> ## Documentation Index
> Fetch the complete documentation index at: https://docs.duckie.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Launchpad

> Train Duckie from past support conversations and review generated content

Launchpad helps you turn existing support history into a starter Duckie setup. It can read tickets from connected support platforms, build an organization overview, and draft guidelines, knowledge items, and runbooks.

Generated guidelines, knowledge, and runbooks stay in draft until you review them. Agents do not use Launchpad-generated drafts until you approve them.

## When to use Launchpad

Use Launchpad when you want to:

* Set up a new workspace from real customer conversations
* Build starter knowledge, guidelines, and runbooks without writing everything manually
* Generate more guidelines, knowledge, or runbooks later from recent tickets

## Prerequisites

Launchpad needs at least one connected ticketing platform. Supported ticketing sources are:

| Source    | Launchpad filters                           |
| --------- | ------------------------------------------- |
| Zendesk   | Ticket status, optional private notes       |
| Freshdesk | Ticket status, optional private notes       |
| Intercom  | Conversation state, optional internal notes |
| Pylon     | Status                                      |
| Plain     | Thread status, optional notes               |
| HubSpot   | Time window only                            |

Connect sources from **Settings → Connections** before starting Launchpad.

## Start training

<Steps>
  <Step title="Open Launchpad">
    Open **Launchpad** from the sidebar when it appears during onboarding.
  </Step>

  <Step title="Choose ticket sources">
    Connect or select the ticketing platforms Duckie should learn from.
  </Step>

  <Step title="Configure tickets">
    Choose which tickets or conversations to include. Available filters depend on the source.
  </Step>

  <Step title="Adjust advanced settings">
    Use **Advanced settings** to choose the time window and maximum number of tickets. The time window can be 1-12 months, and the ticket limit can be 100-5,000 tickets.
  </Step>

  <Step title="Start training">
    Click **Start training**. Duckie syncs tickets, builds core knowledge, then generates draft guidelines, knowledge, and runbooks.
  </Step>
</Steps>

While training is running, Launchpad shows live progress for ticket syncing and generated items. You can cancel training or skip for now.

## What Launchpad creates

Launchpad can create:

| Output                | What it is for                                                                   |
| --------------------- | -------------------------------------------------------------------------------- |
| Organization overview | Core context about your company, product, customers, and common support patterns |
| Guidelines            | Communication and behavior rules for agents                                      |
| Knowledge items       | Factual information extracted from support conversations                         |
| Runbooks              | Multi-step procedures for common support scenarios                               |

The complete screen shows how many draft guidelines, knowledge items, and runbooks were generated.

## Review generated content

After training finishes, click **Review what it learned**. The review page groups generated drafts into **Guidelines**, **Knowledge Items**, and **Runbooks**.

You can:

* Preview an individual item before deciding
* Approve an item to publish it
* Delete an item to reject it
* Approve or reject all items in a content type
* Approve or reject everything in the review

Approving publishes the draft and makes it available in Duckie. Rejecting removes the generated draft. When all items have been reviewed, the review is marked complete.

<Warning>
  Do not approve generated content without reviewing it. Launchpad drafts are based on historical conversations, so they may reflect outdated policies, support mistakes, or customer-specific context.
</Warning>

## Generate more content later

After setup, you can generate additional content from the **Knowledge**, **Guidelines**, and **Runbooks** pages. Click **Generate**, choose ticketing sources, configure filters, and start the job.

Duckie reuses the same Launchpad review flow for generated content. New items remain drafts until you approve them.

## Related docs

<CardGroup cols={2}>
  <Card title="Knowledge Base" icon="book-open" href="/knowledge/overview">
    Learn how agents search and use knowledge.
  </Card>

  <Card title="Guidelines" icon="list-check" href="/guidelines/overview">
    Shape agent tone and behavior.
  </Card>

  <Card title="Runbooks" icon="book" href="/runbooks/overview">
    Define procedures for common support scenarios.
  </Card>

  <Card title="Connections" icon="plug" href="/settings/connections">
    Connect ticketing and messaging platforms.
  </Card>
</CardGroup>