Ops Assistant Journey

Role: Hybrid human + automation layer for proactive field operations support
Org: Kaya Sync
Scope: Platform-wide

The Ops Assistant role has two dimensions:

1. Human Ops Assistant, a Kaya Sync staff member who handles manual escalations from field operators
2. Automation Layer, a rules engine that monitors the platform and proactively triggers actions

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A. Automated Layer

The automation layer runs continuously and fires actions based on defined rules. It does not require human input unless escalation is needed.

Trigger: Late Order Detection

Condition: Order has been in InTransit for longer than the expected transit time for the corridor
Action:

1. System identifies the assigned operator and current GPS position
2. Sends automated SMS/Push to operator: "Your order [ID] is running late. Please update your ETA."
3. Notifies assigned Dispatcher of the delay
4. If no response within configured window: escalates to Human Ops Assistant

Trigger: SOD Attestation Not Completed

Condition: Operator has active assignments but has not completed SOD attestation by the configured daily cut-off time
Action:

1. Sends reminder SMS to operator: "Please complete your vehicle attestation to continue receiving orders."
2. If still not completed after second reminder: flags operator as unavailable for new assignments
3. Notifies Dispatcher that the operator is not attestation-compliant

Trigger: Document / Scan Not Submitted

Condition: A scan was created but video upload has not been submitted within the expected time window
Action:

1. Sends SMS reminder to operator: "Scan [type] for order [ID] is pending upload. Please ensure you have connectivity."
2. If unresolved: escalates to Human Ops Assistant

Trigger: Auto-Allocation

Condition: An order has been in ReadyForDispatch for longer than the SLA threshold with no operator assigned
Action:

1. System identifies the best-matched available operator:
   • Active status
   • Valid SOD attestation
   • Sufficient remaining capacity
   • Located within or near the origin corridor
   • Highest trust tier available
2. Automatically assigns the order to the operator
3. Notifies the operator and Dispatcher of the assignment
4. Logs the auto-allocation event with rationale

Trigger: Designee Unreachable at Delivery

Condition: Operator has initiated delivery scan but OTP has not been confirmed within the configured time window
Action:

1. Sends a second OTP to the Designee's phone
2. Notifies Human Ops Assistant of the unconfirmed delivery
3. Human Ops Assistant attempts to reach Designee via alternative channels

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B. Human Ops Assistant

Step B.1: Receive Escalation

Human Ops Assistant receives escalations from:

• Automated layer (unresolved late orders, unreachable designees, stuck scans)
• Operators using one-tap escalation in the mobile app
• Dispatchers who cannot resolve an issue through normal means

Step B.2: Triage the Issue

Ops Assistant reviews the escalation context:

• Order ID, container IDs, assigned operator
• Current state of the order and containers
• Relevant notifications already sent
• Operator's last known GPS and telemetry

Step B.3: Resolve or Escalate Further

Issue Type	Resolution Path
Late order, operator responsive	Confirm updated ETA; update Dispatcher
Late order, operator unresponsive	Initiate operator welfare check; escalate to Dispatcher for reassignment
Designee unreachable	Attempt phone contact; if unresolved, escalate to Ops Supervisor for manual delivery recording
Scan stuck / upload failure	Guide operator through reconnect/retry; log connectivity issue
Operator needs guidance (low literacy)	Voice-guided support via phone call; step-by-step instruction
Dispute escalation	Route to Internal Ops Supervisor

Step B.4: Log Resolution

• All actions taken by Human Ops Assistant are logged in the Event Store
• Resolution notes attached to the relevant order/container record

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Edge Cases

Scenario	Behaviour
Auto-allocation assigns to an operator who then declines	System re-allocates to next best match; Dispatcher notified
Designee contacts Kaya Sync directly about non-delivery	Human Ops Assistant coordinates with Ops Supervisor to review custody chain
Automation layer fires duplicate alerts	Idempotency enforced, same trigger cannot fire the same alert twice within the cooldown window

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