Create a new skill for AI AgentUpdated 8 hours ago

Creating a skill gives AI Agent a dedicated set of instructions for one type of conversation (like returns, order status, or product questions), so it handles that type of inquiry the same way every time. For what a skill is and how it fits with the rest of AI Agent's setup, see skills explained.

This article walks you through creating a skill from a template or from scratch, configuring it, testing it, and enabling it.

In this article:

• Before you start
• Create a new skill — from a template, from scratch, or from existing guidance
• Write your instructions — what AI Agent should do
• Add intents — the trigger
• Configure knowledge and actions — what AI Agent draws on and what it can do in your tools
• Test and enable your skill
• Manage your skill

Before you start

Make sure:

• AI Agent is set up and connected to your Shopify store. See set up and go live with AI Agent.
• You have a sense of the intents AI Agent currently detects. Go to  AI Agent > Skills, then select View intents to review.

It also helps to see what skills already exist. Someone on your team may have already created a skill for an intent you want AI Agent to cover. Go to  AI Agent > Skills to see the full list.

Create a new skill

You can create a new skill from a template or from scratch. Templates are pre-built skills for the most common conversation types. They come with default intents, instructions, and placeholder text where you should insert an action, ready for you to review and customize.

1. Click the dropdown menu in the top-left corner, then select  AI Agent.
2. In the menu, select Skills.
3. Click Create skill.
4. Select either From template to pick a pre-built skill, or From scratch to start with a blank editor.

The skill editor opens for you to configure the skill.

Write your instructions

Instructions tell AI Agent what to do when the skill is triggered. Write them in plain language, like you would when training a new team member.

In the Instructions field of the skill editor, write your steps (up to a 30,000-character limit).

We recommend structuring your instructions using a WHEN, IF, THEN model — a branching, logic-based recipe AI Agent follows when the skill is triggered.

• WHEN — Select an intent to indicate when AI Agent should apply this skill (you'll do this in the next section). It's also helpful to title your skill so it's clear what it does, like WHEN: a shopper asks to exchange an item.
• IF — Conditions that change AI Agent's behavior. For example, "If the order is older than 30 days," or "if the shopper is shipping internationally."
• THEN — The steps AI Agent should take, in order, from gathering information to delivering the outcome, including any actions AI Agent should take in your connected tools. Reference your actual business policies, timelines, and processes rather than generic ones.

If you started from a template, the instructions are already pre-written. Review them and personalize them with your own business details before enabling.

Add variables

Variables let AI Agent insert dynamic data into your skill's instructions, like the shopper's order number, first name, or shipping address. In the Instructions editor, click {+} Variables to insert a variable.

Add actions

Actions are tasks AI Agent can perform in your connected tools, like creating a return in Loop Returns, canceling an order in Shopify, or updating a shipping address in your warehouse system. Reference an action within your instructions so AI Agent takes that action at the right step in the conversation.

In the Instructions editor, click Actions to insert an action. For example, a Returns and exchanges skill might insert a Send return portal link action from Loop Returns after confirming the return is eligible.

For more on creating actions, see [create an action to connect AI Agent to other apps].

Add intents

Intents are how Gorgias classifies a conversation (for example, Return / Request or Order / Cancel). Intents are defined by Gorgias and detected automatically, so you don't need to create or maintain them. Link the ones your skill should cover. When AI Agent detects a linked intent in a conversation, it follows your skill's instructions.

To add intents to your skill:

1. In the skill editor, click Link intents.
2. Select one or more intents to link to your skill.
3. Click Link to finish.

A few things to know:

• A skill can have multiple intents, but an intent can only be linked to one skill. If you select an intent that's already linked to another skill, it's removed from that skill when you enable yours. If there are no other intents on that skill, it's automatically turned off.
• Templates come with intents pre-linked. Review them to confirm they match the instructions you've written, and adjust if needed.

For example, Return / Request and Exchange / Request are often linked to the same skill, since a return and an exchange typically follow the same steps.

Configure knowledge and actions

Knowledge

Each skill has a knowledge toggle that determines whether AI Agent can draw on your broader knowledge to fill in details that the instructions don't cover. For example, AI Agent can draw on guidance about your store locations and hours, or a returns policy published on your store's website.

• On (default): AI Agent uses the skill's instructions as the primary source, but may also draw on your knowledge (help center articles, website content, documents, and guidance) to fill in supporting details.
• Off: AI Agent works only from the skill's instructions. Anything not covered in the instructions won't appear in the response.

We recommend keeping the toggle on. Most skills work better when AI Agent can draw on supporting knowledge.

Actions

If you want AI Agent to take an action when handling a matching conversation — like canceling an order or sending a return portal link — add it to the skill's instructions. See Add actions for how.

If you don't have an action set up yet, create one first. See [create an action to connect AI Agent to other apps].

Test and enable your skill

Before enabling, test your skill to make sure AI Agent responds the way you intend.

To test your skill:

1. In the skill editor, click Test.
2. In the test panel, enter a subject and message that should trigger your skill — for example, "I want to return an order."
3. Click Send.
4. Review AI Agent's response. Check that it follows your instructions, uses the right knowledge, and sounds on-brand.
5. Use Show reasoning to see why AI Agent responded the way it did.

If the response isn't right, return to the skill editor, adjust your instructions or knowledge toggle, and test again.

For more on testing, see preview AI Agent responses with test conversations.

Enable your skill

When you're ready to make your skill live, click Enable in the skill editor. Going forward, AI Agent will then use the skill in conversations with matching intents.

If you're not ready to enable, your changes are saved as a draft. The skill won't be used by AI Agent until you enable it.

Manage your skill

Once you create a skill, you can find and manage it from the Skills page.

To find your skill, go to  AI Agent > Skills. You'll see all your skills with their status, ticket volume, handover rate, and average CSAT. Click any skill to edit its instructions, intents, or how it uses knowledge.

If a live skill isn't performing as expected, you can:

• Edit and publish a new version
• Restore a previous version from your skill's version history
• Turn the skill off (without deleting it) to fall back to your knowledge for conversations the skill is currently covering

For a full guide to editing, versioning, and monitoring performance, see manage your skills.

Next steps

• Manage your skills — turn on or off, edit, version history, and performance
• How AI Agent improves over time — the cycle of training, testing, deploying, and analyzing
• Skills explained — what a skill is and how it fits with AI Agent