Agent Configuration

Documentation Index

Fetch the complete documentation index at: https://docs.duckie.ai/llms.txt

Use this file to discover all available pages before exploring further.

This page covers all configuration options available for Duckie agents. Access these settings by clicking on any agent in Build → Agents.

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Basic Settings

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Name & Description

• Name — Displayed throughout the app and in analytics
• Description — Help your team understand what this agent does

To edit: Click the agent name or description in the header.

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Status

Agents can be:

• Active — Available for deployments and testing
• Inactive — Saved but not active
• Draft — In progress and not ready for production use

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Starting Logic

The start mode defines how your agent begins handling a conversation. Choose one:

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Autonomous

An autonomous agent starts from instructions and decides which resources and tools to use. When to use:

• Requests vary across many topics
• The agent needs to research before deciding what to do
• The agent may need to choose between multiple runbooks, workflows, or tools

Learn more about Autonomous Agents →

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Workflow

A workflow is a visual graph that defines exact steps and branches. When to use:

• Process must follow exact steps every time
• Compliance requires predictable, auditable execution
• Multiple tools must be called in a specific order

Learn more about Workflows →

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Runbook

A runbook is natural language instructions that guide the agent while allowing flexibility. When to use:

• Conversations require judgment and adaptation
• Process has a general structure but varies by situation
• You want to leverage AI reasoning within guidelines

Learn more about Runbooks →

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Autonomous Instructions

Autonomous agents include an instructions editor and model settings. Use instructions to define:

• The agent’s role and scope
• How it should decide what to research
• When it should call tools
• When it should escalate
• Any tone, format, or process rules specific to this agent

Autonomous agents can also use runbooks and workflows as resources when you allow them in the Runbooks & Workflows section.

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Knowledge Configuration

Control what information the agent can access when searching.

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Tag Filtering

Filter by knowledge tags:

• Leave tags empty to allow all connected and custom knowledge
• Select tags to allow knowledge with those tags
• Select No Tags to allow untagged knowledge only

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Strategy Tips

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Guidelines

Assign guideline sections that shape how the agent communicates.

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Section Assignment

• Check sections to include
• Sections are combined when multiple are selected
• Order doesn’t matter — all selected guidelines apply

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Common Sections

• Tone & Voice — How the agent should sound
• Formatting — Response structure and length
• Brand — Terminology and phrases
• Domain — Product-specific instructions

Learn more about Guidelines →

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Guardrails

Define safety constraints that protect customers and your brand.

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Escalation Rules

Select rules that trigger handoff to humans:

• Each rule defines a condition (e.g., “customer is angry”)
• When triggered, agent escalates instead of responding
• Multiple rules can be active simultaneously

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Restrictions

Select hard limits on agent behavior:

• Highest priority — checked before processing
• Define what the agent cannot do or say
• Provide alternative responses when triggered

Learn more about Guardrails →

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Classification

Configure how the agent tags conversations for analytics.

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Categories

Select categories the agent should assign:

• Agent picks one category per conversation
• Categories appear in breakdown analytics
• Leave unselected to disable category assignment

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Attributes

Select attributes to extract:

• Agent identifies values for each attribute
• Can be single or multi-select
• Attributes appear in analytics and can be used for filtering

Learn more about Classification →

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Tools

Configure which tools an autonomous agent can use.

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Duckie Tools

Built-in capabilities:

• Responder — Generate and send responses
• Knowledge Search — Search the knowledge base
• Escalator — Hand off to humans
• Ask and Wait — Ask clarifying questions

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App Tools

Tools from connected integrations:

• Automatically available when integrations are connected
• Enable/disable specific tools per agent
• Examples: Update Zendesk ticket, Create Jira issue

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Custom Tools

Your own HTTP-based tools:

• Created in Build → Tools
• Enable per agent as needed

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MCP Tools

Tools discovered from MCP servers:

• Added in Build → Tools → MCP Servers
• Grouped by server in the tool access dialog
• Enable per agent as needed

Learn more about Tools →

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Advanced Settings

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Runbooks & Workflows

For autonomous agents, control which runbooks and workflows the agent can use:

• Only allow these runbooks — Limit the runbooks the agent can read
• Block these runbooks — Hide specific runbooks from the agent
• Only allow these workflows — Limit the workflows the agent can call
• Block these workflows — Hide specific workflows from the agent

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Conversation Context

Agents use conversation history and run context when processing customer messages. Autonomous agents can continue work across turns on the same ticket by using prior conversation context and saved run memory.

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Deployment Behavior

Deployment settings control whether the agent runs in testing mode or responds live to customers.

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Next Steps