Proactive Follow-Up

Proactive follow-up is the primary differentiator for WISMO. The system should not wait for a customer to open another ticket when backend status changes. The proactive monitor should remain deterministic: deduplicate events, load saved commitments, compare the new status to the last customer update, and decide whether any action is needed. When the change needs interpretation or wording, the monitor calls a specialist agent and the customer communications agent.

Event Decision Flow

Recommended Triggers

Backend event	Proactive behavior
Supplier ETA moved later by more than threshold	Notify customer, explain the delay, offer allowed options, and save next supplier check.
Supplier ETA becomes available after unknown ETA	Notify customer with the new date and confidence caveat.
Warehouse pick exceeds SLA	Notify customer before they ask and commit to the next checkpoint.
Label created but no first carrier scan after threshold	Notify customer that handoff is being verified and start allowed trace path.
Carrier scan resumes after stalled tracking	Notify customer that movement resumed and provide updated ETA if available.
Delivery attempt failed	Notify customer with carrier reason and available reattempt, pickup, or address options.
Return-to-sender begins	Notify customer and route refund/replacement choices through approval thresholds.
Partial shipment created	Notify customer that items are shipping separately and itemize each shipment.
Delivered event received for an open WISMO case	Close the loop with delivery confirmation and reopen path if there is a problem.
Follow-up due and no backend change	Send a brief checkpoint if Duckie promised it, or escalate before the promise is missed.

Saved Values

Saved value	Purpose
`wismo_case_id`	Stable case key.
`order_id` and `shipment_id`	Prevent duplicate updates across related events.
`condition_type`	Current routed condition.
`last_backend_status_seen`	Webhook idempotency and dedupe key.
`last_customer_update_at`	Prevent over-messaging.
`last_status_sent`	Avoid repeating the same facts.
`next_follow_up_due_at`	Make customer promises auditable.
`follow_up_reason`	Explain why the next run should occur.
`customer_action_options`	Keep offered options consistent across runs.
`human_owner`	Track ownership for escalated cases.

Messaging Rules

Do not send duplicate updates for the same backend status.
Do not send a proactive update if a human support teammate sent a newer public reply with the same facts.
Update an existing ticket or conversation when one is open.
Create a proactive outbound conversation only when there is no active support thread and policy allows it.
If the status is worse than the last update, say what changed and what Duckie is doing next.
If the status improves, close the loop and reduce the chance of another inbound WISMO ticket.
If Duckie promised a follow-up and there is no new backend update, send a brief checkpoint or escalate before the promised time is missed.

Proactive Update Template

Use this structure for customer-facing updates:

What changed since the last update
What Duckie knows from the order, warehouse, supplier, or carrier systems
What Duckie is doing next
Any customer options, if policy allows them
When the customer will hear back again

Do not use proactive updates as generic marketing or reassurance copy. The update should contain a real status change, a promised checkpoint, or a useful action path.

Test Cases

Before enabling live proactive messages, replay cases for:

Duplicate carrier webhooks
Supplier ETA moving later, then earlier
Human reply after Duckie saved a follow-up
Label created without pickup scan
Partial shipment with one delivered item and one pending item
Delivered-not-received case that should escalate
Follow-up due with no backend change

After proactive follow-up:

Add escalation and resolution.
Use rollout plan to expand event coverage safely.

Overview

Use Case Blueprints

Event Decision Flow

Recommended Triggers

Saved Values

Messaging Rules

Proactive Update Template

Test Cases

Next Pages

​Event Decision Flow

​Recommended Triggers

​Saved Values

​Messaging Rules

​Proactive Update Template

​Test Cases

​Next Pages

Event Decision Flow

Recommended Triggers

Saved Values

Messaging Rules

Proactive Update Template

Test Cases

Next Pages