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 agenttechnical→ 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- The thread may have been archived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