AI & Automation

Support doesn't scale by hiring alone. Quackback pairs an AI teammate named Quinn with a trigger-driven workflows engine, so routine replies and routing happen without a human in the loop every time.

Everything lives in Admin → AI & Automation.

Note:
Quinn's Agent works out of the box for Messenger replies. Copilot and Quinn's actions are Labs opt-ins you turn on when you're ready. See Configure the Quinn Agent and Give Quinn actions.

Quinn: two peer agents

Quinn isn't one bot with two names. It's two separate configurations that share the same identity:

• Agent replies to customers directly in the Messenger widget. It works the moment you deploy it.
• Copilot sits beside your team in the inbox: it answers questions, drafts replies, and never speaks to a customer directly. Copilot is a Labs opt-in.

Both agents draw on the same knowledge sources, though what each can see differs. Both can run actions once you turn that on.

Workflows

Workflows automate the parts of support that don't need judgment: routing a new conversation to the right team, applying an SLA by priority, closing a ticket after a week of silence. Workflows are built from triggers, conditions, and actions, and they work on both conversations and tickets.

Workflows ship with a template gallery so you don't have to start from a blank canvas, and a library of reusable conversational blocks for building interactive Messenger flows.

Test and monitor

Before you trust Quinn or a workflow with real customers, try it in the Test agent sandbox. Once it's live, the Performance page shows resolution rates, handoffs, and how much your team is actually using Copilot.

Next steps

• Configure the Quinn Agent -- Deploy Quinn to Messenger and set its knowledge and guidance
• Build a workflow -- Automate routing, SLAs, and housekeeping
• Give Quinn actions -- Let Quinn close conversations, create tickets, and call your own APIs