Free OpenClaw Skill for Courier Services: Dispatcher and Account Manager Agent (Download)

What this skill does for your courier and same-day services

• Triages incoming same-day pickup requests by SLA window, vertical (medical, legal, financial, retail), and account tier, then drafts the dispatch decision.
• Owns medical specimen chain-of-custody handoffs to Quest Diagnostics and LabCorp depot routes, including temperature-controlled timing and biohazard packaging compliance.
• Manages the legal court-runner queue: filing deadlines, served-papers proof-of-service, attorney sign-offs by jurisdiction.
• Runs the B2B account NPS survey program targeting 80+ across the medical, legal, and financial verticals with monthly digest and at-risk account alerts.
• Compiles the weekly P&L by account, by vertical, and by SLA tier so the account manager spots the bleeders before they renew.

What's inside this OpenClaw skill

The full file you download, indexed below for search engines and for operators who want to read before they install.

---
name: courier-dispatcher-and-account-manager
description: Dispatcher and B2B account manager agent for courier and same-day services. Handles vertical-tagged dispatch triage, medical specimen chain-of-custody, legal court-runner deadlines, B2B NPS tracking with an 80+ target. Integrates with OnFleet, Vonigo, Tookan.
version: 1.0.0
author: OpenClaw Consult (Adhiraj Hangal)
license: MIT
url: https://openclawconsult.com/skills/courier-services
---

# OpenClaw Skill: Courier Dispatcher and Account Manager Agent

## Overview

This skill turns the OpenClaw agent into the dispatch and account management
layer for a courier or same-day operation with a B2B-heavy account mix. It
does not replace the dispatcher, the account manager, or the operations
director. It owns the cross-vertical triage and the NPS cadence so the human
roles spend their time on driver relationships, B2B renewals, and exception
handling.

It is designed for operators running 3 to 25 drivers across same-day,
medical specimen, legal court-runner, financial loan-doc, and retail urgent
verticals, with a dispatch platform on OnFleet, Vonigo, or Tookan.

## What this skill does

1. Triage same-day pickup intake by vertical and SLA window
2. Owns medical specimen chain-of-custody handoffs to Quest and LabCorp depots
3. Coordinates legal court-runner deadlines against jurisdiction calendars
4. Runs the B2B NPS survey program with an 80+ target on medical and legal
5. Tracks at-risk accounts before they churn at renewal
6. Compiles weekly P&L by account, vertical, and SLA tier

## Triggers

```yaml
triggers:
  - type: heartbeat
    schedule: "0/15 * * * *"        # Every 15 minutes
    action: poll_dispatch_intake

  - type: heartbeat
    schedule: "0 10 * * *"          # Daily 10am
    action: morning_sla_risk_review

  - type: heartbeat
    schedule: "0 16 * * 5"          # Friday 4pm
    action: weekly_account_pnl_digest

  - type: heartbeat
    schedule: "0 9 1 * *"           # 1st of month, 9am
    action: monthly_nps_survey_run

  - type: on_event
    event: dispatch.pickup_requested
    action: triage_and_route

  - type: on_event
    event: dispatch.specimen_picked_up
    action: log_chain_of_custody_entry

  - type: on_event
    event: dispatch.court_filing_completed
    action: log_proof_of_service
```

## Workflow: dispatch triage

When a new same-day pickup request lands (via platform, phone, email, or
answering service forward), the agent:

1. Classifies vertical: retail, medical specimen, legal filing, legal served-
   papers, financial loan-doc, B2B same-day general
2. Reads the account tier (high-LTV B2B, standard B2B, ad-hoc) from the account
   roster
3. Checks the SLA window against current driver capacity and routes
4. Drafts the dispatch decision: assign to driver X, queue for next available,
   route to overflow partner, decline
5. For medical and legal, applies the vertical-specific compliance checks
6. Routes to the dispatcher for approval (or autonomous if the request is
   inside the allowlist)

Default routing: routine retail same-day is autonomous after validation.
Medical, legal, financial, and any high-LTV B2B always route to a human for
the first 30 days.

## Workflow: medical specimen handoff

For Quest Diagnostics, LabCorp, and hospital-system specimen pickups:

1. The skill carries each depot's drop-off cutoff times and refrigeration
   class accepted
2. On pickup, the driver logs specimen type code, temperature class, and
   pickup timestamp into the chain-of-custody record
3. The skill projects the depot drop-off arrival against the cutoff
4. If the projected arrival is past cutoff, the agent flags the dispatcher to
   reroute to an alternate depot or to overflow to a second driver
5. Drop-off timestamp closes the chain-of-custody entry

The skill does not certify specimen compliance. The medical client and your
operations director own that. The skill drafts the chain-of-custody log so
nothing slips through a verbal handoff.

## Workflow: legal court-runner coordination

For court filings, served-papers runs, and attorney sign-offs:

1. The skill carries a per-jurisdiction calendar (county clerk hours, e-filing
   vs paper-filing windows, court-specific submission requirements)
2. On intake, the deadline gets logged and the skill works backward from it
3. Driver assignment factors in queue time at the clerk window and the
   driver's current location
4. If the deadline is tight, the attorney is pinged for sign-off before the
   driver leaves
5. On filing, the proof-of-service is logged and the attorney gets the stamped
   copy via the agreed channel

Filing deadline misses route to the operations director and the attorney
immediately.

## Workflow: B2B NPS cadence

The skill runs a published B2B NPS program targeting:

- Medical accounts: 80+
- Legal accounts: 80+
- Financial accounts: 70+
- Retail accounts: 60+
- Ad-hoc accounts: not surveyed

The cadence:

1. Monthly survey to the account's designated contact via email
2. Detractor responses (0-6): immediate Slack ping to the account manager and
   a draft outreach
3. Passive responses (7-8): logged for the weekly account review
4. Promoter responses (9-10): logged for the case-study queue, optional
   testimonial outreach

At-risk accounts (3-month rolling average dropping below the vertical target)
get flagged for an account manager touch before renewal conversations.

## Workflow: weekly P&L digest

Every Friday 4pm the agent compiles:

- Revenue by account, vertical, and SLA tier
- Cost-per-pickup by driver
- SLA breach count by vertical
- Top 3 accounts by margin and bottom 3 accounts by margin
- NPS trend by vertical
- Account-at-risk list with last-touch date

The digest goes to the operations director with the account manager CC'd.
Anomalies (a high-LTV medical account with three SLA breaches in two weeks,
a legal account with detractor NPS for the second month) are called out at
the top.

## Memory keys

```yaml
memory:
  - key: courier.pickup_state[{pickup_id}]
    description: Live state of a same-day pickup
    schema: { vertical: string, account_id: string, sla_deadline: datetime, driver_id: string, status: string }

  - key: courier.account_profile[{account_id}]
    description: B2B account classification and health
    schema: { vertical: string, tier: string, sla_minutes: number, nps_3mo_avg: number, last_breach: date, renewal_date: date }

  - key: courier.chain_of_custody[{specimen_id}]
    description: Medical specimen chain-of-custody record
    schema: { facility: string, specimen_type: string, temp_class: string, picked_up_at: datetime, dropped_off_at: datetime, driver_id: string }

  - key: courier.legal_filing_state[{filing_id}]
    description: Legal court-runner filing state
    schema: { jurisdiction: string, deadline: datetime, driver_id: string, attorney_signed_off: bool, proof_of_service_url: string }

  - key: courier.nps_response[{account_id, month}]
    description: NPS response per account per month
    schema: { score: number, verbatim: string, surfaced_to_am: bool }
```

## Message templates

```yaml
templates:
  dispatch_acceptance_b2b:
    channel: email
    body: |
      Hi {requestor_first_name},

      Pickup confirmed: {pickup_address} at {pickup_time}. Driver
      {driver_first_name} ({driver_phone}) is assigned. Drop-off:
      {dropoff_address} by {sla_deadline}.

      You will get an arrival SMS 15 minutes out and a delivered confirmation
      at drop-off. Reply to this thread if anything changes.

      {courier_name} Dispatch

  medical_specimen_pickup_confirmation:
    channel: email
    body: |
      Hi {facility_contact_first_name},

      Specimen pickup confirmed: {specimen_count} {temp_class} specimen(s)
      from {facility_name} for delivery to {destination_depot_name} by
      {depot_cutoff}.

      Driver {driver_first_name} arriving at {pickup_window}. Chain-of-
      custody record will be emailed to your designated address on drop-off.

      {courier_name} Medical Logistics

  legal_filing_deadline_warning:
    channel: slack
    body: |
      FILING DEADLINE WATCH
      Account: {account_name}
      Jurisdiction: {jurisdiction}
      Deadline: {deadline}
      Time remaining: {minutes_remaining} min
      Driver: {driver_first_name}
      Attorney sign-off: {signed_or_pending}
      Recommended action: {recommended_action}

  nps_detractor_account_manager_alert:
    channel: slack
    body: |
      NPS DETRACTOR
      Account: {account_name}
      Vertical: {vertical}
      Score: {nps_score}
      Verbatim: "{nps_verbatim}"
      3-month avg: {nps_3mo_avg}
      Last contact by AM: {last_am_touch}
      Suggested outreach: {drafted_outreach}
```

## Required integrations

| Integration                | Purpose                                       | Read | Write |
|----------------------------|-----------------------------------------------|------|-------|
| OnFleet                    | Dispatch, drivers, pickups                    | yes  | optional |
| Vonigo                     | Dispatch, accounts, billing                   | yes  | optional |
| Tookan                     | Dispatch, drivers, pickups                    | yes  | optional |
| Quest / LabCorp depot data | Depot cutoff times and accepted temp classes  | yes  | no    |
| Twilio (or similar)        | Customer SMS                                  | no   | yes   |
| Email provider             | Account email confirmations and NPS surveys   | no   | yes   |
| Slack                      | Dispatcher, AM, and ops alerts                | no   | yes   |
| OpenClaw Memory            | Cross-run state                               | yes  | yes   |
| OpenClaw Heartbeat         | Scheduled triggers                            | yes  | yes   |

Write-back to the dispatch platform starts disabled. Most operators flip
writes on for low-risk fields (chain-of-custody log entries, NPS response
tags) after the first two weeks.

## Compliance notes

For medical specimen handling, the skill operates on pickup metadata only.
It does not put patient identifiers, test names, or clinical detail into
outbound SMS or driver-facing messages. Confirm your BAA covers the cloud AI
provider you point OpenClaw at; the skill itself is local but the inference
is not.

For legal court-runner work, the skill is a coordination tool, not a legal
service. Filing accuracy, jurisdiction compliance, and attorney sign-off
remain with the attorney.

## Configuration

```yaml
config:
  courier_name: "Your Courier Name"
  verticals_active: ["medical", "legal", "financial", "retail", "b2b_general"]
  approval_mode: dispatcher_approves_all      # or "autonomous_after_2_weeks"
  nps_targets_by_vertical:
    medical: 80
    legal: 80
    financial: 70
    retail: 60
  medical_depots:
    - name: "Quest_Local"
      cutoff: "21:00"
      temp_classes: ["ambient", "refrigerated", "frozen"]
    - name: "LabCorp_Local"
      cutoff: "20:30"
      temp_classes: ["ambient", "refrigerated"]
  legal_jurisdictions:
    - name: "County_Superior"
      clerk_hours: "08:00-16:00"
      efiling_cutoff: "16:00"
  account_roster_csv_path: "./b2b_accounts.csv"
  weekly_pnl_recipients: ["ops_director_email"]
```

## Quick install

```bash
mkdir -p ~/.claude/skills
mv courier-services.md ~/.claude/skills/courier-dispatcher-and-account-manager.md
# Edit the config block to match your operation
```

Launch OpenClaw and the skill is live. Trigger it manually with
`triage dispatch intake` or `run weekly P&L digest` or wait for Heartbeat to
fire on the configured schedule.

## Want it wired to your stack?

This SKILL.md is the starting point. If you want it plugged into your
specific dispatch platform, B2B account roster, medical depot relationships,
and court-runner jurisdictions on a fixed-price two-week clock, the door is
at https://www.adhirajhangal.com/work

Install in 60 seconds

1. 1

   Drop the file into your OpenClaw skills directory

   Save the downloaded courier-services.md as ~/.claude/skills/courier-dispatcher-and-account-manager.md (or scope it per region in your project-level .claude/skills/). OpenClaw picks up new skill files on next agent launch.

2. 2

   Connect your dispatch platform and account roster

   Edit the integrations block to point at your OnFleet, Vonigo, or Tookan API and load your B2B account roster (medical, legal, financial verticals tagged separately). Read access on dispatch and accounts is enough for the first two weeks.

3. 3

   Launch in approval mode, validate, then move to autonomous

   Start with the dispatcher approving every triage decision and every customer outreach for the first two weeks. The skill defaults route any medical specimen handoff, any legal filing-deadline run, and any account at-risk alert to a human. After two weeks of validation, the routine same-day dispatch summaries and the NPS survey orchestration flip to autonomous.

Example conversation

Common questions

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