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Overview

Duckie’s AI Support Agent directly answers your customers’ support questions.

Duckie scans all connected knowledge sources, including documentations, past tickets, message history, engineering knowledge, and more, to find useful information and accurate answers quickly.

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Set up

  1. Login to app.duckie.ai
  2. Click Add an agent.

  1. Choose the workspace/channel you want Duckie to respond in.

    Zendesk (video walkthrough)

    1. Go to your Zendesk Admin Center and create a new Team Member for Duckie.
    1. Paste in your Zendesk url.
    1. Select the project you want Duckie to respond in.

    Slack

    1. Authorize Duckie to access your Slack workspace.
    1. Select the channel you want Duckie to respond in.
    1. Once you’ve selected the channel, go to Slack and invite Duckie to that channel.

    Discord

    1. Authorize Duckie to access your Discord workspace.
    2. Select the channel you want Duckie to respond in.
    3. Once you’ve selected the channel, go to Discord and invite Duckie to that channel.

    Teams

    1. Authorize Duckie to access your Teams workspace.
    2. Select the channel you want Duckie to respond in.
    3. Once you’ve selected the channel, go to Teams and invite Duckie to that channel.

  2. Toggle “Auto reply”.

    • If enabled, Duckie will automatically reply to all messages in the workspace/channel.
    • If disabled:
      • In Slack, you will use the /duckie-response command to draft responses to customers’s questions.
      • In Zendesk, Duckie will post responses as internal notes for the support team to review.

  3. Set up a “Primary contact”.

    • If Duckie is unable to respond to a question, the question will be escalated to this person via a DM.

  4. Add knowledge sources to this Agent.

    • When you are connecting a knowledge source for the first time, you will need to grant Duckie permission first.
    • You can choose which folder/page/space you want Duckie to access and learn.
    • If you want Duckie to learn from a Slack channel, you need to select the Slack channel first, and then go to Slack, and invite Duckie to that Slack channel.

  5. Click “Create”.

  6. Duckie will start learning all the knowledge sources, which takes 30 mins - 2 hours. Once done, the icon will be updated and you will receive a notification from the Duckie team and you can start using Duckie!

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Update an Agent

If you want to add/remove knowledge sources of a Copilot or make any other updates, simply click on it and make updates. You can also deactivate, duplicate, or delete a Duckie Copilot.

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Use an Agent

  • In Slack: Duckie will start responding in the workspace that you’ve chosen either automatically, or by using the /duckie-response command.

  • In Zendesk: Duckie will start responding in the ticket that you’ve chosen either automatically, or by posting internal notes.

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Provide Feedback

You will see a thumbsup/thumbsdown button for each of Duckie’s response. Giving Duckie feedback will improve Duckie’s response accuracy for you!

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