Skills & automations
Skills add abilities and integrations to your support agent. Turn them on in Agent → Skills, or ask Lexey. No code is needed.
Available skills
Collect contact information — Lets your agent ask customers for their details (name, email, phone, company or order number) during a conversation. The details are saved on the conversation. You can add up to 5 custom fields and require contact details before an escalation.
"Enable contact collection for name, email, and phone number"
Send email on escalation — Emails the full transcript to your team when a conversation is escalated. The email includes the reason for escalating, a summary, who the customer is and every message.
"Set up email escalation to support@mycompany.com"
Send webhook on event — Sends a JSON payload to your URL when an event happens (currently escalation). The payload includes the conversation, its messages and the event details. You can add a shared secret, and then verify the X-Lexey-Signature header on your server (see Webhook events).
Escalation emails and webhooks are sent for real customer conversations and for Preview conversations with your live agent. They're never sent for shadow conversations, Preview against a draft or Test Lab runs, which only record what would have been sent. Each account sends at most 100 an hour.
"Send a webhook to https://api.myapp.com/lexey-events when conversations are escalated"
API connector — Connects your agent to your own APIs, so it can look up live data during a conversation, such as an order's status or appointment availability. It only reads data (GET requests to the addresses you allow), and every response is screened before the agent uses it.
Outbound linking policy — Controls links in your agent's replies: allow them, ask the customer to confirm first, or turn them off, and optionally limit them to your own domains.
Interactive response options — Lets your agent show quick-reply buttons under its replies. Customers tap a button instead of typing, or open a link.
Managing skills
In Agent → Skills you can see every skill, turn it on or off and change its settings. You can also ask Lexey to:
- List skills — See every skill with its status and settings.
- Enable a skill — Turn it on with your settings.
- Disable a skill — Turn it off. Its settings are kept, in case you turn it on again.
- Update settings — Change the settings of a skill that's on.
Lexey helps you fill in valid settings and checks with you before saving.