TrackB Integration

What the AI can do

Summary

TrackB Integration connects the TrackB delivery tracking service with the Newo Platform.

It enables:

• Automatic delivery status lookup by tracking number during a conversation
• Strict, facts-only responses — the agent never guesses or infers delivery status
• Auto-provisioning of a delivery lookup scenario to the workflow canvas

This integration is designed for e-commerce businesses and logistics companies who need their AI agent (voice or chat) to answer customer questions about shipment status in real time.

Common use cases

• When a client asks "Where is my package?" → Agent extracts the tracking number and checks the TrackB API, then reads back the exact delivery status
• When the tracking number is missing → Agent asks the client to provide it exactly as shown in the shipment confirmation
• When the tracking API returns no data → Agent tells the client there is no information for that tracking number (no guessing)
• When the project is published → Delivery lookup scenario and intent type are automatically added to the workflow canvas

Features at a glance

Feature	Supported	Notes
Delivery Status Lookup	✅	Real-time query to TrackB API by tracking number
Tracking Number Extraction	✅	LLM-powered extraction from conversation context
Empty / Not Found Handling	✅	Explicit message when no data is found — no speculation
API Error Handling	✅	Explicit message when TrackB API is unavailable
Canvas Scenario Provisioning	✅	Auto-adds Delivery Status Lookup scenario and intent to canvas
Multiple Tracking Numbers	❌	One lookup per conversation turn
Proactive Status Notifications	❌	On-demand only; no outbound calling for delivery updates
Custom Tracking Providers	❌	Hardwired to TrackB (track.pasts.lv); no other carriers supported

Before You Start

Before installation:

• Active Newo Platform account with an AI agent project
• Access to the TrackB service (track.pasts.lv) — the API token is pre-configured in the integration

No external API keys are required from the customer — the integration uses a built-in access token.

Setup

Create the Newo project

If this project already exists in Newo Builder, skip this subsection and continue with the integration-specific settings below.

1. In Newo Builder, open the projects list and click Create Project (or Create New Project from the top-right menu).

2. Fill IDN and Title. The exact names do not matter; use any clear names your team will recognize.
3. In Registry, choose the release channel:
   • staging — the newest module fixes appear here first. Use it when you need the latest fix, but expect possible unfinished changes.
   • production — the final stable version for live projects.
4. In Module, select the module for this integration.

5. Leave Module version on Latest version unless support tells you to pin a specific version, then click Create.

3.1 Step 1 — Add the Integration to Your Project

1. Open Newo → Projects and select your project
2. Navigate to Builder / Integrations
3. Find TrackB in the list and click Add
4. Click Save + Publish All

On publish, the integration automatically:

• Registers the delivery status lookup tool with the ConvoAgent
• Creates the necessary connection
• Sets up all required attributes with default values

3.2 Step 2 — Configure Attributes (Optional)

Navigate to Builder / Attributes → section 12. TrackB Settings.

Attribute	Default	Description
trackb_setup_scenarios	True	If enabled, automatically adds the Delivery Lookup scenario and intent to the workflow canvas on publish
trackb_override_agent_attributes	True	If enabled, applies default TrackB configuration to the ConvoAgent on setup

These settings are optional — the integration works out of the box with defaults.

3.3 Step 3 — Verify Canvas Setup

After publishing:

1. Open Builder / Canvas in your project
2. You should see a new scenario: "Delivery Status Lookup"
3. You should see a new intent: "Delivery Status Lookup" (triggered when a user asks about a shipment)

If the scenario is missing, ensure trackb_setup_scenarios is set to True and re-publish the project.

3.4 Step 4 — Test the Integration

Open the Newo conversation interface (chat or voice channel) and test with:

1. Happy path: "Where is my package? Tracking number: ABC123" → Agent should respond with the current delivery status from TrackB

2. Missing tracking number: "Where is my package?" → Agent should ask the client to provide the tracking number exactly as shown in the shipment confirmation

3. Unknown tracking number: Provide a non-existent tracking number → Agent should say there is no information for that tracking number (without guessing)

4. How It Works

4.1 Delivery Status Lookup — End-to-End

1. Customer asks about a delivery
        ↓
2. ConvoAgent detects the intent
   Conditions checked:
   - Tracking number is present in the conversation
   - Agent has explicitly promised to check the status
        ↓
3. DeliveryStatusFlow activates
   - Extracts the tracking number from the conversation using AI
   - If no valid tracking number → asks user to provide it → stops
        ↓
4. TrackB API is called
   GET https://track.pasts.lv/api/v1/consignment/tracking?id={tracking_number}
        ↓
5a. API returns data
    → Agent reports only the facts present in the response
    → No invented statuses or guesses
        ↓
5b. API returns empty / not found
    → Agent says: "No delivery information for this tracking number"
        ↓
5c. API call fails
    → Agent says: "Unable to find delivery information"

4.2 Strict Response Policy

The agent is configured to never speculate about delivery status:

• Does not say "your package may be delayed" unless the API explicitly says so
• Does not say "it seems to be delivered" unless the API explicitly says so
• Only reports what is explicitly present in the TrackB API response

This prevents misinformation and maintains customer trust.

FAQ

Q: Does the customer need to provide an API key? A: No. The TrackB integration uses a pre-configured access token. No setup on the TrackB side is required from the customer.

Q: What happens if the customer doesn't say the tracking number? A: The agent will ask them to provide the tracking number exactly as shown in their shipment confirmation. The lookup will not proceed without it.

Q: Can the agent check multiple tracking numbers in one conversation? A: The agent handles one tracking number lookup per conversation turn. For multiple shipments, the customer needs to ask again.

Q: What does "facts only" mean in practice? A: The agent will only read back what the TrackB API explicitly returns — for example, "Your package is in transit, last scanned at Riga sorting facility on March 15." It will never add interpretations like "it looks like it might be delayed."

Q: What if the scenario doesn't appear in the canvas after publishing? A: Check that trackb_setup_scenarios is True in the attributes. Re-publish the project. If the issue persists, contact support.

Q: Which carrier or postal service does TrackB support? A: TrackB (track.pasts.lv) is a Latvian parcel tracking service. It aggregates tracking data for shipments handled through supported Latvian and regional carriers. For other carriers, a different integration would be needed.