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Setup Steps

Check out this loom video for a complete walkthrough (4 min).

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1. Choose Intercom as the workspace

  1. Go to app.duckie.ai and click “Add Duckie”.
  2. Click “Choose a workspace” and select Intercom
  3. An “Authorize Intercom” modal will appear, click “Continue to Intercom”.
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2. Authorize Intercom

  1. Log in with your Intercom credentials and click “Authorize access”.
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3. Choose Intercom group

  1. Go back to app.duckie.ai and choose the Intercom group you want Duckie to post in. (Not seeing it? Try refreshing the page.)

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3. Configure Duckie’s response behavior

Follow Setup & Configuration instructions to configure Duckie’s response behavior.
  • If you toggle “Auto-respond” on, Duckie will reply to customers automatically.
  • If you toggle “Auto-respond” off, Duckie will come up with responses as internal notes for the support team to review before sending them to customers.

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4. Connect Knowledge Sources and Agent Tools

Follow Connect Knowledge Sources and Connect Agent Tools instructions to connect Duckie to your knowledge sources and agent tools.

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5. Finalize Setup

  1. Click “Create”.
  2. Duckie will start processing the knowledge sources (30 mins - 2 hours).
  3. You’ll receive a notification via email once Duckie is ready to go!

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Escalation

If Duckie cannot resolve a question, it will escalate the issue to the Primary contact via an internal note and provide a summary of the issue.

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FAQ

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Does Duckie respond to both email and chat?

Yes, Duckie responds to both email and chat.

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How do I edit a Duckie agent’s configuration?

You can edit the agent’s configuration in the webapp by clicking on the agent’s card.