Overview

The Deflection skill reroutes inquiries to the most suitable channels, boosting workflow efficiency and user experience. For example, customer emails can be redirected to live chat, while social media tech support queries go to a dedicated help desk.

Steps to Add a Deflection Skill

Refer to this article for detailed steps on adding a skill to an AI Agent.

1. On the Skills window, click Add Skill in the top right corner of the window and select the Deflection from the dropdown.

   

2. On the Deflection Skill window, enter the following details:

   1. Name: Assign a name to the Deflection skill that reflects its purpose or function.

   2. Description: Provide a brief description outlining the specific use case and objective of the Deflection skill.

      Guidelines for Skill Names:

      • Be Clear and Direct: Use action-oriented, unambiguous verbs.

      • Keep It Concise: Aim for 2-4 words that clearly describe the function's purpose.

      • Avoid Generic Names: Ensure the name is distinct from other functions.

      • Use a Noun or Output Indicator: Reflect the returned value (such as fetch_exchange_rate, not convert_money).

      Guidelines for Skill Descriptions:

      • Start with a Clear Action Verb: Use verbs like "Retrieves," "Fetches," or "Generates."

      • Clearly State Function Purpose: Describe what the function does without assuming prior knowledge.

      • Mention Key Inputs: Include relevant inputs, but avoid specifying types (handled separately).

      • Specify Expected Output: Clarify what the function returns.

      • Keep it Concise: Aim for a description under 20 words.

   3. Deflect to Channel: Specify the channel to which the deflection should occur.

   4. Account: Specify the corresponding account to which the deflection should occur.

   5. Asset: Select the Digital Asset Management (DAM) asset to be sent along for the deflection.

   6. URL Shortener: Select the desired shortener to shorten URLs included in deflection messages.

      Refer to this section for more details on adding or managing URL shorteners.

      

3. Click Save in the bottom right corner.