Construct an event-driven workflow that listens to [TMS] milestone updates and proactively notifies stakeholders when an SLA [SLA] breach is likely on [Lane] for [Mode] in [Region]. Define thresholds (e.g., predicted delay > X hours), fallback contingencies, and routing: shipper, consignee, and internal ops. Include templated messages with dynamic elements (last known location, new ETA, rebooking options) and an ops-assist branch to open a case.
Provide: 1) An Event Contract (fields, IDs, status codes); 2) An Action Catalog (email, SMS, webhook to support); 3) A Message Template Pack (3 versions); 4) A suppression/quiet-hours policy; 5) A metrics plan (WISMO deflection rate, ticket volume delta, satisfaction).