Gradual rollout: Skills is being rolled out progressively to merchants using AI Agent over the coming weeks. If you don’t see it in your account yet, it’s on the way and should be available soon.

Skills is a new, more precise way to configure AI Agent beyond Guidance. It gives you more control over how your AI Agent handles returns, order tracking, warranties, and other key customer requests, so shoppers get accurate, consistent answers every time.

Why it matters

Today, your AI Agent draws from your entire knowledge base and decides what to use for each ticket. That can get you far, but as it handles more situations, you have limited control over how each one is resolved. For high-impact conversations like returns, warranty claims, and policy-sensitive requests, you need answers to land the same way every time.

Skills give you that precision. Your AI Agent recognizes what the customer is asking about and applies the dedicated instructions you’ve set for that exact use case. Each Skill is its own focused playbook that’s tied to a specific intent, so the same situation is handled the same way every time.

Your next steps

Head to the new Skills page in AI Agent to get started. We’ve already prepared personalized Skill recommendations based on your ticket history and existing Guidance. In just a few steps, you can review, customize, and activate the Skills that fit your business, helping your AI Agent deliver more accurate and consistent resolutions from day one.