What is a Skillset?

A Skill Set is a collection of skills that enable your bot to handle queries that need a complex conversational journey. These skills help the user to resolve their queries. A Skill Set aligns with the overall goals of the bot.

Create Skill Set

• To add a new Skill Set to your IVA, click on the downward-facing arrow beside the CSAT Skill set, as shown.
  
•  Provide a name to your skillset, and select Create.
• Once you create a skill set, you will land on the following page, where you can start by adding skills.
  

What is a skill?

A Skill is a predefined conversational flow between a bot and a user. It contains multiple steps and connections between those steps.

The conversational flow is from a user as well as from a bot's perspective. The basic purpose of the skill is to provide a conversational journey for a user to accomplish certain tasks. Skills can vary from business to business. 

For example, an e-commerce business would need a skill, based on order placement, and payments, whereas a hotel business would require a skill, based on hotel room booking, cancellation, and so on. So, you can never have a single skill that would work for all, and it all depends on what your business requirements are. 

Types of Skills

Smart Skills

Smart skills are pre-defined user journeys designed for various use cases.

To know more about Smart skills click here, and if you want to get started with adding a new smart skill, click here.

Custom Skills

If the Smart Skills available on the Conversation Studio are not aligning with your use case, you can create a Custom Skill, i.e. a skill made from scratch.

To know more about custom skills, click here.

Activate/Deactivate a Skill Set

• If your Skill Set is no longer required on your IVA, you can simply Deactivate it, as shown below -
  
• You can Activate a deactivated skillset, in the following way -