contact's activity timeline.