Managing the Skill Library in AI Studio

The Skill Library in AI Studio is a centralized catalog of pre-built and custom skills that you can add to your virtual agents. Skills instruct an agent on a particular task it needs to accomplish, and can reference tools to complete more complex workflows. This article covers how to browse, search, and use skills from the library, as well as how to access the library directly from within an agent.

Requirements for managing the Skill Library in AI Studio

Overview of the Skill Library

Tab	Description
All skills	Displays all available skills both built-in and custom
Built-in	Pre-built skills provided by Zoom (for example, Zoom, Okta, Salesforce)
My skills	Custom skills created by admin for individual accounts

Each skill card shows the skill name, a brief trigger description, and the skill provider (for example, Zoom, Okta, or a CRM integration). Skills that require an external integration to connect display a Connect button. Skills that are ready to use display a Use button.

Built-in skill categories

Built-in skills span multiple use case categories, including:

Appointment and scheduling: Appointment Booking
Business information: Business Hours Lookup
Customer experience: Customer Satisfaction Survey, Save Customer Response
Call and routing management: Escalate to Human Agent, Intelligent Call Routing, Transfer to Department, Transfer Call by Employee Name
Identity and access management: OTP Verification, Send Push Verification, Set New Password, Unlock User Account (via Okta)
CRM: Lead Qualification and Creation, Opportunity Creation and Sales Pipeline, Escalation Ticket Creation, Existing Ticket Status and Resolution, Customer Account Lookup
IT support: Intelligent Incident Management
Communication: Send Email, Send Follow-up SMS
Productivity / Collaboration: Book a Future Meeting, Look Up Record in Google Sheet
Interaction control: End Interaction

How to access the Skill Library

Sign in to the Zoom web portal as an admin.
In the top-right corner, click your profile picture or initials, then click Admin Center.
In the side menu, click Product configuration then AI Studio.
Click Skill Library.
The library opens on the All skills tab by default.

How to browse and search for skills

Sign in to the Zoom web portal as an admin.
In the top-right corner, click your profile picture or initials, then click Admin Center.
In the side menu, click Product configuration then AI Studio.
Click Skill Library.
Click the All skills, Built-in, or My skills tab depending on the type of skill you want to find.
Use the search bar at the top of the skill grid to filter skills by name or keyword.
Scroll through the paginated skill grid. Each page displays up to 12 skills. Use the page navigation at the bottom to move between pages.

Note: Skills that require a third-party integration will show Connect instead of Use. You must complete the integration setup before the skill can be activated on an agent.

How to create a custom skill

Sign in to the Zoom web portal as an admin.
In the top-right corner, click your profile picture or initials, then click Admin Center.
In the side menu, click Product configuration then AI Studio.
Click Skill Library.
At the top right, click + Create a skill.
Configure the following fields:
- Modality: Select General, Voice, or Chat.
- Name: Enter a descriptive name for the skill.
- Trigger description: Describe when the agent should invoke this skill (for example, Use this when a user reports an outage, technical issue, or application failure).
- Instructions: Write step-by-step instructions for the agent, referencing specific tools where needed (for example, Get_records, Create_Incident, Update_Incident).
Click Save.

The skill will appear under the My skills tab and can be added to any agent.

How to add a skill to an agent during agent creation

Create a voice or chat agent.
Complete the Basics, Voice actor, Avatar, and Knowledge steps.
On the Skills (optional) step, review the skills picked for your agent suggestions.
Click Connect on any skill requiring an integration, or Use to add a skill directly.
Click Browse skill library to open the full Skill Library and select additional skills.
Click Create to finish creating the agent with the selected skills.

How to add or manage skills on an existing agent

Sign in to the Zoom web portal.
In the top-right corner, click your profile picture or initials, then click Admin Center.
In the side menu, click Product configuration then AI Studio.
Click Virtual Agents.
Click the name of the agent you want to edit.
Scroll to the Skills section on the agent configuration page.
To add a skill from the library, click Add from library.
A modal will open showing the Skill Library with Use or Connect buttons on each skill card.
To create a new skill directly from the agent, click Create skill.
To enable or disable an existing skill on the agent, use the toggle in the Active column.
To edit a skill's instructions or trigger description, click the skill name to open the Edit skill panel.

Note: Changes to a skill will affect all agents that use that skill. After editing, republish any affected agents.

How to add a skill from within the Edit skill panel

While editing a voice or chat agent, click a skill name in the Skills section to open the Edit skill panel.
Review or update the Modality, Name, Trigger description, and Instructions.
Use the Insert button to reference tools within the instructions.
Click Save to apply changes.

This article applies to Zoom Virtual Agent voice and chat agent. If you are using Zoom Virtual Agent classic chatbot, refer to this documentation for setup and deployment instructions.