Logistics and ops - when an agent may act vs escalate CTA word: PLAYBOOK
Built for exception queues: short-ships, ASN mismatches, carrier delays, inventory holds, invoice disputes. Fill with your codes.
1. Exception taxonomy
For each code note: meaning, auto-resolve Y/N, escalate-to, SLA. Start with EX-01 through EX-05.
2. Decision tree
- Classify the exception.
- If auto-resolve = N -> open approval gate, stop.
- If auto-resolve = Y -> check thresholds (value, customer tier, safety).
- If over threshold -> escalate.
- Else act, write audit row, notify channel.
3. Context the agent must load
- Order / shipment / ASN identifiers
- Customer tier and contract notes
- Prior exceptions on the same entity (last 30 days)
- Carrier / vendor performance flag if any
4. Allowed actions (edit for your stack)
- Reprioritize pick / wave
- Create a hold
- Request a corrected ASN
- Draft (not send) a customer note for human send
- Never: invent inventory, change price, waive fee without gate
5. Escalation packet
- One-line summary
- Recommended action + alternatives
- Risk if delayed
- Links into the system of record
6. Feedback loop
- Every override tagged: wrong class / wrong action / missing context / policy gap
- Weekly: top override reasons update taxonomy or thresholds
7. Anti-patterns
- Letting the agent be helpful outside the taxonomy
- Silent retries that double-write
- Escalating everything or nothing
Pair with GATES and READY.
Team Nebula / teamnebula.ai