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Documentation Index

Fetch the complete documentation index at: https://docs.duckie.ai/llms.txt

Use this file to discover all available pages before exploring further.

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.

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Choose a Tool Type

Tool typeUse it forWhere it comes from
Duckie ToolsCore support actions like responding, searching knowledge, escalating, and saving valuesBuilt into Duckie
App ToolsActions from connected platforms like Zendesk, Slack, Jira, Linear, Intercom, and HubSpotConnected integrations
Custom ToolsHTTP calls to your own services or third-party APIsTools you define in Duckie
MCP ServersTools exposed by remote Model Context Protocol serversMCP server discovery

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Where Tools Are Used

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Runbooks

Reference tools inline in runbook instructions: 
Ask for the customer's order number.

Use **[Order Lookup]** to find their order in the system.

If the order is found, share the status and tracking information.
The agent knows to call that specific tool when following the runbook.

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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.

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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.

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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

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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