Who can use this: Team members with the required permission
Available on: Gong Foundation
Required permissions: Manage company agents, skills and automations
If you want several agents to follow the same guidance, create a skill and publish it to make it available to add to agents. For an existing skill, edit it, change it to a draft, duplicate it to start a new one, or delete it. Learn more about how skills work.
Create a skill
A skill needs a name, a description, and instructions. Save it as a draft to keep working on it, or publish it to make it available to agents.
To create a skill:
From the left sidebar, click Assets, and select Skills.
Click New skill.
Enter the skill's details in the Name, Description, and Instructions fields.
Save the skill:
Save as draft: Saves the skill without making it available to agents.
Publish: Saves the skill and makes it available to add to agents.
The following table describes each field.
Field | What to enter |
|---|---|
Name | A unique name of up to 64 characters, using letters, numbers, and spaces only. |
Description | What the skill does and when an agent should apply it, up to 1,024 characters. |
Instructions | The guidance an agent follows when it uses the skill, up to 100,000 characters. |
Tip:
You can also create a skill while you add skills to an agent. Learn more about adding skills to agents.
Edit a skill
Changes to a published skill take effect in every agent that uses it as soon as you publish them. Check the Used by column to see how many agents use a skill before you edit it, and click the count to see which ones.
To edit a skill:
From the left sidebar, click Assets, and select Skills.
Click the skill's row, or click the Row actions icon in the row, and select Edit.
Change the fields you want to update.
Save your changes:
Draft skill: Click Save changes to keep the skill a draft, or click Publish to make it available to agents.
Published skill: Click Publish changes. If agents use the skill, review them in the Publish changes to skill? dialog, and click Publish changes again.
Note:
You can't save edits to a published skill without publishing them.
Change a skill to a draft
A draft skill no longer appears when you add skills to an agent.
To change a published skill to a draft:
From the left sidebar, click Assets, and select Skills.
Click the published skill's row. The skill definition opens in a side panel.
Click the More options icon in the header, and select Change to draft.
Note:
If agents use the skill, Change to draft is unavailable. Hover over it to see how many agents use the skill, and click View agents to see which ones. Remove the skill from those agents, and then try again. Learn more about adding skills to agents.
Duplicate or delete a skill
Duplicate a skill to start a new one from an existing one. Delete a skill you no longer need. Deleting is permanent. You can’t delete a skill that is added to an agent.
To duplicate or delete a skill:
From the left sidebar, click Assets, and select Skills.
Click the Row actions icon in the skill's row, and select an option:
Duplicate: Opens a form with the name Copy of [skill name]. Change the fields you want, and then click Save as draft or Publish.
Delete: Click Delete in the Delete skill? dialog to confirm.