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Capabilities are what your genie can do mid-call — not just what it already knows, but what it can go check or act on while a customer is on the line. Think “what’s the status of my order,” or “do you have this in a size 10,” answered with the real, current answer instead of a guess.

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How a capability works

Each capability is built around one of your connections — a capability to check order status might use your order management system; a capability to look up account details might use your CRM. You describe what the capability should do, and your genie learns to reach for it exactly when a caller’s question calls for it.
Capabilities editor showing a capability's configuration form

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Building one

  1. Choose the connection the capability should use.
  2. Describe what it does in plain language — this is what helps your genie recognize when to use it.
  3. Test it before turning it on, so you can see exactly what your genie will receive back.
  4. Assign it to one or more genies.

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Speed matters

Capabilities run live, while someone is on the phone, so they’re built to respond quickly. If a capability is consistently slow, you’ll see that reflected in its activity — worth checking the system it depends on.

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Turning capabilities on and off

Every genie’s During tab lists its assigned capabilities with a simple on/off switch — no need to rebuild anything to temporarily disable one.