Skill Templates is a prebuilt library of conversational skills you can add to any AI setter in one click, instead of writing instructions from scratch.

You find it under Knowledge → Skills → Templates (top-right button, also surfaced from the empty state when a setter has no skills yet).

The library opens as a browsable dialog with:

- Templates grouped into categories (each with its own icon)

- A search box that matches name, description, category and tags

- A preview of every template before you add it (name, description, instructions, example conversation)

- A Global skill toggle you set at the moment you add it

Logic behind it

Skills are not appended to every message. They are matched per message and only then injected.

1. Identification. For the incoming message we take all enabled skills for that setter, plus the account's global skills.

2. Match with an LLM. A dedicated matcher call (a structured extractor on a small, deterministic model) receives each skill's ID, name and description and returns only the skills clearly relevant to the current message, each with a reason. If nothing matches, nothing is injected — this keeps the prompt small and avoids skills firing at the wrong moment.

3. Classify each match. Every match is tagged is_concern:

   - Concern skill — the lead raised something that must be resolved before moving on (price, ROI, "how does it work", an objection). Charlie pauses the current step objective and handles the concern first.

   - Behavioural skill — style/tone adjustments ("be concise", "be empathetic"). Applied inline without breaking the step loop.

4. Inject into the response polisher. Matched skills are rendered into the polisher prompt in a dedicated Conversational Skills section, next to the objective, persona, business information and retrieved knowledge. The polisher then rewrites the drafted reply so it follows the skill.

5. Description quality drives matching. Because matching is done on the description, "when should this fire" wording matters more than the instructions. This is exactly what the templates get right out of the box.

Where the business facts come from: a template never contains your pricing, program details or proof. It tells Charlie how to handle a moment; the actual facts are pulled from the account's Knowledge Base and business information at response time. That is why the same template works across accounts.