AI & Automation overview

A map of Quinn (the AI Agent and Copilot), skills, connectors and workflows, where each lives in Settings, and what each needs to run.

JM
James Morton
Written By James MortonLast updated about 2 hours ago

Quackback pairs an AI teammate named Quinn with a workflows engine, so routine replies and routing happen without a person in the loop every time. This article is a map of the AI & Automation area for workspace admins.

Everything lives in Admin > Settings, in the AI & Automation section: Agent, Copilot, Skills, Connectors, and Workflows.

Note: Quinn needs an AI model. On Quackback Cloud, Quinn is included from the Pro plan and there is nothing to configure. Self-hosted installs configure an AI endpoint first. The Agent replies in Messenger only when the Support module is on, and Workflows appears in Settings only when the support inbox is on.

Quinn: two agents, one identity

Quinn is two separate configurations that share a name and avatar:

  • Agent replies to customers directly in Messenger, the chat inside your widget. It answers from your content and hands off to your team when it can't help.
  • Copilot works beside your team in the inbox. It answers teammates' questions and drafts replies, and never speaks to a customer directly.

Both agents draw on knowledge sources you switch on per agent, and both can run actions, including tools from MCP servers you add as connectors. Skills are short procedures Quinn follows in specific situations (see Configure the Quinn Agent).

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, or closing a conversation after a period of silence. A workflow starts from a trigger and runs conditions, branches, waits and actions on conversations and tickets.

Start from the template gallery instead of a blank workflow, and use workflow blocks to build guided conversations in Messenger.

Note: On Quackback Cloud, workflows are included from the Business plan.

Monitor

Once Quinn is live, the Quinn section of Admin > Analytics shows resolutions, handoffs, action outcomes, and Copilot usage. See Test and monitor Quinn.

AI for feedback

Post summaries, duplicate detection and AI suggestions on feedback are separate from Quinn. They are covered in Configure AI features.

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