> ## 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.

# Core Concepts

> Understand the key building blocks of Duckie

This page introduces the fundamental concepts you'll work with in Duckie. Understanding these will help you build effective AI-powered support.

## Agents

**Agents** are the AI assistants that handle customer conversations. Each agent is configured with:

* A **start mode**: autonomous, workflow, or runbook
* **Instructions** that define what it is responsible for
* **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

Think of an agent as a virtual team member with specific training and responsibilities.

<Card title="Learn more about Agents" icon="robot" href="/agents/overview">
  Deep dive into agent configuration and capabilities
</Card>

## 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:

> 1. Verify the customer's identity using email
> 2. Check for any security flags on the account
> 3. If verified, send password reset email
> 4. If unable to verify, escalate to security team

<Card title="Learn more about Runbooks" icon="book-open" href="/runbooks/overview">
  Create effective runbooks for your agents
</Card>

## 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

<Card title="Learn more about Workflows" icon="diagram-project" href="/workflows/overview">
  Build visual workflows for complex processes
</Card>

## 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)

<Card title="Learn more about Knowledge" icon="database" href="/knowledge/overview">
  Build and manage your agent's knowledge
</Card>

## 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

<Card title="Learn more about Guidelines" icon="list-check" href="/guidelines/overview">
  Define your agent's communication style
</Card>

## 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

<Card title="Learn more about Guardrails" icon="shield-halved" href="/guardrails/overview">
  Set up safety constraints and escalation rules
</Card>

## 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)

<Card title="Learn more about Deployments" icon="rocket" href="/deployments/overview">
  Deploy agents to customer channels
</Card>

## 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
* **MCP tools** — Tools discovered from Model Context Protocol servers

<Card title="Learn more about Tools" icon="wrench" href="/tools/overview">
  Explore available tools and capabilities
</Card>

## How They Connect

## Next Steps

<CardGroup cols={2}>
  <Card title="How Duckie Works" icon="gears" href="/how-duckie-works">
    See the full message-to-response flow
  </Card>

  <Card title="Create Your First Agent" icon="robot" href="/agents/creating-agents">
    Build and configure an agent
  </Card>
</CardGroup>