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Settings & Billing

Agent Skills

Tag agents with skills so routing rules can match conversations to the right specialist.

Agent Skills

Skills are free-text tags assigned to agents (e.g. "billing", "spanish", "enterprise") that routing rules can match against.

Setting skills

  1. Go to Team in the sidebar.
  2. Click an agent row to open their profile.
  3. In the Skills field, type a skill name and press Enter. Repeat for multiple skills.
  4. Click Save.

Using skills in routing rules

  1. Go to Settings → Routing.
  2. Create or edit a rule.
  3. In the rule's Required skills field, enter one or more skills.
  4. When Winora evaluates the rule, it only considers agents who have all the required skills.

Tips

  • Use consistent lowercase skill names to avoid duplicates ("billing" not "Billing").
  • Skills combine with availability — an agent must be Online and have the required skills to receive auto-assigned conversations.