Workflows Overview

Workflows are visual automations that define exactly how Duckie handles specific scenarios with deterministic, step-by-step execution.

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What is a Workflow?

A workflow is a visual graph of connected nodes that define a precise execution path. Each node performs an action or makes a decision, and edges connect nodes to define the flow. Unlike runbooks (which give agents flexibility), workflows follow explicit branches and conditions every time.

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When to Use Workflows

Workflows are ideal when:

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Workflow Components

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Nodes

Nodes are the building blocks of workflows:

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Edges

Edges connect nodes and define the flow:

• Success path — Where to go when the node succeeds
• Failure path — Where to go when the node fails
• Branch paths — Decision outputs evaluated in order, with an else path when nothing matches

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Inputs and Outputs

Each node can:

• Accept inputs — Manual values, ticket data, saved values, previous node outputs, or AI-generated values
• Produce outputs — Data passed to subsequent nodes

Tool nodes can also call another agent as a sub-agent. Use this when a workflow needs a specialized agent to complete one part of the process.

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Example Workflow

Refund Request Workflow: What this does:

1. Extracts the order number from the customer’s message
2. Looks up the order in your system
3. Checks if it’s within the return window
4. Either processes the refund OR explains the policy
5. Sends the appropriate response

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Workflows vs Runbooks

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Choose Workflows When

• Process must be identical every time
• Audit trails require deterministic paths
• Multiple tools must execute in exact order
• Branching logic is complex but well-defined

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Choose Runbooks When

• Conversations vary significantly
• AI judgment improves outcomes
• Quick iteration is important
• Instructions are easier than flowcharts

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Workflow Versions

Workflow edits are saved as versions:

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Next Steps