Call carriers that have no API. Reach customers who ignore email. Resolve stuck orders that would otherwise be refunded. Every action gated by a deterministic policy engine — the AI gathers evidence, it never authorises.
Two call legs. The AI places calls, navigates phone trees, holds, talks to humans, and returns structured evidence. A separate policy engine decides what to do with it.
The carrier says delivered, the customer says otherwise. CallmeMaybe calls the carrier, navigates the IVR, holds for an agent, opens a package trace, and returns a trace reference, carrier disposition, promised response date, and hold time — as structured data.
API of last resortThe order can't ship and the customer stopped answering email. CallmeMaybe calls them, challenges a one-time verification code before disclosing anything, captures one clear resolution decision, reads consequential details back, and records spoken confirmation.
Escalation channelAn LLM deciding to cancel an order is a liability. CallmeMaybe keeps the model on the side of the line where it's good — holding a conversation — and keeps authorisation entirely deterministic.
policy.server.ts is a pure function over a policy record, an order snapshot,
and the call result. Same inputs, same decision, every time. No model call in the path.
Cancellations, returns and carrier traces default to APPROVAL. Refunds and
replacements are never automatic — they write a note for a human.
A one-time code, two attempts, and the task instruction forbids revealing order details before the code is satisfied.
Before executing, the system re-reads the order from Shopify and compares it to the snapshot the decision was based on. Any change to fulfillment status, financial status, or cancellation aborts the execution.
| Issue type | Requires verification | Default mode | Max one action |
|---|---|---|---|
| Address change | Customer | AUTOMATIC | Yes |
| Cancellation | Customer | APPROVAL | Yes |
| Return / exchange | Customer | APPROVAL | Yes |
| Delivery problem | Customer | AUTOMATIC | — |
| Carrier trace | None | APPROVAL | — |
| Order status inquiry | Customer | INFORMATIONAL | — |
Three external dependencies. No analytics, no error tracker, no email provider.