Skip to main content
Tools are the actions your agents can perform - from searching knowledge to updating tickets to calling external APIs and MCP servers. Duckie organizes tools into four categories: Duckie Tools, App Tools, Custom Tools, and MCP Servers.

​
Choose a Tool Type

​
Where Tools Are Used

​
Runbooks

Reference tools inline in runbook instructions:
The agent knows to call that specific tool when following the runbook.

​
Workflows

Use Tool nodes to execute tools in a deterministic flow:
  1. Add a Tool node.
  2. Select a tool.
  3. Map inputs from the conversation or previous nodes.
  4. Handle success and failure outputs.

​
Agents and Assistant

Control which tools a customer-facing agent can use from the agent’s Tools configuration. Control which tools the internal assistant can use from Settings → Assistant.

​
Access Control

Tool access lets you:
  • Restrict sensitive actions to specific agents
  • Create agents with limited capabilities
  • Prevent unintended tool usage
  • Keep assistant access separate from customer-facing agent access

​
Next Steps

Duckie Tools

Review built-in support actions

App Tools

Use tools from connected integrations

Custom Tools

Define HTTP-based API tools

MCP Servers

Discover tools from MCP servers