Operational Flow
Reporting and Improvement Loop
Component Responsibilities
| Component | Responsibility |
|---|---|
| Intake deployment | Starts the system from a ticket, webhook, or processor event. |
| Dispute handling workflow | Owns case state, deterministic branches, retries, and handoffs. |
| Case validation workflow | Normalizes the case record and checks required fields. |
| Reason classification agent | Interprets messy dispute text and chooses the most likely reason. |
| Decision policy workflow | Applies deterministic accept, counter, close, and escalation rules. |
| Account communication agent | Contacts the account or merchant for missing information. |
| Evidence preparation workflow | Calls tools and agents to assemble the draft evidence packet. |
| Human approval workflow | Requires a reviewer decision before final submission. |
| Slack escalation agent | Sends structured questions and returns structured answers through the internal review channel. |
| Duckie Assistant reporting agent | Reads runs and posts a scheduled digest for stakeholders. |
| Duckie Assistant feedback agent | Reviews runs and corrections to recommend improvements to Duckie configuration. |
Deterministic vs Autonomous
Use deterministic workflows for:- Required field checks
- Deadline calculation
- Branch routing
- Approval gates
- Submission status changes
- Retrying failed tool calls
- Calling reusable subflows
- Classifying unclear reason codes
- Reading free-form dispute notes
- Drafting account messages
- Drafting evidence narratives
- Summarizing reviewer feedback
- Explaining daily operational trends
- Delegating narrow tasks to other agents
Deployment Inventory
| Deployment | Trigger | Target | Mode to start |
|---|---|---|---|
| Dispute intake | Ticketing event, custom webhook, or processor webhook | Dispute handling workflow | Testing |
| Slack escalation | Internal Slack channel or responder behavior from workflow | Escalation agent | Testing |
| Daily stakeholder report | Scheduler, such as weekdays at 9 AM | Duckie Assistant reporting agent | Testing |
| Feedback review | Scheduler or manual internal request | Duckie Assistant feedback agent | Testing |
Related Docs
Deployments
Learn how deployments connect triggers to agents and workflows.
Custom Webhooks
Trigger Duckie from external systems.
Scheduled Deployments
Run reporting and review loops on a schedule.
Runs
Inspect what happened during each case.