Engineering Collaboration

Engineering collaboration is handled by an autonomous internal agent deployed to Slack or another team channel. It posts concise summaries, captures engineer questions, and sends structured requests back to the originating workflow. Use a Duckie Assistant agent for reporting, run review, and improving Duckie behavior. Do not use a Duckie Assistant agent as the real-time engineering collaboration agent.

What It Does

The engineering collaboration function:

Posts new bug summaries to an engineering triage channel
Links the support ticket, engineering issue, and Duckie run
Captures engineer questions from Slack replies or issue comments
Converts engineering questions into structured requests
Routes customer-facing questions back to the original support ticket
Routes internal-only questions to the support owner or triage reviewer
Syncs answers back to Slack and the Linear or Jira issue
Records the collaboration trail for reporting

Recommended Components

Need	Duckie component
Internal engineering discussion	Autonomous internal Slack agent
Issue tracker updates	Linear or Jira app tools
Question routing	Deterministic question routing workflow
Customer-safe wording	Customer follow-up agent called by workflow
Audit trail	Runs, issue comments, and support ticket notes

Flow

Question Types

Question type	Route
Customer can answer	Original support ticket through the customer follow-up workflow.
Support owner can answer	Internal support Slack channel or ticket internal note.
Requires logs or product data	Product/log lookup workflow or support operations owner.
Already answered in ticket	Sync answer back to issue and Slack with source link.
Sensitive or policy-related	Manual support or engineering review before customer contact.

Slack Message Shape

Engineering summaries should be short and answerable.

New customer-reported bug

Issue: ENG-123
Support ticket: ticket_123
Product area: Dashboard
Impact: Priority customer cannot view project metrics
Repro status: Steps present, console logs missing

Suggested next action:
Review repro steps. If logs are required, reply with the exact question to send the customer.

Structured Question Contract

{
  "question_id": "q_123",
  "engineering_issue_id": "ENG-123",
  "support_ticket_id": "ticket_123",
  "audience": "customer | support_owner | internal_data_lookup",
  "question": "Can the customer share the browser console error after the dashboard goes blank?",
  "why_needed": "Engineering needs the client-side error to identify the failing component.",
  "sensitive": false
}

The Slack agent should keep engineering fast, but the workflow should decide where a question goes. That keeps customer contact, internal notes, and issue comments consistent.

Slack

Connect Duckie to engineering channels.

Autonomous Agents

Configure the internal engineering collaboration agent.

Escalation Rules

Define when engineering questions need human review.

Runs

Inspect the collaboration trail.

Overview

Use Case Blueprints

What It Does

Recommended Components

Flow

Question Types

Slack Message Shape

Structured Question Contract

Slack

Autonomous Agents

Escalation Rules

Runs

​What It Does

​Recommended Components

​Flow

​Question Types

​Slack Message Shape

​Structured Question Contract

​Related Docs

Slack

Autonomous Agents

Escalation Rules

Runs

What It Does

Recommended Components

Flow

Question Types

Slack Message Shape

Structured Question Contract

Related Docs