Exceptions are the heartbeat of logistics operations. A truck runs late, a document is missing, a rate doesn't match—these events require action. This playbook walks you through setting up your first exception workflow in Mithrilis.

What You'll Build

By the end of this guide, you'll have a working workflow that:

1. Detects when a shipment is running late
2. Notifies the customer automatically
3. Escalates to your team if no response within 4 hours

Prerequisites

• A Convoya account with at least one connected TMS or ELD
• About 15 minutes of uninterrupted time

Step 1: Create the Workflow

1. Navigate to Workflows in the sidebar
2. Click New Workflow
3. Name it "Late Shipment Notification"
4. Choose Event Trigger as the trigger type

Step 2: Configure the Trigger

1. Select Tracking Update as the event type
2. Add a condition: status_code = "DELAYED" OR eta_variance_minutes > 60
3. This triggers whenever a shipment is delayed or running more than an hour late

Step 3: Add Notification Step

1. Drag a Send Notification node onto the canvas
2. Connect it to the trigger
3. Configure:
   • Channel: Email
   • Recipient: {{shipment.customer_email}}
   • Subject: "Update on your shipment {{shipment.pro_number}}"
4. Use the template editor to craft your message

Step 4: Add Wait and Escalation

1. Drag a Wait node and connect it to the notification
2. Set duration to 4 hours
3. Drag a Condition node to check if the shipment is still delayed
4. If yes, send an internal Slack notification to your team

Step 5: Test the Workflow

1. Click Test in the toolbar
2. Select a historical shipment that was delayed
3. Verify each step executes correctly
4. Check that test notifications arrive (marked as [TEST])

Step 6: Activate

1. Review the workflow summary
2. Click Activate
3. Your workflow is now live!

What's Next

Now that you have your first workflow running:

• Add more exception types (missing documents, rate disputes, no-shows)
• Connect to your preferred communication channels (SMS, carrier portals)
• Set up reporting to track exception volumes and resolution times