Give Quinn actions
Quinn's built-in actions, how to set Allow, Ask or Never per action for the Agent and Copilot, and how to connect your own tools from a remote MCP server.
Actions let Quinn do more than answer: close a resolved conversation, open a ticket, share a feedback post, or call tools on your own systems. Every action is logged. This article explains the built-in actions, how to control them, and how to connect your own tools.
Manage actions in Admin > Settings > Connectors, in the AI & Automation section.
Built-in actions
Action | What it does |
|---|---|
Search knowledge | Searches the published help center for articles the current viewer can see |
Get status | Looks up live service status, incidents and scheduled maintenance from your status page |
Handoff to human | Routes the current conversation to a human teammate |
Report inability | Records that the request can't be completed with the tools available |
Set attribute | Records a structured fact on the conversation, learned from what the customer said |
End conversation | Closes the conversation once the customer confirms the issue is resolved |
Create ticket | Opens a support ticket for work that needs a teammate beyond this conversation |
Share feedback post | Shares an existing feedback post into the conversation as a card the customer can vote on |
Capture feedback | Creates a public feedback post from the conversation, attributed to the customer |
Use skill | Loads one of your skills when the situation matches |
Control what each agent may do
Under Built-in actions, pick Agent or Copilot, then choose a permission for each action that changes something:
- Allow: the agent runs it without asking.
- Ask: a teammate approves it first.
- Never: the agent can't use it.
Until you choose, the Agent may use these actions and Copilot asks first. Reset to defaults returns every action to that behavior. Read-only actions, such as searching knowledge, are always available.
The two agents use actions differently:
- Agent runs actions on its own as part of a reply. For example, when a customer confirms the issue is resolved, the Agent can close the conversation.
- Copilot only runs an action that changes something when a teammate asks for it in the Copilot panel, and shows the result as a proposal a teammate approves before anything changes.
Connect your own tools
Connect a remote MCP server and Quinn can use its tools, for example to look up an order or check an account in your own system.
- In Admin > Settings > Connectors, click New connector.
- Enter a Name (how it appears in Quackback) and the Remote MCP server URL (the HTTPS address where the server accepts MCP requests).
- Under Advanced · Authentication, choose OAuth (automatic), Bearer token, or None. Pick Bearer token for servers that use a static API key.
- Click Connect. Quackback discovers the server's tools automatically.
- Open the connector and set Allow, Ask or Never for each tool.
Warning: A connector sends data from the conversation to a server outside Quackback. Only connect servers you trust, and review which tools you allow, especially for the Agent, which talks to customers.
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