Skills are the actions your AI can perform on behalf of your customers. When you enable a skill, you give your AI permission to do something: check an order status, cancel an order, update a shipping address, process a refund, manage a subscription.

Enabling a skill is like giving your AI a capability. For most skills, you'll also need to create a Process (covered in article 2.4) that tells the AI how to use that capability, step by step.

Exception: Get Order Status and Get Subscription Status work immediately after enabling, though we recommend creating processes for them too for better control.

Konvo offers three categories of skills.

These are always active and require no setup:

These skills handle common order-related requests. They require integration with your eCommerce or logistics platform (Shopify, WooCommerce, Amphora Logistics, Minsoft, or SendCloud).

Get Order Status. Provides customers with their latest order status, tracking details, shipping and return policies, and billing information. This is typically the highest-volume customer question, so enabling it creates immediate impact.

Cancel Order. Cancels customer orders after verifying identity with OTP. You can configure optional rules like time windows (only allow cancellations within X hours of placement) or cutoff times (only before a certain time of day).

Edit Order Shipping Address. Updates shipping addresses after OTP verification. Same optional time window and cutoff rules as Cancel Order.

Execute Refund. Processes refunds after OTP verification.

Create New Order. Creates new orders by collecting customer information, shipping address, and items. Requires OTP verification.

These skills handle subscription-related tasks. They require integration with your subscription platform (Absol, Loop, Recharge, or Recurrently).

⚠️ These skills are only relevant if you offer subscription products (recurring deliveries), not email subscriptions.

Get Subscription Status. Provides subscription status, delivery schedule, billing details, and preferences. Works immediately upon activation.

Manage Subscription Deliveries. Allows the AI to pause or resume subscription deliveries after OTP verification.

Edit Subscription Shipping Address. Updates shipping addresses for subscriptions after OTP verification.

Adjust Subscription Quantities. Updates product quantities in subscriptions after OTP verification.

Before enabling Order Management or Subscription Management skills, make sure the relevant platform integration is connected in Settings → Integrations. Without it, your AI won't be able to access the data.

📸 [Image: Screenshot of skill card showing toggle and configuration options]

These two skills support optional rules that limit when actions can be performed.

Time window: Limit how long after order placement the action is allowed. Example: "Allow cancellations only within 2 hours of order placement." This prevents cancellations after your warehouse has started processing.

Cutoff time: Limit actions to before a specific time each day. Example: "Allow cancellations only before 6 PM." This aligns with your warehouse schedule.

You can use both rules together. Changes to rules take effect immediately.

📸 [Image: Screenshot showing rule configuration options]

OTP (One-Time Password) verification secures any action that modifies an order or subscription.

How it works: The customer requests an action. The AI sends a unique code to the customer's email. The customer provides the code. The AI verifies it and performs the action.

Required for: Cancel Order, Edit Order Shipping Address, Execute Refund, Create New Order, and all Subscription Management actions except Get Subscription Status.

Not required for: Get Order Status and Get Subscription Status (the customer already provides identifying information like order number and email).

OTP verification cannot be disabled for security reasons.

When you configure rules in the Skills section (time windows, cutoff times, OTP), those rules are automatically enforced whenever the AI uses that skill, including inside processes. You don't need to repeat these rules in your process instructions.

The skill defines the permission and constraints. The process defines the workflow.

Example: You enable Cancel Order with a 2-hour time window. In the Processes section, you create a process that says: "When a customer asks to cancel, ask for the order number and email, verify ownership, then cancel." The 2-hour rule is enforced automatically without you mentioning it in the process.

Start with Get Order Status (and Get Subscription Status if applicable). These handle the highest volume of repetitive questions and work immediately. This is your quickest win.

Then add action skills based on demand. Look at which actions customers request most frequently and enable those next. For Cancel Order and Edit Shipping Address, configure rules that match your operational constraints (warehouse cutoff times, processing windows).

Always test before going live. After enabling a skill and creating its process, test with a real order or subscription. Verify OTP codes arrive correctly, confirm actions complete, test that rules work as expected, and try edge cases like invalid order numbers or expired codes.

Can't enable a skill → Verify the required integration is connected in Settings → Integrations.

Skill enabled but AI isn't using it → Most skills require a Process. Check whether you've created one in the Processes section.

Customer's action rejected by rules → The AI will explain why (e.g., "Orders can only be canceled within 2 hours of placement"). Review your rules to ensure they align with customer expectations.

OTP codes not arriving → Verify the customer's email address and check spam folders.

→ 2.4 Processes