Using Template Skills: Quack’s Pre-Built Skills Library

Overview

Template skills, also called pre-built skills, make it easy to expand your AI Agent’s abilities with no custom development required. These ready-to-use skills connect Quack to common support actions, knowledge resources, and platform features.

How to Access Template Skills

  1. Go to the Skills section in your Quack dashboard.

  2. Select Create Skill and choose the Template option.

  3. Browse the available skills based on your integrations and Quack’s growing pre-built library.

  4. Select a skill to view its details and add it to your agent.

💡 Pro Tip: Quack’s template skill library is always expanding—check back regularly for new automation options.

What Template Skills Can Do

Template skills help automate and streamline frequent support actions. For example:

  • Knowledge Skill:
    Direct Quack to consult specific articles before answering customer questions.

    • Example: In insurance, Quack can always check the “restricted countries” article before quoting a policy.

    • Guide Quack using article keywords, titles, or URLs for precise retrieval.

  • Ticket Management Skills:

    • Mark Ticket as Spam: Automatically route spam tickets away from your agents.

    • Add Internal Notes: Let Quack document troubleshooting steps and case details directly in your support platform.

  • File Handling Skills:

    • Fetch File from URL: Allow Quack to analyze ticket attachments for advanced troubleshooting.

Adding a Template Skill

  1. In the Skills section, choose the skill you want to add (e.g., “Fetch File from URL,” “Internal Notes,” or “Mark Ticket as Spam”).

  2. Click the skill to review its description and requirements.

  3. Press Create Skill to add it to your agent’s toolkit.

What to Do After Adding a Template Skill

Once you’ve added and enabled a skill for your AI Agent, it’s important to guide Quack on how and when to use it by updating the Agent’s brief (instructions).

How to Update the Brief

  1. Go to your AI Agent’s Configuration and ensure the skill is toggled on.

  2. Open the Brief section.

  3. Add a clear instruction about when and how the new skill should be used.

    • Example: “Before answering any question about restricted content on Airbnb, review the Airbnb restricted content article at [link], and ensure your response aligns with Airbnb policies.”

  4. Press Save and Regenerate your brief.

By doing this, you ensure Quack uses the right skill in the right context, leading to more accurate and policy-aligned responses.

💡 Pro Tip: Be as specific as possible in your brief. Direct Quack to consult articles, apply skills for certain keywords or topics, or take particular actions when certain conditions are met.

Example Use Case

Imagine you’ve enabled the “Knowledge” skill for an agent supporting Airbnb. In your brief, you add:
“Before answering questions about pet policies, always check the ‘restricted content’ article and reference it in your answer.”
Quack will then consult the article each time it handles a related question, ensuring accuracy and compliance.

When to Use Template Skills

Template skills are ideal for automating:

  • Repetitive ticket handling actions

  • Compliance checks (e.g., always referencing a policy article)

  • Knowledge lookups for regulated or sensitive workflows

  • Advanced case troubleshooting with attachments

Summary

Template skills let you scale support and automate best practices, right out of the box.
After enabling a skill, update your Agent’s brief so Quack knows exactly when and how to use it—no complex workflows required.