Advanced Configurations for Tickets AI Agent

Advanced Configurations in Quack AI give you deeper control over how the AI Agent behaves across support tickets. These settings define guardrails for handling response time limits, attachments, and training data isolation across multiple AI Agents.

Why Use Advanced Configurations?

Use Advanced Configurations to:

  • Enforce security and compliance policies

  • Create custom response behaviors by scenario or team

  • Maintain knowledge isolation across business units or products

For an overview of how Quack AI Agents are trained and configured, see Understanding AI Agent Configuration.

Access Advanced Configurations

To access Advanced Configurations:

  1. Go to your Quack AI Dashboard and open the Tickets AI Agent you want to configure.

  2. In the left panel, click Training Center.

  3. Select Configurations in the top-right corner.

  4. Choose the Advanced tab.

  5. Toggle on the configurations you want to apply.

💡 Pro Tip: Use different Advanced Configurations per AI Agent to fine-tune behavior for specific brands, products, or compliance rules.

Advanced Configuration Options

Response Timeout Window

Set the maximum time Quack AI has to respond to a message before skipping the ticket.

  • Value is defined in minutes (e.g., 5 minutes)

  • Keeps responses contextually relevant and timely

💡 Pro Tip: Use shorter timeouts for high-volume triage workflows where speed matters most.

Support File Attachments

Allow the AI Agent to respond to or skip tickets that include file attachments.

  • Toggle on to allow handling messages with files

  • Toggle off to enforce stricter compliance rules

Support Inline Files

Allow the AI Agent to skip or answer tickets that include inline files.

  • Toggle on to enable handling inline attachments

Use Isolated Training Data

Limit the AI Agent to use only its own feedback and training data. When off, training data is shared across all agents.

  • Prevents one AI Agent from accessing another’s learned context

  • Maintains localized learning and performance tuning

💡 Pro Tip: Enable isolation for AI Agents trained for different brands, regions, or compliance policies.

See also: Managing AI Agent Training Data.

Use-Cases

  • Enterprise Compliance: Enforce strict data access rules by disabling attachments and isolating knowledge.

  • Brand-Specific Agents: Run multiple AI Agents across brands without sharing internal data.

  • High-Volume Triage: Apply time limits to optimize for speed over completeness.