> ## 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.

# Evidence and Approval

> Draft evidence packets and route them for human review

Evidence preparation should combine deterministic collection with autonomous drafting. The workflow decides what evidence is allowed and required. The evidence drafting agent turns approved facts into a clear packet.

## What It Does

The evidence and approval function:

* Collects transaction, account, order, fulfillment, communication, and policy evidence from approved sources
* Checks which evidence types are required for the dispute reason
* Calls an evidence drafting agent to create a concise narrative
* Flags missing or weak evidence
* Sends the packet to a reviewer before submission
* Records the reviewer decision and required changes

## Recommended Components

| Need                         | Duckie component                   |
| ---------------------------- | ---------------------------------- |
| Evidence checklist by reason | Workflow or knowledge article      |
| Evidence retrieval           | App, custom, or MCP tools          |
| Evidence narrative           | Autonomous evidence drafting agent |
| Human review                 | Approval workflow                  |
| Reviewer collaboration       | Slack escalation agent             |
| Audit trail                  | Runs and source-system updates     |

## Flow

```mermaid theme={null}
flowchart TD
  Start["Case ready for evidence"] --> Checklist["Load evidence checklist"]
  Checklist --> Collect["Collect approved evidence"]
  Collect --> Complete{"Minimum evidence present?"}
  Complete -->|No| Missing["Request missing information"]
  Missing --> Account["Account communication agent"]
  Account --> Collect
  Complete -->|Yes| Draft["Evidence drafting agent"]
  Draft --> Validate["Validate packet structure"]
  Validate --> Approval["Human approval workflow"]
  Approval --> Decision{"Reviewer decision"}
  Decision -->|Approved| Submit["Submission workflow"]
  Decision -->|Changes requested| Draft
  Decision -->|Rejected| Manual["Manual handling queue"]
```

## Evidence Sources

Use sources that can be audited:

* Payment processor case details
* Transaction records
* Order or service records
* Account profile data
* Customer-facing policy pages
* Prior account communications
* Delivery, fulfillment, usage, or access logs when relevant
* Account-provided documents or statements

Avoid sources that are not tied to the account, transaction, or published policy.

## Approval Request Format

The approval workflow should send reviewers a structured request:

| Section                         | Contents                                                          |
| ------------------------------- | ----------------------------------------------------------------- |
| **Case summary**                | Case ID, amount, deadline, reason, and recommended path.          |
| **Evidence packet**             | Draft narrative and evidence list.                                |
| **Risks**                       | Missing facts, weak evidence, policy uncertainty, or timing risk. |
| **Decision buttons or options** | Approve, request changes, reject, or escalate.                    |
| **Required response format**    | Reviewer decision, comments, and approver identity.               |

## Human Approval Rules

Require approval when:

* The packet will be submitted externally
* The case value is above a threshold
* The deadline is near
* The evidence drafting agent reports low confidence
* A guardrail or escalation rule triggers
* The account or cardholder raises a legal or regulatory issue

<Tip>
  The reviewer should approve the final packet, not just the agent's reasoning. Keep the approval artifact close to what will be submitted or recorded.
</Tip>

## Related Docs

<CardGroup cols={2}>
  <Card title="Workflows" icon="diagram-project" href="/workflows/overview">
    Build the evidence and approval workflow.
  </Card>

  <Card title="Custom Tools" icon="code" href="/tools/custom-tools">
    Retrieve evidence from internal systems.
  </Card>

  <Card title="Escalation Rules" icon="arrow-up-right-from-square" href="/guardrails/escalation-rules">
    Route sensitive cases to reviewers.
  </Card>

  <Card title="Runs" icon="clock-rotate-left" href="/analytics/runs">
    Audit every evidence and approval step.
  </Card>
</CardGroup>