Skills vs Guidance

Last updated: October 30, 2026

Choose Guidance for instructions that should apply broadly across the Support Agent's conversations. Choose a Skill for a procedure that should load only in a relevant scenario.

Decide where the instruction belongs

Instruction	Where to configure it	Why
Use our approved product terminology	Guidance	Applies across replies.
Use numbered steps for procedures	Guidance	General response format.
Collect missing reproduction details for a bug report	Skill	A specific workflow with ordered checks.
Explain which plan includes a feature	Resources	A product fact that needs maintenance.
Read an account's allowed fields	Custom field access and Tools	Requires real context and permissions.
Hand off a request requiring a teammate	Escalations	Dedicated criteria, routing, and messaging.
Decide which incoming issues reach the agent	Assignment	Trigger-based issue routing.