# Capabilities overview

> The seven things your agent can do mid-conversation, and how it decides when to do them.

Source: https://www.hey.support/docs/capabilities/overview

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Capabilities are the things the agent can surface to a visitor mid-chat: a form, a scheduler, a handoff to a person, a button, a product, a voice call. Open **Capabilities** from the top navigation. Each row has an on/off switch you can flip without opening anything; clicking the row opens that capability's own page, with its switch at the top, its settings below, and a live preview of what the visitor will see.

## The seven capabilities

<Cards>
  <Card title="Sales lead capture" href="/docs/capabilities/lead-capture" description="Collect a visitor's details so you can follow up. On by default." />

  <Card title="Book a meeting" href="/docs/capabilities/booking" description="Let a visitor schedule without leaving the chat." />

  <Card title="Human handoff" href="/docs/capabilities/human-handoff" description="Hand the conversation to a person, live or by email." />

  <Card title="Custom buttons" href="/docs/capabilities/custom-buttons" description="Up to three buttons the agent offers when they fit." />

  <Card title="Voice" href="/docs/capabilities/voice" description="Let visitors talk to the agent out loud." />

  <Card title="Ecommerce" href="/docs/capabilities/ecommerce" description="Answer from your live catalog and hand off a cart." />

  <Card title="Resolution feedback" href="/docs/capabilities/resolution-feedback" description="Ask whether the conversation actually helped." />
</Cards>

<Screenshot src="/docs-media/capabilities/overview.jpg" alt="The Capabilities page. Seven tool rows — Sales lead capture, Book a meeting, Human handoff, Custom buttons, Voice, Ecommerce and Resolution feedback — each with an on/off switch and a status chip, beside a live widget preview showing a real conversation." label="The Capabilities page — seven tool rows, each with a switch and a status chip" caption="A row shows what it is doing, not just whether it is on: “Collects Name, Email”, or a warning that a booking URL is still missing." />

## Placement is automatic

There is nothing to schedule and no "show after N messages" setting. Those controls existed once and were removed, because they made the agent interrupt at fixed intervals regardless of what the visitor was doing.

Instead the agent makes one decision per reply. It looks at what the visitor just asked, which capabilities are on and configured, and what has already happened in the conversation. A visitor whose details you already captured is never asked again. A card never lands on top of the one before it.

Two consequences worth knowing:

* **The reply and the card always agree.** The agent is told which card is appearing before it writes, so it never says "fill in the form below" when there is no form. If a card cannot render — because your plan does not include it, or it is not configured — the agent is not told about it and does not mention it.
* **When several fit, it asks.** If a visitor says something that could mean "leave my details", "book a meeting" or "talk to a human", and all three are available, the agent offers the choice rather than guessing.

## Capabilities and AI Actions are different things

Capabilities are what the agent **offers to the visitor**. [AI Actions](/docs/capabilities/ai-actions) are what the agent **does on its own** — looking up an order, checking a CRM, calling your API. Actions run in the background and report back; capabilities put something on screen.