Duckie tools are built-in capabilities your agents use for common support tasks.Documentation Index
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Built-In Tools
| Tool | Available in | Description |
|---|---|---|
| Responder | Runbooks and workflows | Sends a generated or static message to the customer |
| Ask and Wait | Workflows | Asks a question, pauses the run, and waits for the customer to respond |
| Search Company Docs | Runbooks and workflows | Searches ingested company documentation and connected knowledge sources |
| Resolve Address | Runbooks and workflows | Resolves a free-form address or location query into coordinates |
| Escalator | Runbooks and workflows | Escalates a conversation and sends customer/internal handoff messages |
| LLM Call | Workflows | Runs an additional AI operation without sending a customer message |
| Save Value | Runbooks and workflows | Stores a value for later use |
| Support Knowledge Tree | Runbooks and workflows | Lists folders in the curated internal support knowledge base |
| Read Support Knowledge | Runbooks and workflows | Reads content from a leaf folder in the support knowledge base |
| End Run | Workflows | Ends the current agent run |
| Sleep | Runbooks | Pauses execution for a short delay before continuing |
Responder
Responder sends a customer-facing message. The message can be generated by AI or provided as static text. It gathers context, applies guidelines, follows guardrails, and sends the response through the conversation’s source channel.Ask and Wait
Ask and Wait sends a clarifying question and pauses workflow execution until the customer replies. Use it when the agent cannot continue safely without more information, such as an order number, account email, or preferred option.Search Company Docs
Search Company Docs finds relevant content from ingested company documentation, help centers, docs sites, Notion, Confluence, Slack, and other connected knowledge sources. Use it before answering product, policy, troubleshooting, or process questions that should be grounded in your knowledge base.Resolve Address
Resolve Address turns a free-form address or location phrase into one or more latitude/longitude candidates. Use it when the agent has a fuzzy or ambiguous address-like input and needs coordinates before calling a location-aware tool.Escalator
Escalator hands the conversation to a human agent and can send both a customer message and an internal handoff message. Use it when a guardrail requires escalation, the customer asks for a person, or the agent cannot complete the request.LLM Call
LLM Call runs a custom AI operation inside a workflow. It does not send a message to the customer. Use it for transformations like summarizing a conversation, extracting a normalized value, rewriting text, or classifying a situation.Save Value
Save Value stores information for later use. Use it when one step needs to pass a generated, extracted, or tool-returned value to a later step. Values can be scoped to the current run or persisted for the ticket.Support Knowledge Tree
Support Knowledge Tree returns the folder structure of Duckie’s curated internal support knowledge base. Use it to find the folder ID before reading support knowledge content.Read Support Knowledge
Read Support Knowledge reads the content of a leaf folder in the curated internal support knowledge base. Use it after Support Knowledge Tree when the agent needs the actual procedures, policies, edge cases, or how-to content in a folder.End Run
End Run terminates the current workflow run. Use it when a workflow reaches a final state and no further action should happen.Sleep
Sleep pauses runbook execution for up to 60 seconds before continuing. Use it when the agent should wait briefly before a follow-up action, such as re-checking an external resource or pacing calls to another system.Related Pages
Runbooks
Use tools in natural-language instructions
Workflows
Use tools in Tool nodes