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Skills are reusable reasoning and action capabilities shared by Twin and domain agents in the Support workbench. They are not single-use scripts. They are operational competencies that apply across tickets, incidents, and escalations.

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Triage Analysis

Reading incoming items, comparing them to historical patterns, and proposing priority, type, and routing decisions automatically. This skill shortens the time from intake to first action.

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Draft Generation

Composing replies and escalation descriptions that reference customer history, knowledge articles, and relevant engineering work. Drafts are proposed in the SwiftSolve panel for review.

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Incident Review

Assembling timelines from multiple tickets, Slack threads, Sentry events, and PagerDuty pages to produce a coherent incident narrative. This supports faster root cause understanding.

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SLA Forecasting

Predicting SLA risk based on open volume, assignee load, and historical resolution curves. This skill helps managers rebalance queues before breaches occur.

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Knowledge Gap Analysis

Identifying recurring issues that lack knowledge articles, then drafting proposed content. This closes gaps between ticket deflection rates and actual coverage.