Reviewing Ada Configuration

When to use this skill

Use this skill when the user wants to:

• Understand their current AI agent setup
• Audit existing configuration
• List playbooks, actions, or coaching rules
• Review custom instructions
• Find specific configuration items
• Prepare for making changes

Configuration components

Ada's AI agent configuration includes:

Review workflow

Full configuration overview

Use get_ada_configuration to retrieve all configuration entities

This returns:

• All playbooks with descriptions and content
• All actions with their capabilities
• All coaching rules
• Custom instructions/guidance
• Company description

Knowledge search

Use search_knowledge with relevant terms to find specific articles

Knowledge is searched separately due to volume.

Coaching search

Use search_coaching with relevant terms to find specific coaching rules

Channel list

Use list_channels to see all configured communication channels

Output formats

Configuration Summary

## Ada Configuration Overview

### Playbooks (12 total)
| Name | Description | Triggers |
|------|-------------|----------|
| subscription_cancellation | Handles cancellation requests | "cancel", "unsubscribe" |
| order_status | Checks order status | "where is my order", "tracking" |
| password_reset | Self-service password reset | "forgot password", "can't login" |
| ... | ... | ... |

### Actions (8 total)
| Name | Capability |
|------|------------|
| check_order_status | Retrieves order info from OMS |
| update_email | Updates customer email address |
| create_ticket | Creates support ticket in Zendesk |
| ... | ... |

### Coaching Rules (15 total)
- Always greet customers warmly
- Mention processing time for refunds (5-7 days)
- Offer callback option for complex issues
- ...

### Custom Instructions
[Summary of global guidance]

### Channels (3 configured)
- Chat (widget on website)
- Email (support@example.com)
- Voice (1-800-EXAMPLE)

Detailed Playbook Review

## Playbook: subscription_cancellation

**Description**: Handles customer requests to cancel subscriptions

**Trigger Phrases**:
- "cancel my subscription"
- "unsubscribe"
- "stop billing"

**Steps**:
1. Express empathy for departure
2. Verify account ownership
3. Check for applicable retention offers
4. Process cancellation if confirmed
5. Confirm cancellation and next steps

**Actions Used**:
- verify_customer
- get_subscription_status
- apply_retention_offer
- cancel_subscription

**Coaching Applied**:
- Mention any cancellation fees upfront
- Offer pause instead of cancel when applicable

Gap Analysis

## Configuration Gap Analysis

### Well-Covered Areas
- ✅ Order management (3 playbooks, 5 actions)
- ✅ Account management (2 playbooks, 3 actions)
- ✅ Returns and refunds (2 playbooks, 2 actions)

### Potential Gaps
- ⚠️ No playbook for billing disputes
- ⚠️ Limited coaching on handling frustrated customers
- ⚠️ Technical support topics lack dedicated actions

### Recommendations
1. Create billing dispute playbook
2. Add coaching for de-escalation techniques
3. Consider API integration for technical diagnostics

Common questions this skill answers

Tips

• Start with full configuration to understand the landscape
• Use search functions for specific topics
• Cross-reference configuration with performance data when optimizing
• Document configuration state before making changes
• Look for overlapping or conflicting rules