# Skills

> Pre-built skills the agent can run during a conversation — human handoff and email escalation.

import Screenshot from "../../../components/docs/Screenshot.astro";

Skills are capabilities the agent can use beyond answering from knowledge. Today Owlish ships two skills, both focused on getting a human involved when the agent shouldn't answer alone. More skills are on the roadmap.

## Available skills

### Human handoff

The agent can hand off to a human operator when:

- The visitor asks for one.
- The agent is uncertain or hits a topic outside its scope.
- An operator pulls the conversation manually from the Helpdesk inbox.

When handoff fires, the session moves to **Helpdesk → Inbox** under **Awaiting handoff**, the agent stops generating, and operators see it in their queue. Configure the trigger style under the agent's **Skills** page.

See [Human handoff](/docs/helpdesk/human-handoff) for the operator side of the flow.

### Email escalation

When the conversation should leave the chat surface entirely, the agent can forward the transcript to a support inbox by email. Useful for issues that need ticket-tracking, billing edge cases, or anything your team handles asynchronously.

Configure the destination email and trigger conditions on the agent's **Skills** page.

<Screenshot src="/screenshots/skills-00-all-skills-cards.webp" alt="Agent skills page with human handoff and email escalation cards." label="Console · Skills" description="Agent Skills page showing handoff and email-escalation toggles with their trigger configuration." />

## Enabling and tuning skills

Open the agent in the console, go to the **Skills** page, and toggle each skill on or off. Each has a small config form for triggers and (where applicable) destinations.

Skills are per-agent — turning on handoff for the support agent doesn't affect the sales agent.

## Coming later

Lead capture, web search, and a custom-actions framework are planned but not shipped yet. When they ship, they'll live on the same Skills page.

## Next steps

- **[Human handoff](/docs/helpdesk/human-handoff)** — the operator-side flow.
- **[Tone and fallbacks](/docs/agents/tone-and-fallbacks)** — pair handoff with a persona that knows when to invoke it.

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Source: https://owlish.bot/docs/skills/overview