This guide walks you through creating workflows using the visual workflow builder.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.
Creating a New Workflow
Name Your Workflow
Give it a descriptive name:
- Good: “Refund Request Handler”, “Order Status Lookup”
- Avoid: “Workflow 1”, “New Workflow”
Using the Workflow Builder
The Canvas
The main area where you build your workflow:- Drag nodes to position them
- Click nodes to select and configure
- Drag from outputs to create connections
Node Palette
The builder starts each workflow with a Start node. From there, add:- Tool — Execute tools, runbooks, or other workflows
- Decision — Branch based on conditions
Properties Panel
Configure the selected node:Adding Nodes
Tool Nodes
Execute a tool or operation:Select Tool
Choose the Duckie tool, app tool, custom tool, MCP tool, runbook, or workflow to execute.
Configure Inputs
Map manual values, ticket data, saved values, previous node outputs, or AI-generated values to the tool’s inputs.
Decision Nodes
Branch based on rule or AI conditions:AI Decision Branches
Use an AI branch when a simple field comparison is not enough:Write the Prompt
Describe what the AI should evaluate (e.g., “Is the customer satisfied with the resolution?”).
Generate Values With AI
When configuring tool inputs, use Generate with AI to create a value from context. For example, a tool input can ask the AI to extract an order number from the latest message or summarize the conversation before calling another tool.Send Responses
Use a Tool node with the Responder tool when a workflow should send a customer-facing response.Connecting Nodes
Creating Connections
- Click and drag from a node’s output port
- Drop on another node’s input port
- The connection is created
Connection Rules
- Every node (except Start) needs at least one input connection
- Decision nodes have one output for each branch plus Else
- Tool nodes have Success and Failure outputs
Configuring Inputs
Variable Mapping
Map data between nodes using the properties panel: Available sources:| Source | Description |
|---|---|
| Manual Value | A fixed value you enter |
| Ticket Data | Fields from the conversation or source ticket |
| Previous Node | Output from an earlier node |
| Saved Value | A value saved earlier in the workflow |
| Generate with AI | A value generated from selected context |
| Multiple Items | A list of input values |
Testing Workflows
In the Builder
- Click Test in the builder
- Enter test inputs
- Run the workflow
- See which path was taken and outputs at each step
In Playground
- Assign the workflow to an agent
- Test in Test → Playground
- Conversation-level testing with full context
Publishing Workflows
Workflows start as drafts. To make available to agents:- Click Publish in the builder
- Confirm the publication
- Workflow is now available for agent assignment
You can continue editing a published workflow. Changes create a new draft that must be published to take effect.
Best Practices
Design
- Start simple — Build the happy path first, then add branches
- Name clearly — Use descriptive names for nodes and variables
- Group logically — Organize related nodes spatially
Testing
- Test each branch — Ensure all paths work correctly
- Test edge cases — What happens with missing data?
- Test failures — How does the workflow handle errors?
Maintenance
- Document decisions — Add notes explaining complex logic
- Version carefully — Test changes before publishing
- Monitor execution — Check run history for issues
Next Steps
Nodes & Conditions
Detailed node reference
Test Your Workflow
Validate in the playground