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.Next Pages
After routing and specialist agents:- Add proactive follow-up.
- Add escalation and resolution.
- Use the rollout plan before expanding live traffic.