Logisticsapiemailwhatsapp

Shipment exception handling

When a delay or damage lands, impact is costed, the carrier rebooked and the customer hears before they ask.

In short

Shipment exception handling is an agent scenario in the Logistics sector running on the api, email, whatsapp channels. Trigger: Delay or damage exception from the carrier webhook. The Shipment Supervisor coordinates 3 specialist agents (Exception Agent, Impact Agent, Action Agent) across 4 systems (TMS (Transport Management), Carrier API, Salesforce CRM, WhatsApp Business API); of 10 steps, 2 write to systems and 2 are checks or approvals. Outcome: Shipment re-planned, exception closed with a cause code, customer told the new ETA. Approval rule: Extra cost > 1,000 € → dispatch lead approval.

Logistics

Shipment exception handling

run #41,290,388elapsed 0 mstokens 0est. cost $0.000status —Approval rule: Extra cost > 1,000 € → dispatch lead approval

Agents in this run

Shipment Supervisorsupervisorplans, routes, approves

Exception Agentaginies-sunkar-1 · on-premClassifies the exception and its severity

Impact Agentaginies-tulpar-4 · on-premCosts SLA and penalty exposure

Action Agentaginies-talay-2 · on-premRebooks the carrier and communicates with the customer

Audit trail00:00.00

Carrier webhook: shipment SH-4471820 "delayed – hub congestion", ETA +36 h
Shipment: 14 pallets, cold chain, customer C-2081, due Wed 08:00
Exception class: delay · severity high (cold chain, contractual SLA)
Customer SLA: 98% on-time, penalty 250 € per late pallet-day
Estimated impact: 3,500 € penalty + reefer risk; alternative carrier +1,200 €
Policy: rebooking allowed if extra cost < 40% of penalty exposure → 34% → allowed
Extra cost > 1,000 € → dispatch lead approval (approved in 6 min)
Pickup rebooked with carrier B, new ETA Wed 06:30, reference RB-88231
Shipment re-planned, exception closed with cause code "hub congestion"
Customer logistics contact told the new ETA, account manager copied by e-mail
■completed

Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus

Trigger

Delay or damage exception from the carrier webhook

Outcome

Shipment re-planned, exception closed with a cause code, customer told the new ETA

Agents

SUPERVISOR

Shipment Supervisor

Decomposes the objective, delegates to agents, manages approval points, merges the result.

aginies-sunkar-1 · on-prem

Exception Agent

Classifies the exception and its severity

classify_exceptionget_shipment_status

aginies-tulpar-4 · on-prem

Impact Agent

Costs SLA and penalty exposure

get_customer_slaestimate_delay_costsearch_contract_terms

aginies-talay-2 · on-prem

Action Agent

Rebooks the carrier and communicates with the customer

rebook_carrierupdate_shipmentcreate_claimsend_whatsappsend_email

Steps

#	Kind	Agent	What happens	System	ms	tok
01	ingest	Shipment Supervisor	Carrier webhook: shipment SH-4471820 "delayed – hub congestion", ETA +36 h	—	180	—
02	tool	Exception Agent	Shipment: 14 pallets, cold chain, customer C-2081, due Wed 08:00	TMS (Transport Management)	400	—
03	reason	Exception Agent	Exception class: delay · severity high (cold chain, contractual SLA)	—	540	460
04	tool	Impact Agent	Customer SLA: 98% on-time, penalty 250 € per late pallet-day	Salesforce CRM	380	—
05	reason	Impact Agent	Estimated impact: 3,500 € penalty + reefer risk; alternative carrier +1,200 €	—	720	880
06	verify	Impact Agent	Policy: rebooking allowed if extra cost < 40% of penalty exposure → 34% → allowed	—	340	260
07	approval	Shipment Supervisor	Extra cost > 1,000 € → dispatch lead approval (approved in 6 min)	—	2,600	—
08	write	Action Agent	Pickup rebooked with carrier B, new ETA Wed 06:30, reference RB-88231	Carrier API	620	—
09	write	Action Agent	Shipment re-planned, exception closed with cause code "hub congestion"	TMS (Transport Management)	420	—
10	notify	Action Agent	Customer logistics contact told the new ETA, account manager copied by e-mail	WhatsApp Business API	260	—

Simulation metrics (estimated)

12,800runs / month

95.5%success

6.5 sp50

$0.0037est. cost / run

Approval rule

Extra cost > 1,000 € → dispatch lead approval

Step profile

ingest · 1reason · 2tool · 2verify · 1approval · 1write · 2notify · 1

SYSTEMS

TMS (Transport Management)core
Carrier APIapi
Salesforce CRMcrm
WhatsApp Business APIchannel

What you need to run it

Read/write API or MCP server and a service account for the core system
Credentials and a test environment for the enterprise APIs involved
CRM API access and a customer matching key
Channel integration (WhatsApp Business API, SMS gateway or in-app widget)
An authorised role and approval channel for the approval rule (mobile approval card, e-mail or ticket)
SSO with the organisation’s identity provider and a scenario-specific authorisation group

Global pattern

Mirrors control-tower exception management at global 3PLs and parcel networks

Packages that include this scenario Logistics control tower → Sector: Logistics →

Related agents

LogisticsHITL

Control tower: delay prediction, rerouting, customer notice, SLA

The telematics signal catches the delay early; alternative route and carrier chosen, customer informed, SLA compensation computed.

96,000 runs / month 93.4% success 5 agents

LogisticsHITL

Customs document preparation

HS codes, invoice and packing list prepared in minutes; only low-confidence lines reach a customs specialist.

4,300 runs / month 94.7% success 4 agents

Time to move from experimenting with AI to transforming with it.

In a 30-minute discovery session we take your 2–3 priority business problems, show a live demo of a similar scenario, and draft a roadmap that starts with the Value layer.

Book a 30-minute discovery session → dahi@aginies.com

Your 2–3 priority problems
Live demo of a similar scenario
Roadmap starting with value analysis