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This guide walks you through creating a deployment to connect your agent to a customer channel.

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Before You Start

Before creating a deployment:

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Creating a Deployment

1

Navigate to Deploy

Go to Deploy in your dashboard.
2

Click Create Deployment

Click Create Deployment to open the configuration.
3

Select Agent

Choose which agent will handle conversations.
4

Choose Trigger

Select the channel and events.Channel or trigger type: Zendesk, Slack, Intercom, Custom Webhook, Scheduler, etc. Events or schedule: New ticket, message received, recurring schedule, etc.
5

Configure Filters (Optional)

Narrow when the agent responds:
  • Channels/Groups: Specific Slack channels or Zendesk groups
  • Tags: Only tickets with certain tags
  • @mention only: Only when the bot is mentioned
6

Select Mode

Choose how the agent responds:
  • Live: Responds directly to customers
  • Testing: Runs with testing options before live traffic
7

Save and Activate

Click Create to save. Set status to Active to start.

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Configuration Details

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Agent Selection

Choose the agent that will handle incoming messages:
  • Agent’s start mode and instructions define behavior
  • Agent’s knowledge determines what it can answer
  • Agent’s guardrails define safety constraints
You can change the agent later without recreating the deployment.

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Trigger Configuration

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Channel

Select the connected integration:
  • Only integrations you’ve connected appear
  • Must have agent channel capability (not just knowledge)

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Events

Select which events trigger the agent:
ChannelCommon Events
ZendeskTicket created, Comment added, Internal note
SlackChannel message, Direct message, App mention
IntercomConversation created, Customer replied
Custom WebhookJSON event payloads from your own system
SchedulerRecurring schedule

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Filters

Narrow the scope of the deployment:

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Channel Filters

Respond only in specific channels: 
Slack: #support, #customer-questions
Zendesk: Support group, VIP group

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Tag Filters (Zendesk)

Respond only to tickets with specific tags: 
Tags: duckie-enabled, ai-support

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@Mention Only

Only respond when explicitly mentioned:
  • Useful for shared channels
  • Prevents unwanted responses
  • Customer must @mention the bot

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Mode Selection

We strongly recommend starting new deployments in Testing mode.
ModeUse Case
TestingNew deployments, debugging, and building confidence
LiveValidated, ready for customers

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After Creating

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Activate the Deployment

Deployments are created in “Paused” status. To activate:
  1. Click on the deployment
  2. Toggle status to Active
  3. Agent begins processing messages

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Monitor Performance

After activation:
  1. Go to Analyze → Runs to see activity
  2. Check response quality
  3. Review any escalations
  4. Watch key metrics

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Iterate

Based on results:
  • Adjust agent configuration
  • Refine filters
  • Update guardrails
  • Graduate from testing to live

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Common Configurations

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Zendesk Support

Agent: Support Agent
Channel: Zendesk
Events: Ticket created, Comment added (public)
Filters: Support group only
Mode: Testing → Live

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Slack Customer Channel

Agent: Support Agent
Channel: Slack
Events: App mention
Filters: #customer-support channel
Mode: Live (after testing)

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Intercom Chat

Agent: Support Agent
Channel: Intercom
Events: Conversation created, Customer replied
Filters: None (all conversations)
Mode: Testing → Live

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Scheduled Summary

Agent: Support Agent
Trigger: Scheduler
Schedule: Weekdays at 9 AM
Mode: Testing → Live

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Next Steps

Deployment Modes

Understand live vs testing

Custom Webhooks

Trigger agents from custom JSON events

Scheduled Deployments

Run an agent on a recurring schedule

Monitor Performance

Track your deployment