Add and configure skills

A skill adds a capability to the bot: send a message, check a calendar, query a CRM or trigger an automation.

For a webhook automation, the name, URL, description, usage rule and activation remain directly accessible. Open Technical request settings to change the HTTP method, authentication and payload schema. Closing the panel preserves the settings and does not disable the automation. A missing required schema still needs to be completed before saving.

Choose a skill

In the bot configuration, use Add a skill. The selector shows available capabilities, their descriptions and their current state. Search for a name or need, then select the required skill.

Already selected capabilities remain visible to prevent duplicates.

Least-privilege principle

For each skill:

1. enable only useful actions;
2. limit recipients, models or resources;
3. clearly explain when the bot should use the action;
4. ask the caller for confirmation when an action has an important effect;
5. test one success and one failure.

Common skills

Configure a call transfer

Open the Transfers skill, add a Destination, and describe when the bot should use it. A classic SIP connection accepts an internal extension such as 611 or an external fixed/mobile number in explicit international format, for example +32475123456. For BeAI managed SIP, use a reachable international fixed/mobile number: the telephone leg requires a configured tariff and sufficient credit. The bot announces the transfer before executing it and only uses saved destinations.

Number format guidance appears once below the destination list. Each row contains the destination and its description.

Internal extensions contain 2 to 6 digits without a leading zero. Emergency codes 112, 911, 999 and directory-enquiry codes 118… are rejected. An extension means a local extension on your PBX: your telephone administrator must reserve that range for internal stations and prevent it from resolving to public numbers, outbound prefixes or paid services. The software cannot inspect your carrier's dial plan. Never enter a public short number as an internal extension.

External numbers must start with + and contain no spaces, separators, suffixes or SIP URIs. National formats and 00 prefixes are rejected. Only valid numbers classified as fixed, mobile or fixed/mobile are accepted. Special, premium, toll-free, shared-cost, personal, VoIP, non-geographic and unknown types are excluded. Belgian 070 and 090… services are premium services described by the BIPT. The Dutch +3197… range is also excluded because its mobile classification may cover M2M services.

Validation uses libphonenumber metadata. It does not prove that a number is assigned, reachable or charged at an ordinary rate; see the libphonenumber FAQ for classification limits. Your carrier or PBX charges and restrictions still apply. A missing tariff, insufficient credit or carrier refusal may prevent a transfer.

Enreach Picapp accepts a mixed list: select an extension from the company directory or add an international external number validated by the same positive policy. Enreach still owns internal names, types and presence rules. No contact or known presence is created for an external number; transfer permissions, operator refusals and charges still apply. See the Picapp workflow.

The console and PATCH /api/v1/bots/{id}/skills/transfers enforce the same bot editing permissions and destination validation. Example for classic or managed SIP:

{"enabled":true,"destinations":[{"extension":"+32475123456","description":"Contact sales when the caller asks."}]}

The historical API field extension also contains the external number. No arbitrary URI field is accepted. Invalid destinations are refused when saving (API: HTTP 422), and the current configuration is checked again before transfer: old invalid data and removed destinations cannot bypass the restrictions. Antispam redirects follow the same number restrictions; a URI toward the bot's own SIP domain remains usable only with a safe destination. An old invalid redirect results in rejection or hangup after a message, depending on the configured action. If external number validation fails to load in the browser, reload the page; server validation remains active without JavaScript.

Understand errors

An external action can be refused even while the bot itself works correctly. The tool result appears in the conversation. Check the connection, external account permissions and allowed settings before changing the prompt.

Create your first bot shows a minimal configuration with email, calendar and call transfer.

During a lookup

The bot uses the necessary tools without repeating waiting messages at every step. When it announces a lookup, one announcement is enough for the request. A quiet waiting sound continues between tool results and the actual resumption of spoken audio. The bot then gives a verified answer, reports a failure or asks for essential clarification or consent. A new request can start a new sequence. Required consent before a write still applies.

A lookup can also continue in the background while the bot keeps speaking, listens to you or answers another independent question. This mode does not require systematic waiting announcements. Results are presented at a natural pause; an action is never described as successful before the relevant service confirms it. Steps that depend on a result wait for that result.

Silent system tools, such as get_time (date and time) or phone-number pronunciation formatting, do not count as an announcement and do not reset an already announced sequence. For example: silently resolve “tomorrow” → calendar lookup → complementary reads → verified answer, with a short announcement when useful. With technical tools only, the bot answers directly without a lookup announcement.

This behavior is shared by bots configured through the console and API. Avoid instructions requiring an announcement before every tool or retry.

Messenger

The Messenger skill replies to text messages on your Facebook Page, independently of WhatsApp. Save a new bot first, then use Connect Messenger and choose a Page in the Messenger flow. Connection is active only after server confirmation.