Give Quinn actions
An answer isn't always enough. Sometimes the right response is closing the conversation, opening a ticket, or calling one of your own systems. Quinn's actions let it do that, with an audit trail for every one.
Built-in actions
Quinn ships with built-in actions. Each is available to an agent when its knowledge or permission prerequisites are met, and every call is logged.
| Action | Description |
|---|---|
| Search knowledge | Search the published help center for articles the current viewer can see |
| Get status | Look up live service status, incidents, and scheduled maintenance from the status page |
| Handoff to human | Route the current customer conversation to a human teammate |
| Report inability | Record that the current request can't be completed with this turn's tools |
| Set attribute | Record a structured fact on the conversation, learned from what the customer said |
| End conversation | Close the conversation once the customer has confirmed their issue is resolved |
| Create ticket | Open a support ticket to track work that needs a teammate beyond this conversation |
| Share feedback post | Share an existing feedback post into the conversation as a card the customer can vote on |
| Capture feedback | Create a public feedback post from the conversation, attributed to the customer |
Set how each agent may use the built-in actions that change something in Admin → Settings → Connectors, under Built-in actions. Pick Agent or Copilot, then choose Allow, Ask (a teammate approves first), or Never for each action. Until you choose, the Agent may use them and Copilot asks first. Reset to defaults returns every action to that behavior. Read-only actions, like searching knowledge, are always available.
The Agent and Copilot use these differently:
- Agent runs them autonomously as part of a reply. If a customer confirms their issue is resolved, the Agent can close the conversation itself.
- Copilot only calls a write action when a teammate explicitly asks for it in the Q&A tab, and shows the result as a proposal a teammate approves before anything changes.
See which agent can use each action in Admin → Settings → Connectors.
Connectors
For anything specific to your product, connect a remote MCP server and Quinn can use its tools. Add one in Admin → Settings → Connectors with Add connector:
- Name: how the connector appears in Quackback
- Remote MCP server URL: the HTTPS address where the server accepts MCP requests
- Authentication (under Advanced): OAuth (automatic), a bearer token, or none
Once connected, open the connector to set a permission for each of its tools: Allow, Ask, or Never.
A connector sends data from the conversation to a server outside Quackback. Review which tools you allow, especially for the Agent, which talks to customers.
Next steps
- Configure the Quinn Agent: set up the customer-facing agent
- Use Quinn Copilot: set up the teammate-facing agent
- Monitor Quinn: see how Quinn is performing