Agent skills | Chatisto Docs

Write step-by-step playbooks that the Chatisto AI loads only when a conversation needs them: refunds, order changes, bookings and more.

A skill is a written procedure for one type of request, for example "how we handle refunds". The AI sees each skill's name and description at all times. It reads the full instructions only when a conversation needs them, so you can have many skills without slowing down or confusing the AI.

Skills are used by the chatbot and by the operator AI assistant that drafts replies for your team.

Create a skill

Go to Settings → Skills → New skill:

Field	Rules	Example
Name	Lowercase letters, numbers and single hyphens, up to 64 characters.	`refund-requests`
When to use it	Up to 1,024 characters. The AI reads this to decide whether the skill fits.	Use when a customer asks for a refund or wants to return an order.
Instructions	Markdown, as long as needed.	See below.
Enabled	Disabled skills are never offered to the AI.	On

Example instructions:

1. Ask for the order number if the customer hasn't given it.
2. Returns are accepted within 30 days of delivery.
   - Within 30 days: explain they'll get a return label by email within 1 business day.
   - Older than 30 days: apologize and offer a 15% voucher instead.
3. Damaged items: ask for a photo, no return needed.
4. Never confirm a refund amount. Say the team will confirm it by email.
5. If the customer is upset or asks for a person, hand off to a human.

Tips

One skill per request type. "Refunds" and "Change delivery address" are two skills, not one.
The description decides everything. If the AI doesn't use a skill, make "When to use it" more specific and use the words customers actually write.
Write what to say, not just what to do. Include exact policies, numbers and wording you want.
Skills are on by default in every AI step of your scenarios. You can turn them off per AI step.