Orders on hold cleared before the customer notices
Every warehouse has a queue of orders on hold: short picks, failed addresses, credit holds, damaged cartons, missing paperwork. Each one needs someone to read three systems and make a call. This build does the reading, proposes the next action, handles the routine cases itself, and routes the rest to the right person.
Background
Third-party and in-house warehouses run on a WMS, an orders inbox, carrier portals and a stack of inbound documents. The exception queue is worked by whoever is free, usually late in the shift, and the same problems repeat because nobody has time to look for the pattern.
Challenge
Exceptions are varied and the right answer depends on context: the customer, the stock elsewhere, the carrier’s rules, the credit position. A rigid automation breaks on the first odd case. The agent has to read, decide within clear limits, and hand over cleanly when it should not act alone.
What we build
- An exceptions board that reads every hold and moves it through four columns: new, auto-resolved, needs a decision, escalated, each with the proposed action and the reason
- Routine fixes handled automatically within written limits: alternative bins, address confirmation by WhatsApp, safe splits and substitutions
- Anything involving money, damage or compliance routed to a named owner with the case already prepared
- Inbound documents read and matched: delivery notes to PO lines, invoices to prices, certificates to expiry dates
- Bins flagged for cycle counts when picks and system stock disagree, so accuracy improves over time
- A live floor and dock view: where pickers are, which bins are flagged, which dock is free, and where the next arrival should go
How it runs
Connectors to the WMS and order system, email and WhatsApp channels, document reading for PDFs and photos, Claude for decisions within rules, carrier APIs, a full log of every action taken and why.
What it delivers
Built on the agent patterns we already run elsewhere, connected to your WMS and carriers, and tuned with your supervisors on the floor before every shift uses it.
The common exceptions cleared without waiting for someone to be free.
The hard cases arrive with the facts gathered, so a decision takes minutes.
What the agent did, why, and who approved it, ready for audit.
Other work
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Score with reasons, not a black box
Walk through your apartment before it is built, with the real view from your floor
Each unit type set up in under 7 minutes
Tell us what slows your business down
Thirty minutes on a video call. We will tell you honestly whether AI can help, what it would take, and roughly what it would cost. No slides. No hard sell.