How to create, edit, and delete skills that power conversation routing.
Skills let Dial AI route conversations to the right human agent. Typical examples include Billing, Spanish, or Fraud Assistance.
Who can access? Only users with the DialAiAdmin role.
Practice | Reason |
---|---|
Use short, descriptive names (≤25 characters). | Fits nicely in the multi‑select UI. |
Avoid overlapping meanings (e.g., “Customer Support” and “Customer Assistance”). | Keeps routing logic unambiguous. |
Review the skills list quarterly. | Retire skills that are no longer needed to keep the UI tidy. |
How to create, edit, and delete skills that power conversation routing.
Skills let Dial AI route conversations to the right human agent. Typical examples include Billing, Spanish, or Fraud Assistance.
Who can access? Only users with the DialAiAdmin role.
Practice | Reason |
---|---|
Use short, descriptive names (≤25 characters). | Fits nicely in the multi‑select UI. |
Avoid overlapping meanings (e.g., “Customer Support” and “Customer Assistance”). | Keeps routing logic unambiguous. |
Review the skills list quarterly. | Retire skills that are no longer needed to keep the UI tidy. |