Build an AI Agent to Triage Order Change Requests with Human Approval

An order change should become a tracked case, not another email chain

Our wholesale operations team receives around 120 order-related emails each business day. Requests include address changes, quantity adjustments, delivery questions, and cancellation enquiries.

We need an AI agent that prepares these requests for action while keeping consequential decisions under staff control.

The workflow

A new email arrives in a dedicated Microsoft 365 mailbox. The agent identifies the request type, extracts the order reference, and retrieves the relevant order from our internal REST API.

It then creates a case in our operations board, records missing information, and prepares a response or proposed change.

A staff member reviews the case before any external message is sent or order data is changed.

Three situations the system must handle

For a valid request with a matching order, prepare a structured recommendation and request approval.

For an ambiguous request or missing order reference, place the case in a clarification queue.

For an unsupported request, conflicting order data, or an integration failure, stop the automated path and assign the case to a human.

Non-negotiable controls

- No order changes or outbound messages without approval.

- Permissions enforced in application code.

- Persistent state across approval delays and service restarts.

- Duplicate-email detection and safe retry behaviour.

- A recorded link between the original request, proposed action, approver, and execution result.

- A pause control for operations staff.

The scope covers one mailbox, one order API, and one operations board. Refunds, payment processing, and unrestricted mailbox access are excluded.

We will provide sandbox access and 50 anonymised examples, including exceptions. Delivery requires an end-to-end demonstration, test results, deployment instructions, and an operator runbook.

In your proposal, explain how you would prevent duplicate actions and recover a workflow when an API response is lost after an update.