Skill Library.
Reusable agent behaviors. Some are universal across every Onyx and Pynk deployment; some are industry-specific; some were built for a specific customer and have been generalized back to the catalog.
Customer Objection Handling
universal
An agent recognizes common objections (price, timing, authority, trust) and responds in the business's voice without becoming pushy or losing the relationship.
Escalation to Human
universal
Recognizes the boundary between what an agent should handle and what needs a real person — and hands off cleanly, with full context, to the right person.
Hospitality Guest Recovery
industry
When something goes wrong on a stay — a missed booking, a billing error, a service slip — the agent recognizes it, acknowledges it in the property's voice, and takes the recovery action the property is prepared to authorize.
Meeting Summarization
universal
Turns a call or meeting recording into a structured summary — decisions, action items, open questions, deferred topics — written in the business's voice and addressed to the right people.
Multilingual Outreach
universal
Detects the language a customer prefers and responds in it — natively, not via a visible 'translated by' banner — while keeping the business's voice intact across languages.
Professional Services Intake
industry
Handles new-client intake for a professional services firm — legal, accounting, advisory — gathering matter details, conflicts, scope, and engagement constraints in the firm's voice and writing the result back to the practice management system.
Real Estate Lead Qualification
industry
Qualifies inbound real estate leads against the brokerage's actual criteria (timeline, financing, location, price band) and routes them to the right agent — instead of leaving every lead in a single dump for the team to fight over.
Voice Pattern Mirroring
universal
An agent learns and adapts to a customer's communication style — formality, sentence length, vocabulary — without overdoing it or breaking character.