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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.

This guide walks you through setting up your first Duckie agent and deploying it to handle customer conversations. By the end, you’ll have an AI agent responding to messages in your support channel.

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Prerequisites

Before you begin, make sure you have:
  • A Duckie account (sign up here or book a demo)
  • Admin access to at least one support channel (Zendesk, Intercom, Slack, etc.)
  • Some documentation or help content for your agent to reference

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Step 1: Connect Your Support Channel

First, connect the platform where you want Duckie to respond to customers.
1

Go to Connections

Navigate to Settings → Connections in your Duckie dashboard.
2

Find Your Platform

Browse by category (Ticketing, Messaging) or search for your platform.
3

Click Connect

Click Connect and complete the OAuth authorization flow.
Popular starting points:
  • Zendesk — Respond to support tickets
  • Intercom — Handle chat conversations
  • Slack — Answer questions in shared channels
For detailed setup instructions, see our integration guides.

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Step 2: Add Knowledge

Give your agent information to work with by connecting your documentation.
1

Go to Knowledge

Navigate to Train → Knowledge in your dashboard.
2

Connect a Source

Click Add Source and connect your documentation platform (Notion, Confluence, Google Drive) or add a website URL.
3

Wait for Sync

Duckie will index your content. This usually takes 2-5 minutes depending on volume.
Quick start option: If you don’t have documentation ready, you can create a few custom knowledge articles directly in Duckie to get started.

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Step 3: Create Your Agent

Now create the AI agent that will handle conversations.
1

Go to Agents

Navigate to Build → Agents and click Create Agent.
2

Name Your Agent

Give it a descriptive name like “Support Agent” or “Help Desk Bot”.
3

Choose Autonomous Mode

Select Autonomous so the agent can decide which knowledge, runbooks, workflows, and tools to use.
4

Write Instructions

Describe what the agent should handle, when it should research, and when it should escalate.
5

Configure Knowledge

Leave Knowledge Tags empty to let the agent access all connected knowledge, or select tags to narrow its scope.
6

Save

Click Create to save your agent.

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Step 4: Test in the Playground

Before deploying to real customers, test your agent in the playground.
1

Open Playground

Navigate to Test → Playground.
2

Select Your Agent

Choose the agent you just created from the dropdown.
3

Send Test Messages

Ask questions your customers would ask. Try:
  • “How do I reset my password?”
  • “What’s your refund policy?”
  • “I’m having trouble logging in”
4

Review Responses

Check that responses are accurate and helpful. Click on any response to see the execution details.
Iterate here: If responses aren’t quite right, adjust your agent’s knowledge or guidelines before deploying. The playground is your safe space to experiment.

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Step 5: Deploy to Your Channel

Once you’re happy with playground results, deploy your agent to handle real conversations.
1

Go to Deploy

Navigate to Deploy and click Create Deployment.
2

Select Your Agent

Choose the agent you created and tested.
3

Configure Trigger

Select your connected channel and the events that should trigger the agent (e.g., “New ticket created”, “Message received”).
4

Start in Testing Mode

Select Testing mode to review behavior before switching to live customer responses.
5

Activate

Click Create and set the deployment to Active.
We recommend starting in Testing mode. Testing mode lets you review behavior and reduce risk before switching to live customer responses.

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Step 6: Go Live

After reviewing test runs and confirming quality:
  1. Go to Deploy
  2. Click on your deployment
  3. Change mode from Testing to Live
  4. Save
Your agent is now responding to customers!

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What’s Next?

Add Guidelines

Shape your agent’s tone and communication style

Set Up Guardrails

Define escalation rules and restrictions

Monitor Performance

Track metrics and view run history

Explore Integrations

Connect more tools and channels

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Need Help?

  • Documentation — You’re in the right place! Use the sidebar to explore.
  • Community — Join our Discord to ask questions and share tips.
  • Support — Email founders@duckie.ai for direct assistance.