> ## 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.
# Account Communication Agent
> Gather missing information from the account or merchant
The account communication agent handles messages to the account, merchant, or internal account owner connected to a dispute. It should be called by the dispute handling workflow when the case needs clarification, documents, or confirmation before evidence can be prepared.
## What It Does
The agent:
* Reviews the structured case record and missing-information checklist
* Drafts a concise message to the account or merchant
* Uses the right channel for the relationship, such as ticketing, email, CRM, or internal messaging
* Asks only for information that is needed for the current dispute branch
* Handles supported languages and tone requirements
* Returns a structured wait state to the workflow
## Recommended Components
| Need | Duckie component |
| --------------------------------------- | -------------------------- |
| Interpret what information is missing | Autonomous agent |
| Send account messages | App tool or responder tool |
| Look up account and transaction context | App, custom, or MCP tools |
| Apply communication rules | Guidelines and guardrails |
| Continue after a response arrives | Workflow state transition |
## Flow
```mermaid theme={null}
sequenceDiagram
participant Workflow as Dispute workflow
participant Agent as Account communication agent
participant Tools as Account and ticketing tools
participant Account as Account or merchant
Workflow->>Agent: Case context and missing facts
Agent->>Tools: Retrieve relevant account details
Agent->>Workflow: Draft message and wait state
Workflow->>Tools: Send message through approved channel
Account->>Tools: Reply with information
Tools->>Workflow: New response event
Workflow->>Agent: Ask agent to interpret response
Agent->>Workflow: Structured facts and remaining gaps
```
## Agent Instructions
The instructions should be narrow and operational:
```text theme={null}
You help gather information for payment dispute cases.
Use the case record, transaction details, and missing-information checklist to draft clear account-facing messages. Ask only for information needed to handle the current case. Do not promise an outcome. Do not ask for sensitive payment credentials. If the case requires legal, policy, or financial judgment outside the provided rules, escalate to the review channel.
Return structured output with:
- message_draft
- requested_information
- channel_recommendation
- language
- deadline
- remaining_risks
```
## Guardrails
Add guardrails for:
* No guarantees about dispute outcomes
* No collection of sensitive credentials
* No use of evidence that is not account-provided, transaction-backed, or customer-facing
* Escalate legal threats, account ownership disputes, regulatory questions, or high-value exceptions
* Escalate when the account asks to change historical records or fabricate evidence
Keep evidence quality rules outside the agent's judgment alone. The workflow should validate required evidence types before moving to approval.
## Deployment Options
This agent usually does not need its own public deployment. In most systems, the dispute handling workflow calls it as a focused agent task.
Use a direct channel deployment only when account messages come into a dedicated support queue and should be handled by this agent first.
## Related Docs
Configure the communication agent.
Control tone, formatting, and account-facing language.
Prevent unsafe account communications.
Send messages through connected systems.