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Agent

An AI assistant built in your ticketing system/websites that can resolve customer support tickets.

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Workspace

The platforms where Duckie can be deployed — Zendesk, Intercom, Slack, Discord, Teams, and your own tools via API.

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Knowledge Sources

The documents and data that Duckie uses to search from and generate accurate answers. Includes help centers, Notion pages, Confluence, PDFs, past tickets, and more.

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Agent Tools

APIs and prebuilt connectors that allow Duckie to take actions in systems (like fetching logs, checking subscription status, or issuing refunds). You can use out-of-the-box tools or connect your own APIs.

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Workflows

Logic flows that define how your agent behaves in different support scenarios. Workflows can answer questions, take actions via Agent Tools (e.g. process refund), or escalate to a human. Built with a no-code interface.

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Nodes

Building blocks of a workflow (e.g. “Respond”, “Condition”, “API call”, “Escalate”). Each node represents one step in the ticket resolution process.

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Guidelines

Custom rules that help Duckie respond more accurately to different situations. Includes general behavior and case-specific instructions.