Asendia Claim Workflow

Overview

Complete lifecycle of an Asendia claim from portal submission through to final resolution. The workflow is orchestrated by Temporal, with automated email processing, LLM classification, reminder escalation, and human intervention gates.

Full Workflow Lifecycle

flowchart TD
    subgraph Portal["Portal Submission"]
        A([Customer submits claim<br/>via Claimit Portal]) --> B[Claim created in DB<br/>Status: New]
        B --> C{Client & Claim<br/>Reason?}
        C -->|Frasers Disputed Delivery| D[Select Frasers DD Template]
        C -->|Coat Paints| E[Select Coat Paints Template]
        C -->|All Others| F[Select Default Asendia Template]
        C -->|Spain Country 724| G[Route to Web Automation<br/>Not email workflow]
    end

    D --> H
    E --> H
    F --> H

    subgraph Submission["Claim Submission to Asendia"]
        H[Wait 20 minutes<br/>Allow user edits] --> I[Fetch claim & attachments]
        I --> J[Look up courier email<br/>from CourierEmails table]
        J --> K{DRY-RUN<br/>mode?}
        K -->|Yes| L[Log to Slack<br/>Skip sending]
        K -->|No| M[Send submission email<br/>via Microsoft Graph API]
        M --> N[Status: SubmittedSent]
    end

    N --> O

    subgraph MainLoop["Email Processing Loop"]
        O{Wait for email<br/>or timeout}
        O -->|Email received| P[EmailReceivedSignal]
        O -->|30 days no email| TIMEOUT

        P --> Q{Duplicate<br/>email?}
        Q -->|Yes| O
        Q -->|No| R[Send to LLM for<br/>classification]

        R --> S{Classification<br/>confidence?}
        S -->|Below 0.7 threshold| T[Skip email<br/>Low confidence]
        T --> O

        S -->|Above threshold| U{Classification<br/>type enabled?}
        U -->|No| O
        U -->|Yes| V[Process email details<br/>Extract amounts, reasons, refs]
    end

    subgraph Classification["Email Classification & Status Update"]
        V --> W{What did Asendia<br/>say?}

        W -->|"Claim logged/registered/received"<br/>Confidence boost to 0.95| ACK2[Status: SubmittedAck]
        W -->|Acknowledgment| ACK2
        W -->|Request more info| MI[Status: MoreInfo]
        W -->|Credit approved| CR[Status: Accepted]
        W -->|Rejection| RJ[Status: Rejected]
        W -->|Item found| FD[Status: Found]
        W -->|Chasing response| CH[Status: Chasing]

        ACK2 --> CONT[Continue waiting]
        MI --> CONT
        CH --> CONT
        CONT --> O
    end

    subgraph Reminders["Reminder & Escalation Logic"]
        O -->|7 days no response| R1{Reminder #1 Due}
        R1 --> HI1[Create Human Intervention<br/>Request: ReminderApproval]

        HI1 --> HR1{Human Decision}
        HR1 -->|Approve| SEND1[Send Reminder #1<br/>Status: Chasing]
        HR1 -->|Reject| O
        HR1 -->|Email arrives<br/>while waiting| CANCEL1[Auto-cancel intervention]
        CANCEL1 --> P
        SEND1 --> O

        O -->|14 days no response| R2{Reminder #2 Due}
        R2 --> HI2[Human Intervention<br/>Request]
        HI2 --> SEND2[Send Reminder #2<br/>Status: Chasing]
        SEND2 --> O

        O -->|21 days no response| R3{Reminder #3 Due}
        R3 --> HI3[Human Intervention<br/>Request]
        HI3 --> SEND3[Send Reminder #3<br/>TO ESCALATION EMAIL]
        SEND3 --> O
    end

    subgraph Final["Workflow Completion"]
        CR --> FIN
        RJ --> FIN
        FD --> FIN
        TIMEOUT[Timeout: 30 days<br/>no email received] --> FIN

        FIN([Finalize Workflow]) --> RES[Record result:<br/>FinalStatus, EmailsProcessed,<br/>Duration, CompletionReason]
        RES --> AUDIT[Write audit log<br/>10-20 business events]
        AUDIT --> DONE([Workflow Complete])
    end

    subgraph ContinueAsNew["Long-Running Protection"]
        O -->|20+ emails processed| CAN[Continue-As-New<br/>Preserve state, reset history]
        CAN --> O
    end

    style A fill:#e1f5fe,stroke:#0288d1,color:#000
    style B fill:#e1f5fe,stroke:#0288d1,color:#000
    style N fill:#e8f5e9,stroke:#388e3c,color:#000
    style ACK2 fill:#e8f5e9,stroke:#388e3c,color:#000
    style MI fill:#fff3e0,stroke:#f57c00,color:#000
    style CH fill:#fff3e0,stroke:#f57c00,color:#000
    style CR fill:#e8f5e9,stroke:#2e7d32,color:#000
    style RJ fill:#fce4ec,stroke:#c62828,color:#000
    style FD fill:#f3e5f5,stroke:#7b1fa2,color:#000
    style TIMEOUT fill:#fce4ec,stroke:#c62828,color:#000
    style DONE fill:#e8f5e9,stroke:#2e7d32,color:#000
    style G fill:#fff9c4,stroke:#f9a825,color:#000
    style HI1 fill:#fff9c4,stroke:#f9a825,color:#000
    style HI2 fill:#fff9c4,stroke:#f9a825,color:#000
    style HI3 fill:#fff9c4,stroke:#f9a825,color:#000
    style CAN fill:#f3e5f5,stroke:#7b1fa2,color:#000
    style L fill:#fff9c4,stroke:#f9a825,color:#000

Claim Status Transitions

stateDiagram-v2
    [*] --> New: Claim Created
    New --> SubmittedSent: Email sent to Asendia<br/>(after 20min delay)
    New --> WebAutomation: Spain claims only

    SubmittedSent --> SubmittedAck: Asendia acknowledges
    SubmittedSent --> Accepted: Credit approved
    SubmittedSent --> Rejected: Claim denied
    SubmittedSent --> Found: Item located
    SubmittedSent --> MoreInfo: Info requested
    SubmittedSent --> Chasing: Reminder sent

    SubmittedAck --> Accepted: Credit approved
    SubmittedAck --> Rejected: Claim denied
    SubmittedAck --> Found: Item located
    SubmittedAck --> MoreInfo: Info requested
    SubmittedAck --> Chasing: Reminder sent

    MoreInfo --> Accepted: Credit approved
    MoreInfo --> Rejected: Claim denied
    MoreInfo --> Chasing: Reminder sent

    Chasing --> Accepted: Credit approved
    Chasing --> Rejected: Claim denied
    Chasing --> Found: Item located
    Chasing --> Chasing: Another reminder sent

    Accepted --> [*]: FINAL
    Rejected --> [*]: FINAL
    Found --> [*]: FINAL

    note right of New: Status ID 1
    note right of SubmittedSent: Status ID 3
    note right of SubmittedAck: Status ID 4
    note right of MoreInfo: Status ID 2
    note right of Chasing: Status ID 7
    note right of Accepted: Status ID 5
    note right of Rejected: Status ID 9
    note right of Found: Status ID 12

Email Classification Pipeline

flowchart LR
    subgraph Input
        EMAIL[Incoming Email<br/>from Asendia]
    end

    subgraph LLM["LLM Classification"]
        PARSE[Parse email body] --> CLASSIFY[Send to OpenRouter<br/>LLM]
        CLASSIFY --> PRED[PredictedCategory<br/>+ Confidence Score]
    end

    subgraph AsendiaBoost["Asendia-Specific"]
        BOOST{"Matches pattern?<br/>claim (is)? (logged|<br/>registered|received)"}
        BOOST -->|Yes| HIGH[Boost confidence<br/>to 0.95]
        BOOST -->|No| KEEP[Keep original<br/>confidence]
    end

    subgraph Threshold["Threshold Check"]
        CHECK{Confidence<br/>>= 0.7?}
        CHECK -->|No| SKIP[Skip - low confidence]
        CHECK -->|Yes| ENABLED{Classification<br/>type enabled?}
        ENABLED -->|No| SKIP2[Skip - disabled]
        ENABLED -->|Yes| APPLY[Apply classification]
    end

    EMAIL --> PARSE
    PRED --> BOOST
    HIGH --> CHECK
    KEEP --> CHECK

    subgraph Outcomes
        APPLY --> CREDIT[CREDIT]
        APPLY --> REJECT[REJECTION]
        APPLY --> FOUND2[FOUND]
        APPLY --> MOREINFO[MORE_INFO]
        APPLY --> ACKNOWLEDGE[ACKNOWLEDGE]
    end

    style EMAIL fill:#e1f5fe,stroke:#0288d1,color:#000
    style HIGH fill:#e8f5e9,stroke:#388e3c,color:#000
    style SKIP fill:#fce4ec,stroke:#c62828,color:#000
    style SKIP2 fill:#fce4ec,stroke:#c62828,color:#000
    style CREDIT fill:#e8f5e9,stroke:#2e7d32,color:#000
    style REJECT fill:#fce4ec,stroke:#c62828,color:#000
    style FOUND2 fill:#f3e5f5,stroke:#7b1fa2,color:#000

Reminder Escalation Timeline

gantt
    title Reminder Schedule After Last Asendia Response
    dateFormat X
    axisFormat Day %s

    section Wait Periods
    Wait for response     :wait1, 0, 7
    Wait after Reminder 1 :wait2, 7, 14
    Wait after Reminder 2 :wait3, 14, 21
    Wait for timeout      :wait4, 21, 30

    section Actions
    Reminder 1 - Standard     :milestone, r1, 7, 0
    Reminder 2 - Standard     :milestone, r2, 14, 0
    Reminder 3 - ESCALATION   :milestone, r3, 21, 0
    TIMEOUT - Workflow Ends   :milestone, t1, 30, 0

Happy Path vs Problematic Paths

Happy Path — Credit Approved

sequenceDiagram
    participant U as User
    participant P as Portal
    participant W as Workflow
    participant A as Asendia

    U->>P: Submit claim
    P->>W: Create claim (Status: New)
    Note over W: Wait 20 minutes
    W->>A: Send submission email
    Note over W: Status: SubmittedSent
    A->>W: "Claim logged"
    Note over W: Status: SubmittedAck
    A->>W: "Credit approved £X.XX"
    Note over W: Status: Accepted
    W->>W: Finalize — SUCCESS

With Reminders — Eventually Rejected

sequenceDiagram
    participant W as Workflow
    participant H as Human Reviewer
    participant A as Asendia

    W->>A: Submit claim
    Note over W: Status: SubmittedSent
    Note over W,A: 7 days pass — no response
    W->>H: Intervention: Approve Reminder #1?
    H->>W: Approved
    W->>A: Reminder #1
    Note over W: Status: Chasing
    Note over W,A: 7 more days — no response
    W->>H: Intervention: Approve Reminder #2?
    H->>W: Approved
    W->>A: Reminder #2
    Note over W,A: 7 more days — no response
    W->>H: Intervention: Approve Reminder #3?
    H->>W: Approved
    W->>A: Reminder #3 (ESCALATION EMAIL)
    A->>W: "Claim rejected — insufficient evidence"
    Note over W: Status: Rejected
    W->>W: Finalize — REJECTED

Timeout — No Response

sequenceDiagram
    participant W as Workflow
    participant A as Asendia

    W->>A: Submit claim
    Note over W: Status: SubmittedSent
    Note over W,A: Reminders sent at days 7, 14, 21
    Note over W,A: 30 days total — no email received
    W->>W: TIMEOUT
    Note over W: Status remains: Chasing
    W->>W: Finalize — TIMEOUT

Status Reference

Key Temporal Patterns

• SignalWithStart: Email poller uses this to create workflows or signal existing ones
• Continue-As-New: After 20 emails processed, workflow restarts with preserved state to prevent history bloat
• Human Intervention: Reminders require approval via HumanInterventionRequest — workflow pauses until human acts or email arrives (auto-cancels)
• Search Attributes: HasPendingIntervention, RemindersSent, WorkflowStatus, ClaimStatusName enable monitoring queries
• DRY-RUN Mode: Dev/test environments log to Slack instead of sending real emails