Configure the Quinn Agent
Not every customer message needs a human. Quinn's Agent answers questions and resolves issues right inside Messenger, your customer-facing chat widget, and hands off to your team the moment it's out of its depth.
Find it at Admin → Settings → Agent, under AI & Automation.
Turn it on
The Agent page opens with a card that shows whether Quinn is replying in Messenger. Click Pause Agent to take Quinn offline without losing your configuration, and Resume to bring it back.
Messenger replies need the support inbox. If it's off, the card offers Turn on inbox. Quinn also needs an AI model configured.
Three tabs, one agent
Everything about the Agent's behavior is organized into three tabs.
| Tab | What you configure |
|---|---|
| Basics | Quinn's name and avatar, tone, response length, and any additional instructions |
| Knowledge | Which content Quinn can draw on when it answers |
| Guidance | Rules that steer Quinn's behavior in specific situations |
Basics
Set Quinn's tone (for example, friendly or formal) and how long its replies should run. Additional instructions is free text for anything the structured fields don't cover, like "Never quote a price" or "Always ask for the order number first."
Knowledge
The Agent can only draw on customer-safe sources: help center articles, public feedback posts, the changelog, and live status. It never sees internal notes, past conversations, or ticket history, since those aren't meant for customers.
The posts source only includes feedback from public boards. Anything on a private or internal board stays out of Quinn's replies.
Only the help center is on by default. Turn on the others as you build out that content. See the full breakdown in Knowledge sources.
Guidance
Guidance rules are structured, not a prompt you edit blind. Each rule has a name, an instruction, and either Always on or a condition describing when it applies (for example, "the customer mentions a refund"). Priority controls which rule wins when two rules could both apply.
Keep guidance specific. "Offer a 10% discount if the customer threatens to cancel" works. "Be nice" doesn't give Quinn anything actionable.
Rules share a combined character budget per agent, so a handful of focused rules works better than many long ones.
Actions
Actions let Quinn do things, not just say things. Set what the Agent may do in Admin → Settings → Connectors. See Give Quinn actions for the full list and how approvals work.
Handing off to a human
Quinn doesn't try to bluff through questions it can't answer. When it hands a conversation to your team, that hand-off is an event your workspace can react to: it can trigger a workflow, fire a webhook, and notify the right teammate.
Build a workflow on the "Quinn handed off" trigger to route escalations to a specific team, or to page whoever's on call. See Build a workflow.
Next steps
- Knowledge sources: the full source catalogue and what each one contributes
- Give Quinn actions: let the Agent close conversations or create tickets
- Monitor Quinn: see how the Agent performs