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.