- Custom Skills maintained by your organization;
- Runbooks for organization- or account-specific helpdesk procedures;
- System Skills supplied for platform capabilities.
Build a custom skill
1
Define when to use it
Describe the trigger, intended user or agent, and out-of-scope cases.
2
Write the contract
State required inputs, ordered approach, allowed sources, expected output, and failure behavior.
3
Add references and files
Include stable source material that improves execution. Avoid attaching customer-specific data to an organization-wide skill.
4
Create tests
Test a normal case, an edge case, missing information, and a case that should cause a stop or escalation.
5
Review the version
Compare changes and ensure the active version is the one you tested.
6
Activate deliberately
Keep changes in draft until the owner accepts the results.
Skill writing principles
- Prefer observable steps over vague expertise.
- State source precedence when records can conflict.
- Require evidence for material claims.
- Make account and organization scope explicit.
- Include stop conditions, not only the happy path.
- Keep one primary job per skill.