What it is #
Skills are toggle-on capabilities that control what the AI agent can do during a call. You decide — per agent — which skills are enabled.
The safety principle #
The AI will never automatically modify your Shopify store. Every "advanced" skill collects information from the customer and sends you a notification email for manual processing. You stay in control.
Core skills (always safe, enable freely) #
| Skill | What it does |
|---|---|
| Order status lookup | Looks up the customer\'s latest order and tells them the status |
| Product browsing | Answers "do you have X?" from your product catalog |
| Policy info | Reads return, shipping, warranty policies from the knowledge base |
Advanced skills (notification-only — safe by design) #
| Skill | On the call | After the call |
|---|---|---|
| Refund request | AI collects reason, order #, desired amount | You get an email; you process in Shopify |
| Exchange request | AI collects original + replacement details | You get an email |
| Shipping address change | AI collects new address | You get an email; you edit in Shopify |
| Order cancellation | AI collects order # + reason | You get an email |
| Place order | AI collects products, contact, address | Voice Nimble creates a draft order in Shopify for your review |
Enabling skills #
-
1
Go to Virtual Agent → pick the agent
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2
Scroll to Skills
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3
Toggle on the skills you want
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4
Save
Tips & best practices #
- Start with core skills only. Add advanced skills once you trust the AI
- Check notification emails daily — advanced skills pile up quickly during a sale
- Turn off "Place order" unless you actively want phone-orders
Troubleshooting #
| Problem | Fix |
|---|---|
| AI refuses to do something | That skill probably isn\'t enabled on this agent |
| No notification email | Check notification settings — is your email verified? |
| AI gave wrong order status | Check that Shopify permissions include read_orders |