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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.

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Event Decision Flow

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Saved Values

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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.

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Proactive Update Template

Use this structure for customer-facing updates:
  1. What changed since the last update
  2. What Duckie knows from the order, warehouse, supplier, or carrier systems
  3. What Duckie is doing next
  4. Any customer options, if policy allows them
  5. 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.

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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

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Next Pages

After proactive follow-up:
  1. Add escalation and resolution.
  2. Use rollout plan to expand event coverage safely.