Changelog

Quackback AI: a new name, smarter hand-offs and a Support lead role

Quinn has a new name: Quackback AI. Along with it come safer hand-offs when the AI needs a person, a new role for the people who run your support, and more control over visitor tracking.

Quackback AI knows when to ask

Some actions you've set to "ask first". Now, when the AI wants to take one of them, it doesn't wait in silence. It hands the conversation to your team, and the customer sees "Connecting you to the team".

You can now:

  • See Quackback AI by name everywhere the AI agent and Copilot appear
  • Trust that "ask first" actions always reach a teammate before they happen

A role for running support

The new Support lead role is for the person who runs your support day to day, without full admin access.

You can now:

  • Give someone everything a Manager can do, plus routing, workflows, SLAs, office hours, channels, custom fields and customer-facing AI
  • Control customer-facing AI and teammate AI as two separate permissions

Every role that had the old AI permission now has both, so nobody gains or loses access.

You can now:

  • Hold widget visitor tracking until the visitor agrees
  • Turn off page-view counting or returning-visitor tracking for your workspace (both stay on unless you change them)

Where to find it: roles are in Settings > Members & Teams. Visitor tracking is in Settings > Widget.

Live on Quackback Cloud now, and in Quackback 0.15 for self-hosted teams.