> ## Documentation Index
> Fetch the complete documentation index at: https://docs.totebot.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent Skills

> Teach your agent how to behave in specific situations with reusable skills

## What are skills?

Skills are reusable instructions that tell your agent **how to behave in a specific situation**. Each skill has:

* **Name**: a short label (e.g. "Returns & Exchanges").
* **When to use**: the trigger that tells the agent when this skill applies (e.g. "When a customer wants to return or exchange a product").
* **Instructions**: what the agent should do when the situation occurs.

When a conversation matches a skill's *when to use*, the agent follows that skill's instructions. This lets you shape behavior precisely (handling returns, upselling, troubleshooting) without rewriting your whole system prompt.

## Skill categories

Skills are organized into categories so they're easy to manage:

* **Sales**: consultative selling, upsell & cross-sell, objection handling, product comparison.
* **Customer support**: troubleshooting, complaint handling.
* **Returns**: returns, exchanges, order modifications.
* **Catalog**: product/catalog assistance.
* **Custom**: anything specific to your business.

## The skill library

Totebot ships a library of prebuilt skills you can add to your agent in one click. Each library skill comes with a sensible *when to use* and *instructions* that you can keep as-is or edit.

To add a library skill:

1. Open **Settings** → **AI** and scroll to the **Skills** section.
2. Click **Browse** to open the skill library.
3. Browse by category and click **Add** on any skill. Skills already on your agent are marked as added.

## Adding a custom skill

If the library doesn't cover your need, create your own:

1. In the **Skills** section, click **Add skill**.
2. Fill in:
   * **Name**: what the skill is called.
   * **When to use**: describe the situation that should trigger it. Be specific ("When a customer asks about delivery times" rather than "shipping").
   * **Instructions**: exactly what the agent should do or say.
   * **Category**: pick the closest fit (or **Custom**).
3. Save. The skill takes effect immediately on the next message.

## Editing, enabling, and removing

* **Edit**: update a skill's name, when-to-use, instructions, or category at any time.
* **Enable / disable**: toggle a skill off to pause it without deleting. A disabled skill is kept but no longer applied.
* **Delete**: permanently remove a skill you no longer need.

## Writing effective skills

<Tip>
  The **when to use** field is what makes a skill trigger at the right moment, and the **instructions** are what it actually does. Keep them tightly matched.
</Tip>

* Make **when to use** describe a clear, recognizable situation.
* Keep **instructions** actionable and concrete: steps, rules, or phrasing the agent should follow.
* Prefer several focused skills over one giant skill; the agent applies whichever matches the conversation.
* Skills work alongside your agent's knowledge base and instructions: use skills for *behavior*, the knowledge base for *facts*.

## Example

**Name:** Returns & Exchanges

**When to use:** When a customer wants to return or exchange a product, or asks about the return policy.

**Instructions:** Confirm the order and item, check it's within the 30-day window, and explain the steps to start a return. If the item is outside the window or final sale, apologize and offer alternatives. Never promise a refund amount you can't confirm; defer to the return policy.