System Map

This system is built around a deterministic workflow backbone. Deployments bring WISMO work into Duckie, workflows hold case state and approval gates, and autonomous agents handle investigation, interpretation, customer communication, and internal review.

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

Use autonomous agents for:

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

When a WISMO step must happen the same way every time, make it a workflow. When it needs interpretation, make it an agent called by the workflow.

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

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.

Overview

Use Case Blueprints

Operational Flow

Proactive Event Loop

Component Responsibilities

Deterministic vs Autonomous

Deployment Inventory

Routing and Orchestration

Custom Webhooks

Scheduled Deployments

Runs

​Operational Flow

​Proactive Event Loop

​Component Responsibilities

​Deterministic vs Autonomous

​Deployment Inventory

​Related Docs

Routing and Orchestration

Custom Webhooks

Scheduled Deployments

Runs

Operational Flow

Proactive Event Loop

Component Responsibilities

Deterministic vs Autonomous

Deployment Inventory

Related Docs