Agents
Agents are the AI assistants that handle customer conversations. Each agent is configured with:- A starting runbook or workflow that defines how it operates
- Knowledge sources it can search for information
- Guidelines that shape its communication style
- Guardrails that define safety constraints and escalation rules
- Categories and attributes for classifying conversations
Learn more about Agents
Deep dive into agent configuration and capabilities
Runbooks
Runbooks are flexible, AI-driven procedures written in natural language. They guide agents through specific processes while allowing them to adapt to unique situations. Example runbook for password reset:
- Verify the customer’s identity using email
- Check for any security flags on the account
- If verified, send password reset email
- If unable to verify, escalate to security team
Learn more about Runbooks
Create effective runbooks for your agents
Workflows
Workflows are visual, graph-based automations for precise control over agent behavior. Use workflows when you need deterministic, step-by-step execution. Workflows consist of:- Action nodes — Execute tools and integrations
- Decision nodes — Branch based on conditions
- AI nodes — Use LLM for dynamic decisions
Learn more about Workflows
Build visual workflows for complex processes
Knowledge Base
The knowledge base is a searchable repository of information your agents can reference. It includes:- Connected sources — Notion, Confluence, Google Drive, etc.
- Custom articles — Content created directly in Duckie
- Knowledge gaps — Questions your agent couldn’t answer (for improvement)
Learn more about Knowledge
Build and manage your agent’s knowledge
Guidelines
Guidelines are instructional rules that shape how your agent communicates. They cover:- Voice and tone
- Response format and length
- Brand standards and terminology
- Domain-specific instructions
Learn more about Guidelines
Define your agent’s communication style
Guardrails
Guardrails are safety constraints that protect customers and your brand:- Escalation rules — When to hand off to humans
- Restrictions — Hard limits on what the agent cannot do
Learn more about Guardrails
Set up safety constraints and escalation rules
Deployments
Deployments connect agents to real customer channels. Each deployment specifies:- Which agent to run
- A trigger (channel + event, e.g., “New Zendesk ticket”)
- A mode (live, shadow, or testing)
Learn more about Deployments
Deploy agents to customer channels
Tools
Tools are actions your agents can perform:- Duckie tools — Built-in capabilities (respond, search, escalate, etc.)
- App tools — Actions from connected integrations (update ticket, send message, etc.)
- Custom tools — Your own HTTP-based integrations
Learn more about Tools
Explore available tools and capabilities