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
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.
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 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.
After clicking on the “+” button a modal will appear for you to enter the skill name.
- Provide the skill name
- Select "Create" to create the skill set