Create an Agent
Agent configurations
Workspace
This is where you want Duckie to be deployed.- Slack - a channel
- Discord - a channel
- Teams - a channel
- Zendesk - a group
- Intercom - a workspace
Role
- Agent: external - Duckie will respond to customers.
- Copilot: internal - Duckie will respond to the internal team.
Persona
A description of the persona that Duckie will take on when responding to users. You can tell it to respond more concisely, or more formally, etc.Initial Message
A first message to send to users before Duckie responds. Examples:- Hi there, can you provide your customer ID?
- Hi there, please hang tight while I look into this for you. This may take 30 seconds.
Auto-respond
If this is toggled on, Duckie will respond to all messages automatically. If this is toggled off, Duckie will only respond to messages that are tagged with “@duckie” (Slack) or as internal notes (Zendesk and Intercom).Fast reply
Faster response time, but no escalation, and no gather context from the user step. We recommend only enable this for website widgets.Enable escalation
Allow Duckie to escalate requests to your team. If disabled, Duckie will not respond when it cannot provide a helpful response.Primary contact
The person who will receive escalations.Slack Specific
Intercom Specific
You can choose which person you want Duckie to respond on behalf of by setting Duckie Admin.
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