​

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.

​

Update/Edit

​

Duplicate

You can duplicate an agent to create a new agent with the same settings, and add the agent to a different channel/group/workspace.

​

Delete

A Duckie agent will stop responding to messages if deleted.