Operational Flow
Proactive Event Loop
Component Responsibilities
| Component | Responsibility |
|---|---|
| Customer WISMO deployment | Starts from a support ticket, chat, email reply, or customer message. |
| Backend event deployments | Start from OMS, WMS, supplier, inventory, carrier, or scheduled exception events. |
| WISMO orchestration workflow | Owns case state, deterministic branches, approvals, retries, follow-up timing, and closure. |
| Order context workflow | Pulls canonical order, shipment, fulfillment, inventory, supplier, carrier, hold, and support-history fields. |
| Order investigation agent | Resolves missing or conflicting facts before routing. |
| Condition routing workflow | Applies auditable condition labels and routes to the right specialist or controlled workflow. |
| Specialist agents | Handle standard status, supplier backorder, warehouse delay, split shipment, carrier exception, and delivered-not-received paths. |
| Customer communications agent | Sends replies and proactive updates with approved tone, current facts, next action, and follow-up timing. |
| Resolution eligibility workflow | Applies deterministic eligibility and approval rules before replacement, refund, cancellation, or address-change actions. |
| Slack escalation agent | Asks targeted internal questions, collects reviewer decisions, and writes structured answers back to the case. |
| Proactive follow-up monitor | Deduplicates backend events, compares them to prior customer updates, and triggers the right next action. |
Deterministic vs Autonomous
Use deterministic workflows for:- Customer/order identity checks
- Canonical data gathering
- Condition routing when backend statuses are clear
- Saved values and follow-up commitments
- Duplicate suppression
- Approval gates
- High-impact writes
- Closure and classification
- Interpreting conflicting order data
- Choosing which read-only tools to call next
- Explaining supplier, warehouse, and carrier exceptions
- Drafting customer-safe language
- Summarizing prior support history
- Asking internal teams focused questions
- Turning reviewer replies into structured case updates
Deployment Inventory
| Deployment | Trigger | Target | Mode to start |
|---|---|---|---|
| Customer WISMO intake | Ticket tag, chat intent, email rule, or support group | WISMO intake workflow or triage agent | Testing |
| OMS order event | Order status, hold status, cancellation, payment, or fulfillment change | OMS event workflow | Testing |
| WMS fulfillment event | Pick delay, short pick, label creation, pack completion, or handoff event | Warehouse event workflow or agent | Testing |
| Supplier and inventory event | Supplier ETA, allocation, stockout, or inbound receiving change | Supplier backorder agent | Testing |
| Carrier tracking event | First scan, no movement, delivery attempt, RTS, delivered, or investigation update | Carrier event workflow or agent | Testing |
| Scheduled exception sweep | Hourly or business-hours schedule | Proactive follow-up monitor | Testing |
| Slack escalation | Internal review thread reply or app mention | Slack escalation agent | Testing |
Related Docs
Routing and Orchestration
Choose the right mix of deployments, workflows, agents, and human review.
Custom Webhooks
Trigger Duckie from OMS, WMS, supplier, inventory, and carrier systems.
Scheduled Deployments
Run exception sweeps and follow-up monitors.
Runs
Inspect each WISMO run and tool call.