A skill is something you teach Seth to handle on a call. It can be as simple as what to say when a certain question comes up, or it can have Seth do real work for you: look something up in another system, transfer the call, or text the caller. You decide when the skill kicks in, and Seth uses it the moment a call matches, then carries on with the conversation as normal.
Skills are the right tool when you can say "when a caller asks about X, Seth should do Y." Use one whenever there's a specific request you want handled a specific way.
Where to find skills
Open your Seth dashboard and go to the Train tab. Find the Custom skills section and click New custom skill. The builder opens right on the page.
Build the skill
Skill name
A short label so you recognize it later, like "check delivery dates." Up to 40 characters. This is just for you.
When to trigger this skill
Tell Seth, in plain language, when to use the skill: for example, "when the caller asks about stock availability." Up to 200 characters. This decides the moment Seth reaches for this skill instead of continuing normally, so keep it clear and specific. If two skills have overlapping triggers, Seth can pick the wrong one.
Instructions for Seth
Describe what you want Seth to do, the way you'd brief a new teammate. Up to 2,500 characters. Be plain and specific.
For example: "Ask which product they want and their delivery postcode. Check the earliest delivery date, confirm it with the caller, then take their email to send confirmation."
Shorter, clearer instructions work better than long ones.
Actions
Add an action only if Seth needs to do more than talk. A skill can have several actions, up to 10, and you can mix types. There are three: call an API, transfer the call, and request info via text.
Each action has its own "when should Seth use this" field. But it works best if you also mention the action inside your skill instructions, as part of the steps. For example, in the instructions write "...then send them a text to get their email." Naming the action in both places, its own description and the skill's instructions, makes it much clearer to Seth when to use it. If your skill is a procedure with several steps, spell out where each action fits.
Call an API
This connects Seth to your own system or a third-party service so he can look something up or send information mid-call, like checking a delivery date or creating an order. This is the technical action, so it's usually set up by a developer.
Here's how it runs: when the moment matches the action's name and description, Seth gathers the input values from the conversation, sends the request, waits for the response, and carries on with the call.
The fields:
Name | Internal name for the request, like get_delivery_dates. Give each API action a distinct, clear name. |
What it does and when Seth should use it | A description of the endpoint's job. Seth uses the name and this description to decide when to call it, so write it the way you'd tell someone when to use it. |
Method and URL | The HTTP method (GET, POST, PUT, PATCH, DELETE, default POST) and the full endpoint URL. |
HTTP headers (optional) | Key and value rows, for example Authorization / Bearer your_token_here. Add auth and content headers here. |
Query parameters (optional) | Key and value rows appended to the URL. |
Request body (optional) | The data Seth sends. See below. |
Request body
Add one row per field you want to send. For each field you set:
Field name
Type: text, number, true/false, object, list of text, list of numbers, list of true/false, or list of objects
Description: what the value is, so Seth knows what to fill in, like "the caller's delivery postcode"
Required: check this if Seth must have it
Seth fills each field in from the conversation, and the body is sent to your endpoint as JSON.
Worked example: check delivery dates
Name: get_delivery_dates
What it does and when Seth should use it: "Look up the earliest delivery date for a product to a postcode. Use it when the caller asks when an item will arrive."
Method and URL: POST https://api.yourstore.com/delivery-dates
Headers: Authorization / Bearer your_token_here
Request body: product_id (text, "the product the caller is asking about," required); postcode (text, "the caller's delivery postcode," required)
In your instructions: "...ask for the product and postcode, check the delivery date, then confirm it with the caller."
With this in place, when a caller asks about delivery, Seth asks for the product and postcode, calls your endpoint, and continues the call with the answer.
Transfer the call
Hand the call to a person.
Transfer to. Choose a specific phone number, or let Seth pick the number from your instructions when the right person depends on what the caller needs.
When should Seth transfer the call. Describe when to use this transfer, for example "when the caller asks about wholesale or bulk orders." If you set up more than one transfer, this is how Seth knows which to use.
How to transfer. Choose cold transfer or warm transfer.
Cold transfer passes the caller straight through.
What Seth says while transferring (optional).
Under Advanced: how long to ring before giving up. Default 30 seconds, adjustable between 5 and 90.
Warm transfer keeps Seth on the line to introduce the caller first.
What Seth tells your teammate before connecting.
The caller can hear this introduction (checkbox).
What Seth says while transferring (optional).
Under Advanced: how long to ring before giving up. Default 30 seconds, adjustable between 5 and 90.
Request info via text
Seth sends the caller a short, pre-approved text asking them to reply. Use it when you need the caller to send something back that's easier typed than spoken, like an email address.
When should Seth send the text. Describe when to use it, for example "when you need the caller's email or details in writing."
The wording is fixed for now (Seth can't send custom texts yet):
Your call agent has requested information. Please reply to this message.
The text comes from a Ringly number.
Save, test, and refine
Click Save skill. Your skill goes live right away.
The best way to get it right is to try it. Use the try Seth panel to test the skill, watch how Seth handles it, then adjust the trigger, instructions, or an action and save again. Repeat until it feels right.
Turning skills on and off
Every skill has a toggle. Turn it off to stop Seth using it without deleting it, and back on whenever you want.
Plans and limits
The Grow plan includes 1 skill per Seth.
The Pro plan includes up to 10 skills per Seth.
Each skill can have up to 10 actions.
Tips
Keep triggers distinct. If two skills could fire on the same kind of call, Seth may pick the wrong one. Make each trigger clearly about one thing.
Name your actions in the instructions too. Mention each action where it belongs in your step-by-step instructions, not just in the action's own description.
Keep instructions short and clear. Seth follows tight instructions better than long ones.
Teach a few, teach them well. Skills work best in small numbers. Seth gets less accurate with too many to choose from.