When we talk about training Quack, we’re not just talking about AI. We’re talking about building a teammate. A new agent. Someone (or something) you just brought onto the team who’s eager to learn and ready to work. And like any good team member, they need training.

Stage 1: Instant Onboarding

Normally, when a human agent joins, their first stop is your LMS, past tickets, and help center articles. Quack does the same, only faster. Once integrated, it automatically absorbs your historical knowledge base, learning how you talk, what your policies are, and how issues are typically resolved.

How to Sync Public Knowledge Without an API

You can now sync public web pages directly from your Settings in Quack - no API needed.

1. Go to Settings → Data Sources

2. Click Add Public Knowledge

3. Enter the URL you want to sync

4. (Optional) Check "Sync only 1 page" if you want Quack to crawl just that specific URL

Click Add to complete. The source will appear under Knowledge & Doc (External) with its last sync date.

💡 To update the content later, simply click Resync. Automatic syncing is not yet supported.

Stage 2: Shadowing and Feedback

Next comes shadowing. Think of this like asking your new hire test questions. Quack listens, responds, and learns based on your feedback. You review what it got right or wrong and explain why. This helps create a performance baseline. You’ll quickly see where Quack excels and where it needs more support.

Stage 3: Focused Coaching

After spotting gaps, it’s time to coach. Go back to difficult tickets, low-rated conversations, or edge cases. Offer additional context, define your company-specific terms, or walk Quack through complex workflows. This stage mirrors the one-on-one training you’d give any junior team member.

Stage 4: Real-Time Simulation

Now the training gets real. Quack begins handling fresh, real-world questions using simulation tools like “Simulates” or “Live Test.” You review its performance in real-time scenarios, just as you would before letting a new agent take customer calls.

Stage 5: The Go/No-Go

Every team has that final check before letting a new hire fly solo. With Quack, the same logic applies. Decide what “ready” looks like. It might be 100 clean conversations or consistently positive feedback. The exact metric is up to you. But ultimately, it’s your confidence, just like with a human agent, that matters most.

Final Thought

At the heart of it, training Quack is not about setting up a bot. It’s about onboarding a colleague. When you trust it to deliver the experience you’d expect from a human, that’s when it’s time to go live. And when you do, that’s when the magic really begins.