Chatbot Skills

Skills are reusable text instructions that get injected into your chatbot's AI context. Think of them as teaching your chatbot specific behaviors — like a refund policy, tone of voice guide, or escalation procedure.

Creating a Skill

1. Go to your chatbot's settings
2. Click the Skills tab
3. Click Add skill
4. Fill in:
   • Name — e.g., "Refund Policy"
   • Description — What this skill does (optional)
   • Content — The actual instruction (supports markdown)
   • Trigger — When to activate

Trigger Types

Examples

Always active — "Tone Guide":

Always respond in a friendly, professional tone.
Use the customer's name when available.
Avoid jargon. Keep sentences short.

Keyword: "refund" — "Refund Policy":

When a customer asks about refunds:
1. Check if the purchase was within 30 days
2. Ask for their order number
3. Full refund within 30 days, store credit after that
4. If they insist after 30 days, use the escalateToHuman tool

Keyword: "pricing" — "Pricing Info":

Our plans:
- Starter: $29/mo (1 chatbot, 1,000 messages)
- Pro: $99/mo (5 chatbots, 10,000 messages)
- Enterprise: Custom pricing

Do not offer discounts unless explicitly told to in admin instructions.

How Skills Work

When a user sends a message:

1. RKT fetches all active skills for the chatbot
2. Filters by trigger (always-active skills always load, keyword/topic skills only if matched)
3. Matching skills are injected as [SKILL: Name] sections in the AI's system prompt
4. The AI follows the skill instructions when generating its response

Tips

• Keep skills focused — one skill per topic works better than one giant skill
• Use keyword triggers for specialized knowledge to avoid bloating every response
• Priority controls injection order — higher priority skills are injected first
• Disable skills with the toggle — no need to delete them