Overview
What Skills are in Uniportal and how to configure them.
What a Skill is
A Skill is a packaged set of instructions that tells Uniportal's AI how to handle a specific situation: a ticket type, a recurring request, a procedure that doesn't work the way the model would improvise it on its own.
Where an Agent Tool gives the AI the ability to act (create a ticket, look up an asset, run a script through a connected Integration), a Skill gives it judgment: the procedure, tone, and guardrails to follow while it acts. Memory is a third piece: standing knowledge about your MSP, a customer, a device, or an end-user, rather than a procedure for a type of request. Most real workflows draw on more than one. A Skill decides what should happen. An Agent Tool carries it out. Memory is what the AI already knew going in.
Where Skills show up
Skills apply wherever the AI is working on your behalf: inside AI Chat, and in the background when the AI triages or responds to a ticket through a connected PSA.
The AI selects a Skill automatically, based on the ticket or conversation content. Technicians don't pick one by name, and that's on purpose. If you had to know which of forty Skills applied before the AI could act, the system would just be a menu you have to memorize, not something that actually saves anyone time.
Firm-wide vs. customer-specific
Most Skills apply across your whole book of business: a password reset procedure, an escalation policy, your standard onboarding checklist. Some customers have their own quirks: a non-standard approval chain, a tool you only use for them, a contact who has to be looped in before anything ships. For those, use a customer-specific Skill. It layers on top of your firm-wide Skills and only applies when the AI is working that customer's tickets.
Creating a Skill
Start from a real situation
Pick something the AI is currently handling inconsistently, or a procedure you keep repeating to technicians. That's a Skill candidate. See Creating good Skills for how to scope it.
Write the instructions
Give the Skill a clear name, a description of when it applies, and the step-by-step procedure the AI should follow, including what it should not do without a human.
Test it against a real ticket
Run it against a live or recent ticket before trusting it in production. Adjust the instructions based on what the AI actually does, not what you assumed it would do.
Creating good Skills
How to scope and write a Skill that the AI follows reliably.
Create Skills with Claude
Draft Skills in Claude using a download that already knows your tools.
Skills Library
Import ready-made Skills built for your stack.
Customer-specific Skills
Override or extend firm-wide behavior for one customer.
Skills FAQ
Common questions about how Skills behave.