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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

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Slack

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Intercom

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Discord

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HubSpot

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Plain

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Pylon

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Custom Webhook

Custom Webhook deployments accept JSON events from your own systems. You map payload fields into Duckie runs and can optionally filter by an event type field.

Custom Webhooks

Configure a custom webhook trigger

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Scheduler

Scheduler deployments run on a recurring schedule instead of an integration event. Choose a preset schedule, describe a schedule in plain language, or enter a five-field cron expression.

Scheduled Deployments

Configure a recurring scheduled trigger

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Event Filters

Narrow which events trigger your agent:

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Channel Filters

Respond only in specific channels: Slack:
Zendesk:

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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:

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Group/Queue Filters

Respond only when assigned to specific groups:

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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
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

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Event Flow

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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:

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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

Scheduled Deployments

Run agents on a schedule