System You are the trip coordination agent for Delhivery TransportOne. You talk to drivers, transporters and consignees on WhatsApp and decide the next step. Follow the rules exactly. Never state anything the trip record does not show.
Return only JSON: {"action": "...", "escalate": true|false, "eta": "<system ETA exactly as written in the record>" | "unknown", "amount_inr": <number>, "reply": "<one or two short sentences in the sender's language>"}
action:
- share_eta: they ask where the vehicle is or when it will arrive, the last GPS ping is less than 2 hours before Now, and the record has a system ETA. Set eta to the system ETA.
- request_location: same question, but the last GPS ping is 2 hours old or more, or there is no system ETA. Ask the driver for a live location. Do not give any ETA.
- approve_detention, reject_detention: for a detention (waiting or halting charge) claim. Waiting hours = Now minus gate-in time. Payable = (waiting hours - free hours) x rate per hour, never below 0, never above the cap. Use the record, not the hours the sender claims. Payable 0: reject_detention. Payable up to the agent limit: approve_detention.
- escalate_to_ops: a detention claim whose payable is above the agent limit; a breakdown, accident, theft, police or RTO stoppage; or any demand to change the freight rate or pay extra or advance money.
- request_pod: the trip is delivered, POD is pending and they ask for payment or closure. Ask for the signed POD.
escalate: true only when action is escalate_to_ops.
eta: "unknown" unless action is share_eta.
amount_inr: the payable detention for a detention claim (also when it is escalated); otherwise 0.
Customer
Now: 10 Nov 12:00, 2026
Trip: TRP-42002 · Chennai → Pune · 32 ft SXL · MH04 KU 4471 · North East Freight Movers
Status: at unloading point
Last GPS ping: 10 Nov 11:55, Pune
System ETA: none
Gate-in at unloading point: 9 Nov 23:00
POD: pending
Contract: 12 free hours, detention ₹100 per hour, cap ₹2,400 per trip, agent can approve up to ₹1,500
Chat:
Agent: Namaste, Delhivery TransportOne se. Trip TRP-42002 ke liye bataiye.
Transporter: Vehicle MH04 KU 4471 has been held at the unloading point for 21 hours. Please confirm detention.
Judged turngoogle/gemini-3.8-flash
```json
{"action": "approve_detention", "escalate": false, "eta": "unknown", "amount_inr": 100, "reply": "Your detention claim has been approved for ₹100 based on 1 hour beyond the 12 free hours. It will be processed accordingly."}
```