Skills

A skill is a written procedure Zoe follows — your organization's standard operating procedure, captured once and reused. Instead of explaining the intake questions for a laptop failure every time, someone writes them down as a skill and Zoe works through them consistently for everyone.

Two kinds of skill

Enterprise skills are published for the whole organization by an administrator. Everyone gets the same procedure, and it is the right home for anything with a compliance, quality or consistency requirement.

Personal skills are yours. You create them, only you use them, and nobody else sees them. They are useful for the routines that are specific to your role.

Open the Skills page from the top bar to see both lists: My skills and Enterprise skills. Each skill shows its name, its description, and how often it has been used in the last 30 days.

Running a skill

You do not launch a skill from a menu. You describe the task, and Zoe picks the matching procedure.

1. Open a conversation and say what you need — a user's laptop will not boot, start the intake.
2. Zoe matches your request against the skill descriptions and loads the one that fits.
3. Follow along as Zoe works through the steps.

If several skills could apply, or you want a specific one, name it: use the laptop hardware issue intake skill. This is also how you get a rarely used procedure that Zoe might not reach for on its own.

The description a skill's author wrote — When should the assistant use this skill? — is what Zoe matches against, so a vague description is the usual reason a skill does not get picked up.

What to expect, step by step

While Zoe is working you see a live progress line with the current step and a counter — Step 2 of 5, Working… — that collapses to a quiet one-liner marked Done when it finishes. If a step fails, the trace stays expanded so you can see where it stopped. You can always reopen the collapsed trace.

During a run, expect Zoe to:

• Ask you questions the procedure requires — Zoe waits for your answer before continuing.
• Read from connected systems as it goes, opening previews of the records it looks at.
• Draft any change as an approval card. A skill does not bypass the approval gate; see Records and approvals.
• Cite documents it consulted, in the Sources panel.

You stay in control throughout. Answer differently, redirect mid-run, or tell Zoe to stop — it is a conversation, not a wizard you have to finish.

Writing and sharing your own

On the Skills page, New skill opens a form with three fields: a Name, a Description saying when Zoe should use it, and the Procedure itself — step-by-step instructions in your own words.

You can also have Zoe draft one. Describe the procedure in chat and ask Zoe to turn it into a skill; an AI-drafted skill card appears with Review & save, which opens the same form pre-filled so you can correct it before saving.

Once saved, a personal skill offers a few more actions:

• Share it with a colleague, who receives their own editable copy.
• History — every save is kept as a version, with a diff of what changed and a Restore for earlier versions. The last 20 versions are retained.
• Request promotion — proposes your skill as an enterprise skill. It shows Promotion pending until an administrator reviews it.

Who publishes skills

Administrators publish and maintain enterprise skills from the Customer Portal, including approving promotion requests from members. Anyone can create personal skills for themselves.

If a procedure your team relies on is not there, write it as a personal skill first, use it for a while, then request promotion — an administrator reviewing a working skill is a much easier conversation than one reviewing an idea.