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Triggers define when your agent is activated — which events from which channels cause the agent to run.

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What is a Trigger?

A trigger combines:
  • Integration — The source platform (Zendesk, Slack, etc.)
  • Event — The action that occurred (new ticket, message, etc.)
  • Filters — Conditions that must be met

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Available Events by Integration

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Zendesk

EventDescriptionCommon Use
Ticket createdNew ticket submittedRespond to new requests
Comment addedPublic comment on ticketContinue conversations
Internal notePrivate note addedReact to agent notes

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Slack

EventDescriptionCommon Use
Channel messageMessage in a channelMonitor support channels
Direct messageDM to the botPrivate support
App mentionBot is @mentionedExplicit requests
Thread replyReply in a threadContinue conversations

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Intercom

EventDescriptionCommon Use
Conversation createdNew conversation startedRespond to new chats
Customer repliedCustomer sends messageContinue conversations
Assigned to DuckieRouted to DuckieHandle assigned work

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Discord

EventDescriptionCommon Use
Message createdNew message in channelCommunity support
Bot mentionedBot is @mentionedExplicit requests

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HubSpot

EventDescriptionCommon Use
Conversation repliedCustomer sends messageRespond to tickets

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Plain

EventDescriptionCommon Use
Thread createdNew thread startedNew support requests
Thread repliedCustomer repliesContinue conversations
Duckie mentioned@mentioned in threadExplicit requests

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Pylon

EventDescriptionCommon Use
Issue createdNew issue submittedNew support requests
Issue repliedCustomer repliesContinue conversations

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Event Filters

Narrow which events trigger your agent:

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Channel Filters

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

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@Mention Only

Only respond when the bot is explicitly mentioned: When to use:
  • Shared channels where bot shouldn’t respond to everything
  • When you want customers to explicitly invoke the bot
  • Preventing unwanted responses

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Tag Filters (Zendesk)

Respond only to tickets with specific tags: 
Tags to include: ai-enabled, duckie-support
Tags to exclude: human-only, sensitive

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Group/Queue Filters

Respond only when assigned to specific groups: 
Groups: Level 1 Support, General Inquiries

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Configuring Triggers

1

Select Integration

Choose the platform (Zendesk, Slack, etc.).Only connected integrations appear as options.
2

Choose Events

Select which events should trigger the agent.You can select multiple events for a single deployment.
3

Add Filters

Optionally narrow with channel, tag, or mention filters.
4

Save

Save to activate the trigger configuration.

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Multiple Events

A single deployment can respond to multiple events: Example: Complete Zendesk Coverage 
Events:
- Ticket created ✓
- Comment added ✓
- Internal note (optional)

Filters:
- Group: Support Team
- Tags: ai-enabled
This agent responds to new tickets AND follow-up comments, but only in the Support Team group.

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Multiple Deployments

For complex needs, create separate deployments: Example: Different Agents for Different Events
DeploymentAgentEventsFilters
TriageTriage AgentTicket createdAll
SupportSupport AgentComment addedSupport group
VIPVIP AgentAll eventsVIP group

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Event Flow

External Event (new message/ticket)
              │
              ▼
       Webhook Received
              │
              ▼
    ┌─────────────────────┐
    │ Find Matching       │
    │ Deployments         │
    └─────────────────────┘
              │
              ▼
    ┌─────────────────────┐
    │ Check Filters       │
    │ (channel, tags,     │
    │  mention)           │
    └─────────────────────┘
              │
              ▼
    ┌─────────────────────┐
    │ Trigger Agent Run   │
    └─────────────────────┘

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Best Practices

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Start Narrow

Begin with specific filters, then expand:
  1. One channel, @mention only
  2. Add more channels
  3. Remove @mention requirement
  4. Add more events

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Use @Mention for Shared Spaces

In channels where not every message needs a response: 
Slack #general → @mention only
Slack #support → All messages

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Prevent Loops

Ensure filters prevent the agent from responding to its own messages:
  • Duckie automatically filters bot messages
  • Don’t respond to internal notes you created
  • Check for bot user IDs in custom integrations

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Test Before Going Live

  1. Configure trigger
  2. Send test messages
  3. Verify only intended messages trigger the agent
  4. Adjust filters as needed

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Next Steps

Create Deployment

Build a deployment with triggers

Integrations

See available integrations