Plain - Duckie | Docs

Connect Plain to let Duckie respond to customer support threads.

Capabilities

Capability	Supported
Knowledge Source	✗
Deployment Trigger	✓ Respond to threads
Tool Actions	✓ Reply, update status, add labels

Setup

Prerequisites

Plain workspace with API access
Admin permissions to create API keys

Step 1: Get API Credentials

Go to your Plain workspace settings
Navigate to API Keys
Create a new API key with full permissions
Copy the Workspace ID and API Key

Step 2: Connect in Duckie

Go to Settings → Connections in Duckie
Find Plain and click Connect
Enter your details:
- Workspace ID: Your Plain workspace ID
- API Key: The key you created
Click Connect

Using as a Deployment Trigger

Deploy an agent to respond to Plain threads:

Go to Deploy
Click Create Deployment
Select your agent
Choose Plain as the trigger
Configure events:
- New thread — When a customer starts a conversation
- Customer reply — When a customer responds

Available Tools

Tool	Description
`plain_reply`	Send a reply to the thread
`plain_add_label`	Add a label to the thread
`plain_change_status`	Update thread status
`plain_get_customer`	Get customer information

Best Practices

Use Labels for Routing

Tag threads with labels to route to specialized agents:

billing → Billing-trained agent
technical → Technical support agent

Monitor Response Quality

Use Plain’s built-in metrics alongside Duckie’s analytics to track response quality.

Troubleshooting

”API key invalid”

Verify the API key is still active
Ensure the key has sufficient permissions
Check that the Workspace ID is correct

”Thread not found”

The thread may have been archived
Verify Duckie has access to the thread’s workspace