Always in view, loaded when needed
A skill's short description sits in the agent's prompt on every run. The full procedure is loaded only when the agent decides it applies, so agents stay fast and focused.
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Synapsi / Product / Skills
Synapsi / Product / Skills
How your company does a thing,written once.
A skill is your own procedure for one situation: explaining a bill, taking a meter reading, handling a complaint. Agents pick it up when the situation arises, so every channel answers the way your best person would.
skills / explain-an-energy-bill / SKILL.mddescription only
name: explain-an-energy-bill
description: Explain why a bill is what it is.
1. Confirm who you are speaking to first.
2. Say whether the reading was estimated or real.
3. Use the figures on the invoice exactly as issued.
4. If a re-bill is needed, hand over to the billing desk.
A skill changes how an agent works, never what it may do.
How it works01 02 03
How, never what
A skill changes how an agent works, never what it may do. Permissions live with tools, so a well-written skill can never grant an action you have not approved.
An open format you own
Skills follow the open SKILL.md standard. Write them in the console, start from the catalogue, or import and export them. Switch one off without deleting it.
The catalogue
Twelve energy skills, ready to make yours.
Each one is a starting point written for energy retail. Edit the wording, add your own rules, and it becomes your company's procedure.
Catalogue skillsverify-who-you-are-speaking-to explain-an-energy-bill take-a-meter-reading explain-a-tariff-change quote-a-price move-home-change-of-tenancy handle-a-complaint support-a-customer-in-payment-difficulty retain-a-customer-who-wants-to-switch book-an-engineer-visit report-a-power-cut handle-a-gas-or-electrical-emergency
Check identity before sharing anything about an account.
Explain why a bill is what it is, in plain words.
Take a reading and check it makes sense.
Explain a price or plan change without rewriting a figure.
Quote only prices that are written down.
Handle a customer moving in or out.
Deal with an unhappy customer and what they are owed.
Handle arrears and vulnerability with care.
Respond to someone leaving, without inventing offers.
Arrange a meter or fault visit.
Help a customer who has no electricity.
Put safety first, every time.
A skill at work · the conversation
A customer says their estimated bill is wrong.
I think my estimated bill is wrong.
Let's check. Can you confirm the account holder's name and the last four digits of the meter number?
Marco Bianchi, 4471.
Thank you. The bill was estimated because we have had no reading since March. Could you read me the numbers on your meter now?
It says 18,342.
Got it: 18,342. That is lower than the estimate, so I'm passing this to billing to correct. You will get a confirmation by email.
What you are seeing
Three skills, one conversation.
- Check who is asking. Before anything about the account is shared, the agent follows your identity check, step by step.
- Explain the bill. The agent loads your procedure and explains estimated versus real readings the way your team would, using the figures your system holds.
- Take a reading. It asks for today's reading, checks it is plausible against the last one, and confirms it back to the customer.
- Hand over what needs a person. A re-bill is your team's decision. The agent hands the case over with the reading and the summary attached.
Example run. Skills shape the conversation; any action still follows the tool permissions you set.
Where it sits
Each layer adds to the one beneath.
Layer 02 of 06
Skills adds how your company does it.
Your own procedure for each situation, written once and followed on every channel.
It stands on the 1 layer beneath it.
Clear boundaries
What it does, and what it will not.
It does
- Makes every agent answer in your company's way
- Keeps procedure in one place instead of in a dozen prompts
- Works across chat, email and voice from the same text
It does not
- Grant an agent any permission
- Let an agent quote a price that is not written down
- Keep a version history of edits (workflows are versioned; skills are not yet)
Write it once. Hear it everywhere.
Start from the catalogue and make each skill sound like your company.