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Skills

Learn how to use skills to route chats to the correct department or team. This guide covers how to create a new skill, transfer a chat to a skill, and why you must attach a schedule for it to work correctly.

What are skills in the Ebbot App?

Skills in the Ebbot App enable admins to assign specific work tasks to agents based on their department. This helps route chats to the right team, ensuring a seamless experience for your customers.

How do I add a new skill?
  1. Go to Administration > Skills.
  2. To add a new skill, click "+" in the top-right corner.

How do skills appear during live chats?

Once set up, skills will be displayed like this during the live chat:

Why is attaching a schedule important for skills to work properly?

For a skill to function as intended, it must have a schedule attached to it. Without a schedule, the skill will send the chat to all agents on the bot, not the intended skill.

How do I do a skill handover to another agent?

To transfer a skill, be in an active chat. In the top-left corner, click the three dots symbol, then select Transfer.

A menu will appear showing online agents and available skills. Choose the relevant skill and click Transfer to complete the handover.