Organization vs Workspace
A top-level organization is the billing and account umbrella. A workspace is an isolated Duckie environment under that organization. Billing rolls up to the top-level organization. Configuration and data stay separate inside each workspace.What a Workspace Separates
Each workspace has its own:| Area | What is scoped |
|---|---|
| Members and roles | Workspace membership and role assignments |
| Connections | Connected integrations and credentials |
| Agents and deployments | Agent configuration, deployment settings, and production runs |
| Knowledge and training | Knowledge items, guidelines, guardrails, runbooks, snippets, tools, and workflows |
| Analytics and testing | Runs, usage attribution, playground activity, and batch tests |
Workspace Examples
| Workspace | Why it helps |
|---|---|
| EMEA Support | Regional ownership, channels, localized knowledge, and escalation paths |
| Product A Support and Product B Support | Separate docs, agents, tools, and analytics by product |
| Internal Support and Customer Support | Different audiences, policies, integrations, and tone |
| Enterprise Support | High-touch customers, stricter guardrails, dedicated connections, and specialist agents |
| Pilot Support | Useful only when the pilot needs separate data or configuration; otherwise use Testing mode |
Boundary Choices
| Use this | When |
|---|---|
| Workspace | You need hard separation of members, connections, agents, knowledge, runs, and settings |
| Knowledge Tags | The same workspace is fine, but an agent should search only certain knowledge |
| Separate agents | Jobs, tone, tools, or escalation rules differ |
| Deployment filters | The same agent should handle only certain channels, groups, tags, events, or schedules |
| Tool access and approvals | You need to limit what agents can do |
| Guardrails | You need shared restrictions and escalation rules |
| Testing surfaces | You want to validate behavior before expanding live scope |
Recommended Setup Flow
- Start from your business structure: teams, products, regions, customer segments, and support motions.
- Create workspaces only where separation is needed.
- Connect only the integrations each workspace should use.
- Configure agents with scoped knowledge, tools, guidelines, guardrails, runbooks, and workflows.
- Deploy in Testing mode first.
- Review Analyze > Runs and testing results.
- Expand to Live once behavior and ownership are clear.
Related Docs
Workspaces
Create and manage isolated Duckie workspaces.
Members
Manage people and roles.
Knowledge Tags
Scope knowledge within a workspace.
Connections
Connect the right systems to each workspace.