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Assign Skills to Agents
Assign skills to your agents as the expertise of your team evolves.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To assign skills: | Assign Chat Skills to Users OR Customize Application |
Legacy Chat will be retired on February 14, 2026. To avoid service interruptions to your end users, switch to enhanced Chat (formerly Messaging for In-App and Web). Enhanced Chat offers many of the legacy Chat features that you love plus asynchronous conversations that can be picked back up at any time. Learn about migrating in Help and Trailhead.
Before you can assign a user or profile to a skill or remove a user or profile from a skill, chat must be enabled.
- In Setup, enter Skills in the Quick Find box, then select Skills.
- Click the name of the skill you want to assign.
- Click Edit.
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Select either the profiles (recommended) or individual users who have this skill.
Before you can remove an assigned profile from a skill, chat must be enabled.
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Click Save.
Skills are visible to all users, but only your administrator can create skills.
To accept a chat that requires skills, an agent must have all skills assigned to the chat. These skills can be assigned via the routing configuration, skills-based routing rules, or an Omni-Channel flow. Because skills assigned from skills-based routing rules or an Omni-Channel flow aren’t checked until after the chat begins, it’s possible that no agents with the required skills are available to accept the chat. If set up, Omni-Channel begins dropping additional skills to try to find an available agent. If no agent is found, even after dropping the additional skills, the chat request is canceled.
For more information about additional skills, see Enable Skills-Based Routing Rules from the Routing Configuration.
