Condition Routing and Agents

Condition routing is the core of the WISMO system. The customer may ask the same question every time, but Duckie should not answer every order-status request the same way. Use a workflow for the routing layer. Use specialist agents for the exception-specific investigation and response.

Routing Workflow

Condition Matrix

Condition	Trigger examples	Handler	Expected output
Standard in transit	Carrier ETA exists, latest scan is current, no unresolved contacts	Standard status agent	Current status, ETA, tracking link, follow-up only if ETA changes.
Processing within SLA	OMS processing, WMS not started, still inside fulfillment SLA	Standard status agent	Expected ship-by date and clear next checkpoint.
Supplier backorder	Supplier ETA moved, allocation shortage, inbound PO delayed	Supplier backorder agent	Customer-safe explanation, wait/cancel/alternate options, next supplier check.
Allocation conflict	Inventory exists but is reserved or allocation failed	Supplier backorder agent	Explanation that availability changed before fulfillment, escalation if exception needed.
Warehouse pick delay	Pick pending beyond SLA, short pick, SKU quarantine, cycle-count mismatch	Warehouse investigation agent	Warehouse status, trace action, next checkpoint, escalation threshold.
Label created, no pickup	Label exists but no first physical scan after threshold	Carrier exception agent	Handoff explanation, trace action, follow-up checkpoint.
No tracking movement	No carrier scan for threshold period	Carrier exception agent	Carrier investigation status, expected investigation SLA, replacement/refund review if needed.
Delivery failed	Address issue, access issue, business closed, recipient unavailable	Carrier exception agent	Carrier reason, reattempt or pickup options, address-verification path.
Return-to-sender	Carrier status says return-to-sender or attempts exhausted	Carrier exception agent plus resolution workflow	Resolution choices and approval path.
Partial shipment	Some items shipped or delivered while others are pending	Split shipment agent	Itemized shipment map and per-shipment status.
Delivered not received	Carrier delivered, customer says not received	Delivered-not-received agent plus resolution workflow	Delivery proof review, investigation path, approval recommendation.
Fraud, payment, or address hold	OMS hold status, payment review, address verification	Guarded hold workflow plus communications agent	Approved verification request or internal escalation.
Repeated contact	Same order has 2+ WISMO contacts before resolution	Priority escalation workflow plus Slack agent	Summary of prior updates and human review request.

Specialist Agent Contracts

Each specialist agent should return the same output shape:

Output	Description
`condition_type`	The specific WISMO condition detected.
`customer_safe_summary`	Facts that can be shared with the customer.
`internal_summary`	Operational details for CX or operations only.
`recommended_action`	Answer, monitor, trace, investigate, replacement review, refund review, or escalate.
`customer_options`	Wait, cancel, alternate item, address correction, hold for pickup, replacement, or refund if allowed.
`follow_up_reason`	Why Duckie should check again later.
`next_follow_up_due_at`	The promised or internal follow-up time.
`confidence`	High, medium, or low. Low confidence should trigger review.

Agent Responsibilities

Agent	Scope	Avoid
Standard status agent	Normal processing, in-transit, delivered, and within-SLA states.	Inventing ETAs or using generic time windows.
Supplier backorder agent	Supplier ETA, allocation, preorder/backorder, and approved substitute paths.	Blaming suppliers or offering unapproved component alternatives.
Warehouse investigation agent	Pick/pack delay, short pick, SKU quarantine, label-created-no-handoff, and SLA breach.	Promising warehouse action that the WMS does not support.
Split shipment agent	Multi-shipment itemization and per-item status explanation.	Hiding that only part of the order shipped.
Carrier exception agent	No scan, no movement, delivery failure, return-to-sender, investigation status.	Treating label creation as physical carrier possession.
Delivered-not-received agent	Delivery proof, address, customer history, and replacement/refund review recommendation.	Approving high-value replacements without the resolution workflow.
Customer communications agent	Customer-facing replies and proactive updates.	Exposing internal risk signals or operational blame.

Keep the Workflow Small

Do not create a workflow branch for every carrier scan code, supplier note, warehouse exception, or SKU-specific rule. Keep the routing workflow focused on stable condition families, then update specialist agent instructions, runbooks, knowledge, and guardrails as operations change.

The routing workflow should decide who handles the case. The specialist agent should decide how to interpret the facts and what customer-safe explanation to draft within its scope.

After routing and specialist agents:

Add proactive follow-up.
Add escalation and resolution.
Use the rollout plan before expanding live traffic.

Overview

Use Case Blueprints

Routing Workflow

Condition Matrix

Specialist Agent Contracts

Agent Responsibilities

Keep the Workflow Small

Next Pages

​Routing Workflow

​Condition Matrix

​Specialist Agent Contracts

​Agent Responsibilities

​Keep the Workflow Small

​Next Pages

Routing Workflow

Condition Matrix

Specialist Agent Contracts

Agent Responsibilities

Keep the Workflow Small

Next Pages