Learn how to create, configure, and manage Copilot Skills to help your support team handle recurring tasks more efficiently.

Copilot Skills turn recurring support procedures into reusable actions that operators can run directly from Hugo Copilot. You can create shared Skills for your team, build personal Skills for your own workflow, and customize existing commands to fit your support processes.

If you're new to Hugo Copilot, start with How to use Hugo Copilot as an AI assistant for customer support teams.

In this guide, you will learn how to:

• Understand how Copilot Skills work → discover what Skills are and how they help operators
• Create and configure a Skill → set up a Skill and choose how it runs
• Write effective Skill instructions → follow a simple structure for reliable results
• Manage and customize Copilot Skills → update shared, personal, and built-in Skills

Understand how Copilot Skills work

Copilot Skills are reusable procedures that help operators complete specific tasks during customer conversations.

Each Skill has a name, a description, and a set of instructions that tell Copilot what to do. Operators can trigger Skills using a command, while eligible Skills can also be selected automatically by Copilot.

Copilot Skills can help your team:

• Follow internal procedures → apply consistent steps to recurring support requests
• Investigate customer issues → review context, identify missing information, and suggest next steps
• Prepare structured content → generate technical reports, tickets, or internal documentation
• Apply business guidelines → review requests against your company's available policies
• Build personal workflows → create reusable actions for individual support tasks

Skills can use the current conversation context and available Copilot tools to complete their instructions.

The generated result is presented to the operator, who remains in control of how it is used.

Create and configure a Skill

To create a Skill, open Crisp and go to AI Agent → Guidance → Copilot skills.

You can choose between two types of custom Skills:

• Workspace skills → shared with your support team and managed by workspace owners
• My skills → personal Skills that only you can run from your Copilot

Click New skill in the corresponding section to get started.

Configure your Skill

Each Skill includes the following settings:

• Name → define the command operators will type, such as /investigate or /ticket
• Description → explain what the Skill does and when it should be used
• Instructions → describe the procedure Copilot should follow
• Result → choose how the generated content should be displayed
• Enabled → control whether the Skill is available for use

A clear Description is particularly important for automatic triggering, as Copilot uses it to decide when a Skill matches an operator's request.

Choose the right result type

The Result setting determines how operators can use the generated content.

For example, an investigation Skill might use Plain text, while a Skill that prepares information for an external ticketing system might use Text to copy.

Run your Skill

Once saved and enabled, a Skill can be triggered directly from Hugo Copilot in the Crisp Inbox.

There are two ways to run it:

• Manually → type the Skill's command, such as /ticket, in the Copilot input
• Automatically → describe the task in natural language and let Copilot select a matching Workspace Skill

To enable automatic triggering, activate Let the copilot use it on its own when configuring a Workspace Skill.

For example, asking "Prepare a technical support ticket for this conversation" can trigger a matching Skill without typing its command.

Personal Skills can only be triggered manually.

Write effective Skill instructions

Clear instructions help Copilot follow your procedures and generate consistent results.

For complex tasks, we recommend organizing your instructions into four parts: Task, Process, Output format, and Rules.

For example, here's how you could configure a Skill that prepares technical support tickets:

Task:
Prepare a structured support ticket based on the current customer conversation.

Process:
1. Identify the customer's main issue and summarize it clearly.
2. Collect the customer email, website ID, and relevant technical context.
3. Identify what has already been investigated and any remaining blockers.
4. Retrieve relevant information from available tools when needed.

Output format:
[Customer email] - [Short issue summary]

Issue: [Description in a few sentences]
Already checked: [Actions taken and findings]
Next step: [What the team needs to investigate]

Website ID: [ID]
Debug link: [Link if available]
Invoice details: [Only if relevant and available]

Rules:
- Only include information confirmed by the conversation or available tools.
- Do not invent missing details.
- Mark unavailable information as "Not provided".
- Keep the output concise and ready to share.

This structure gives Copilot a clear objective, a process to follow, an expected output, and boundaries to respect.

Manage and customize Copilot Skills

You can manage your Skills from AI Agent → Guidance → Copilot skills.

You can also access them directly from the Copilot widget by clicking the settings icon and selecting Manage your skills.

Manage existing Skills

From the dashboard, you can:

• Edit → update a Skill's description, instructions, or result type
• Enable or disable → control whether a Skill can be used
• Delete → remove custom Skills that are no longer needed

Workspace owners manage shared Skills, while operators can create and manage their own personal Skills.

Workspace owners can also review and delete personal Skills created by other operators from the Operators' skills section.

Customize built-in Skills

Crisp provides three built-in Copilot Skills:

• /draft → prepare an answer for the customer
• /handover → prepare a handover brief in a private note
• /summary → recap the conversation and identify pending topics

These commands are available by default, but workspace owners can customize their instructions to match the team's internal processes.

To customize a built-in Skill, click its edit icon, update the instructions, and select Save skill.

Modified built-in Skills are identified by the Built-in and Modified labels.

Frequently Asked Questions

Still have questions which were not covered in this article? Here are answers to some common questions about Copilot Skills.

What is the difference between Copilot Skills and Hugo Instructions?

Hugo Instructions define how Copilot should generally behave when assisting operators.

Copilot Skills define specific procedures that can be triggered for individual tasks.

For example, an Instruction might define your team's communication guidelines, while a Skill describes how to investigate a technical issue.

Learn more in How to write Hugo Instructions for AI Agent and Copilot.

Do Copilot Skills send messages automatically?

No. Copilot Skills assist operators by generating content or following procedures within Copilot.

Operators remain responsible for reviewing and sending customer-facing messages.

Do Copilot Skills use AI credits?

Yes. Using Copilot Skills consumes AI credits from your workspace.

Consumption can vary depending on the task, available conversation context, and tools used.

Which AI model do Copilot Skills use?

Copilot uses the same AI model configured for Hugo AI Agent message generation.

This also applies when Copilot runs Skills.

Updated on: 12/10/2026