What are Workflows?
Workflows are LLM-native sequences of actions that let your Duckie agent perform tasks in a predictable, automated way. Using workflows, you can fully customize your agent to fit your company’s needs and start automating repetitive customer support processes. Through workflows, you can:- Customize the response logic of your agent
- Modify the decision behavior
- Call Agent Tools to automate processes
How do Workflows Work?

- Action nodes perform specific actions, such as generating a response, searching your knowledge base, or calling an agent tool
- Conditional nodes determine which task to perform next by splitting the workflow path based on specific conditions.
- Workflow nodes call other workflows and are used to better manage sub-tasks within your support process.
Creating a Workflow
Initialization
The first thing to do when creating a new workflow is to navigate to the Workflows tab on the Duckie web app. Once there, simply pressADD
.
Creating a new node
To create a new node, drag an edge from a node and select from the available node types.
Configuring a Conditional Node
Conditional nodes are comprised ofIf
, Else If
, and Else
conditions. Each condition has a potential connection to a subsequent node.
There are two condition types:
- LLM Conditions use an LLM to determine whether a condition is met or not
- Comparator Conditions use deterministic comparisons
LLM Condition
To create an LLM Condition, select theLLM Condition
type, complete the Prompt
field, and add any necessary Inputs
. To learn more about inputs, see the Node Inputs section.

Comparator Condition
To create a Comparator Condition, select theComparator Condition
and fill in the following fields:
- Input: The context that the comparator will use to compare
- Operator: The operator used for the comparisson (e.g. Equals, Contains, etc.)
- Value: The value to compare the input to

Coinfiguring an Action Node
Action nodes are used to perform specific actions / tasks within your workflow. A number of “out-of-the-box” actions are available, including the core Duckie actions that are used as the base building-blocks for workflows. These include:- Duckie Responder: Sends a message to the end-user. This can be LLM generated or pre-defined.
- Duckie Knowledge Search: Performs a search of your agent’s knowledge base to find information.
- Duckie Escalator: Sends an escalation message to your support team, as well as an informational message to the end-user. This can be LLM generated or pre-defined.
- Duckie LLM Call: Performs an LLM call given your provided prompt and context. This can then be used as the input to subsequent actions.
Action Node Parameters
Each action node will have a list of parameters that are used to perform the action. When you select an Action, you will see a list of available parameters. Each parameter has inputs (learn more), which are used as inputs to the parameter.
Configuring a Workflow Node
Workflow nodes call child workflows. They are used to separate workflow logic into modularized components which can then be referenced in multiple places. To create a workflow node, select theWorkflow Node
type, and select the child workflow from the dropdown.

Node Inputs
Node inputs are used to reference information within a node.Memory
Memory inputs are used to access details of a specific agent run. Available options are:- Conversation: Contains the current Conversation
- Guidance: Contains any Guidance items specific to the run (learn more here)
- Run history: Contains execution information about the run, such as previous nodes