Role
A themed collection of skills an agent adopts.
A role is a themed collection of skills an agent adopts. It is the entry point: an agent lists the roles your workspace offers, learns one, and works from its skills.
Without roles, an agent gets everything your workspace can do or nothing at all. A role draws the line. A support agent learns Support Engineer and gets the refund procedure and the ticket tools, and nothing else.
How it relates
A role holds skills. The same skill can sit in several roles, so a procedure is written once and reused.
Every role is filed under one team: an organizational unit that groups related roles, up to ten levels deep. A new workspace ships with a single team named General. Roles are listed on the Roles page, under Capabilities in the sidebar.
What it contains
| Part | What it does |
|---|---|
| Name and Description | What the agent reads when it chooses a role. |
| Instructions | Role-level guidance, given to the agent once it learns the role. |
| Skills | The procedures the role unlocks. |
| Team | The team the role is filed under. |
A role is Draft or Published. Agents work from the published version, so an open draft changes nothing for them until you publish. While the draft is open, only its author sees it from their own agent.
The Roles page opens on an org chart of your teams and their roles. Switch to List view to see every role as a table, with its team and status.
Disabling a role hides it from agents without deleting it. So does emptying it: a role with no skills is not offered.
What it is not
A role is not a workspace permission. What a person may do in Skilder is set in workspace settings. A role describes what an agent can do.
Next
- Create a role, to build one.
- Organize roles in teams, to build the team hierarchy.
- Capabilities, where every skill in the workspace is listed.
- Getting started, to build and publish a role.