Create skills-based routing logic within your Twilio Flex contact center.

Account Owners & System Admins

Platform roles required to create new skill sets and skills.

Navigate to Menu > Settings > Manage Skills

Manage_Skills.png

Create a Skill Set

Skill sets are used to group or categorize a set of skills that will be assigned to agents and teams.  

To create a new skill set, select the “+ Add Skill Set” button located in the upper right-hand corner of the screen.

Add_Skill_Set.png

After clicking on the “+ Add Skill Set” button a modal will appear for you to enter the skill set name.

  • Provide the skill set name 
  • Select "Create" to create the skill set 

Create_Skill_SEt.png

Create a Skill

To create a new skill, select the “+” button located in the upper right-hand corner of the skill set in which the new skill will be created.

Add_Skill_to_Skill_Set.png

After clicking on the “+” button a modal will appear for you to enter the skill name.

Create_a_New_Skill.png

  • Provide the skill name 
  • Select "Create" to create the skill set 
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