The Message Flow
When a customer sends a message, Duckie follows an intelligent workflow:Step-by-Step Breakdown
1. Receive & Route
When a message arrives from a connected channel (Zendesk, Slack, Intercom, etc.):- Webhook handler receives the event from the external platform
- Signature verification ensures the request is authentic
- Deployment matching finds which agent should handle this message
- Run record is created to track the execution
Each message creates a “run” — a complete record of how Duckie handled the conversation, including all reasoning and tool calls.
2. Check Guardrails
Before processing, Duckie evaluates safety constraints:- Restrictions are checked first (highest priority)
- Escalation rules are evaluated against the conversation context
- If a guardrail triggers, the conversation may be escalated to a human
3. Execute Runbook/Workflow
The agent follows its configured runbook or workflow:- Knowledge search retrieves relevant information
- Tool calls perform actions (query external systems, update records, etc.)
- Context gathering builds understanding of the customer’s situation
4. Generate Response
Using all gathered context:- Guidelines shape the tone, format, and content
- Response generation creates a draft reply
- Validation ensures the response doesn’t violate any guardrails
5. Deliver & Classify
Finally:- Response delivery sends the message back through the source channel
- Classification assigns categories and attributes
- Resolution evaluation determines if the issue is resolved
Visibility & Transparency
Every step is logged and visible in the Duckie dashboard:- Run history shows all executions
- Step details reveal reasoning and tool calls
- Timeline view shows the full conversation flow
View Run History
Learn how to analyze agent execution
Deployment Modes
How responses are delivered depends on the deployment mode:| Mode | Behavior |
|---|---|
| Live | Agent responds directly to customers |
| Shadow | Agent drafts responses for human review |
| Testing | Agent runs in isolation for validation |
Learn about Deployment Modes
Choose the right mode for your use case