Skills and standard procedures

A skill is a reusable procedure Zoe follows — your standard operating procedure, written once and applied consistently. Instead of hoping the assistant improvises the right sequence for a laptop hardware intake or a password reset, you write the steps down as a skill, and Zoe follows them whenever a request matches. Skills are managed under Skills in the left-hand navigation, which the portal titles Enterprise Skills.

Creating a skill

1. Open Skills and select New skill.
2. Give it a Name — something a colleague would recognize, for example "Laptop hardware issue intake".
3. Fill in When to use, describing the situations this skill covers. This field is what Zoe matches against, so write it in the language your people actually use.
4. Write the Procedure: step-by-step instructions for Zoe to follow.
5. Select Save skill.

If you would rather start from a draft, Use AI opens an authoring panel: describe what the skill should do, select Generate, then Refine it with feedback such as "add a verification step". Nothing is saved until you choose Approve & use — and if guardrails masked part of the draft, the panel says so and asks you to review before saving.

Publishing, editing and disabling

A saved enterprise skill is available across your whole organization. Each row carries an Enabled toggle, so you can take a procedure out of service without deleting it — useful while a process is being revised. Edit reopens the form, and Delete removes the skill for good, after a confirmation that says Zoe will no longer follow the procedure.

Versions and history

Every save takes an immutable snapshot. Open the history for a skill to see its versions, each labelled with a version number and who edited it. A What changed summary flags whether the name, description, enabled state or procedure text moved, showing the Was and Now of each change, and Restore brings an earlier version back without destroying anything in between — the restore is itself a new version. History keeps the most recent 20 versions of each skill.

How Zoe uses a skill

Zoe is given a compact menu of the skills available to her — just each skill's name and its "When to use" text. When a request matches, she loads that skill's full procedure and follows it. Two consequences are worth knowing:

• The When to use text does the work of matching. A vague description means the skill is rarely loaded; a precise one means it fires when it should.
• The menu is capped, with enterprise skills first and recently used ones favoured, so a long tail of stale skills can crowd out useful ones. Disable what you no longer need.

On a phone line or a shared mailbox, the skills Zoe can reach are narrower still: each SIP channel and each email channel carries its own bound-skills list, and a channel with nothing bound gets no skills at all. See Integrations for where those channels are configured.

Approving promotion requests

People in your organization can also write personal skills for their own use in Zoe. When someone believes theirs should apply organization-wide, they submit a promotion request, and it appears in the Promotion requests panel on this page with the skill's name and who requested it.

1. Review the request in the panel.
2. Select Approve to promote it to an enterprise skill, or Reject to decline.

An approved skill becomes a normal enterprise skill: enabled, versioned, and editable like any other. When there is nothing waiting, the panel says so.

Usage analytics

Below the skill list, a 30-day usage section shows Total loads, Unique users, and a By channel split across Chat, Voice and Email, plus a By skill breakdown tagged Enterprise or Personal, a By user breakdown, and a trend chart for the window. It is the fastest way to see which procedures are actually carrying your volume — and which ones nobody's requests ever match, which usually means the "When to use" text needs rewriting rather than the procedure.

What Zoe did on any individual occasion, including which skill she loaded, is visible on the trail described in Guardrails and governance.