Workspaces and System Boundaries - Duckie

Boundaries help teams keep the right people, knowledge, channels, actions, and analytics together. The practical question is: which part of the business should this agent belong to, and what should it be allowed to see or do?

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

Changing one workspace does not change a sibling workspace.

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.

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.

Guardrails, Escalation, and Human Review Testing, Observability, and Iteration

​Organization vs Workspace

​What a Workspace Separates

​Workspace Examples

​Boundary Choices

​Recommended Setup Flow

​Related Docs