Skills — letting Mimir take action
Notes and resources let Mimir know things. Skills let it do things: look up an order, check live stock, cancel an order, change a shipping address, add someone to a newsletter.
A skill is a fixed sequence of steps you build once. Mimir doesn't improvise it — it decides when to run the skill, and the skill itself runs the same way every time.
Skills live under Agent → Skills.
Creating a skill
Click Add. You can start from a template or build from scratch. The templates cover the most common cases:
Create a support ticket
Check the status of an order
Check the stock of a product
Cancel an order
Change the shipping address of an order
Check the status of a return
Add an email to a newsletter
Remove an email from a newsletter
If a template needs an integration you haven't connected yet, a Missing Integrations section appears and you'll need to connect them first. We are also very happy to help you build a new skill for Mimir, so please do not hesitate to reach out to us and ask for support.
How Mimir decides to use a skill
This is the part worth understanding, because it's what makes a skill reliable or unreliable.
Open the skill and look at the Start node. It has a Description field — "When should Mimir use this skill?" — and a list of Inputs.
The description is the only thing Mimir uses to decide whether this skill fits the customer's question. Write it as a plain statement of when to use it.
The inputs are the pieces of information the skill needs. Because they're required, Mimir will ask the customer for anything missing before running the skill. This is what stops it from guessing an order number.
👉 If a skill fires when it shouldn't, or never fires when it should, the description is almost always where to fix it.
Inputs can be text, a number, true/false, an email, an image, a date, a list, or a custom type.
Building the flow
The canvas is a set of nodes joined by connections. Drag nodes in from the sidebar:
Data — read data from a connected service
Action — do something in a connected service
Decision — branch based on conditions
AI Judgment — let Mimir make a judgement call mid-flow
For Each — repeat steps over a list
Filter — narrow a list down
Verify Email — confirm the customer owns the email address with a one-time code (skipped for email conversations, where the address is already proven)
Add Output — hand values back to Mimir so it can use them in its reply
Custom API — call an API of your own
Data and Action nodes come from your connected integrations, grouped by service in the sidebar. Save is top right, and Run Skill lets you test with sample inputs before going live.
Turning a skill on
In the left panel, Activate skill for has two toggles: Chat and Helpdesk. A skill with neither is marked Not active and won't run anywhere.
One restriction to know about: if a skill reads sensitive customer data, the Chat toggle is disabled. Replies based on sensitive data have to be approved by a human first, and that's only supported on the helpdesk side.
You can also limit a skill to specific regions.
Verifying who you're talking to
In chat, anyone can type any email address. When a skill exposes personal data — order history, addresses — put a Verify Email node in front of it. The customer gets a one-time code and has to enter it before the skill continues.
In email conversations this step is skipped automatically, since the message already came from the address in question.