3Chat AI Skill Function Introduction

General
1

To help the agent better handle complex business scenarios, 3Chat provides the AI Skills feature.
With this feature, you can define multi-step business processes for the agent, such as fault diagnosis, refund processing, customer profile collection, etc., to achieve true business automation.

1. Function Overview

The AI Skills feature allows you to:

  • Use natural language to define Skills trigger conditions

  • Configure Skills execution steps and business logic

  • Call system object properties or external APIs

  • Automate multi-step business processes

Whether it’s order cancellation, refund processes, or customer profile collection and proactive recommendations, the AI Skills feature enables efficient and accurate service support.

2. Quick Operation Guide

2.1 Login and Access the Function Page

  1. Log in to the 3Chat Agent admin backend.
  2. In the left sidebar, click: 3Chat Agent → Training → AI Skills to enter the agent Skills management page.

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2.2 Add a Skill

When you first enter, the Skill list is empty. Click the Add button to enter the Skill configuration page.

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2.3 Edit Skills

Editing the Skill process is the core step. You can define the Skill title, trigger conditions, and execution steps according to your business needs.

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1. Skill Title

  • Double-click the Skill name at the top of the edit page to rename it.
  • Use a short, meaningful natural language description related to the business.
    :white_check_mark: Example: Order Cancellation, Order Refund, Device Not Powering On
    :cross_mark: Avoid: Test001, CODE-N003

2. Skill Trigger

  • Define the Skill trigger conditions to clearly instruct the agent when to execute the task.
  • It is recommended to provide: example trigger scenarios, user input examples, and counterexamples.

Example:

示例：

If the customer requests to cancel the order, execute this Skill. The key function of this Skill is: check if the customer meets the conditions for order cancellation. If the conditions are met, proceed with canceling the order for the customer

Common user requests include:
I want to cancel my order
I placed an order for XXX yesterday, and now I don’t want it anymore
Return and refund
The XX I bought has arrived, can I enjoy a 7-day no-reason return?

3. Skill Execution Steps

  • Each step should be independent and logically complete.
  • Subsequent steps should include key results from the previous step.
  • Supports rich text editing and Markdown formatting.
  • Can call system business object properties.

Example:

  • Read the customer’s email: Get the current customer’s {{var.visitor.email}}

  • Update custom fields:
    When the customer indicates they are an entrepreneur, use {{tool.update.visitor.customize_psNpP_c}} to update the customer’s identity information.

Business Object Path:
Open Platform → 3Chat Domain

4. Save and Publish

  • Click Save: Save the current Skill settings.
  • Click Publish: Put the Skill into use.
  • Click Cancel: Return to the Skill management list.

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3.Special Skill Types

3.1 Profile Collection

In the Skill type dropdown, select Profile Collection.
This type of Skill supports the configuration of Whether to Ask Proactively:

  • Enabled: The agent will proactively ask the customer questions.

  • Disabled: The agent will extract information from the conversation context.

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3.3 Delete Skill

If a Skill is no longer needed, you can click the Delete button on the right side. The Skill will be immediately deleted and the change will take effect.

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4. Frequently Asked Questions (FAQ)

Q1: How to set Skill trigger conditions?
A: You can base it on keywords, user behavior, or specific events. For example:

  • Input “refund” or “return” → Trigger refund Skill

  • Complaints about order issues mentioning “unable to refund” → Trigger human assistance

  • Input order number and ask “refund progress” → Trigger progress query

Q2: What operations do agent Skills support?
A: Agent Skills support operations such as sending messages, calling function APIs, invoking external APIs, updating data status, etc.

5. Conclusion

With the 3Chat.AI agent Skill functionality, you can easily automate the management of complex business processes.
Whether it is pre-sales guidance, customer profile collection, post-sales diagnosis, or refund processing, agent Skills can help you:

  • Reduce labor costs

  • Improve business efficiency

  • Enhance customer experience and repurchase rate

If you encounter any issues or have suggestions during use, feel free to provide feedback and engage with the community!