> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usehandled.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Handled's Ecommerce Operations Taxonomy

> A standardized classification system for ecommerce and logistics operations

An operation category is a standard classification from Handled's Ecommerce Operations Taxonomy. All customer messages, support tickets, and operational requests can be classified against this taxonomy to enable automated routing, workflow triggers, and analytics.

To view the full list of operation categories and subcategories, refer to the [Operation Taxonomy Explorer](/opic/operation-taxonomy-explorer).

Handled's standard operation categories are used for the following purposes:

* **Automated ticket routing**: Route support tickets to the right team based on the classified operation type
* **Workflow automation**: Trigger specific workflows when certain operation intents are detected
* **Analytics and reporting**: Track operational patterns across your customer communications
* **Integration normalization**: Standardize operation types across multiple 3PLs, channels, and systems
* **AI-powered responses**: Power chatbot and agent assist systems with accurate intent signals

An example of an operation category is `3PL Operations > Order Processing & Management > Order Processing > Cancel Order`.

## How It Works

When a customer message or support ticket is processed through OPIC (Operations Intent Classifier), it is classified against Handled's Ecommerce Operations Taxonomy. The classifier returns:

* The most likely operation category with confidence score
* Alternative classifications (top-k results)
* The full taxonomy path for precise categorization

This classification can then be used to automate downstream actions in your support and operations workflows.

## Taxonomy Structure

The taxonomy is organized hierarchically with two top-level categories:

| Category         | Code  | Description                                             |
| ---------------- | ----- | ------------------------------------------------------- |
| 3PL Operations   | `tpl` | Operations performed by third-party logistics providers |
| Brand Operations | `br`  | Operations performed by brands and merchants            |

Each top-level category contains subcategories and specific operations. For example:

```
3PL Operations (tpl)
└── Order Processing & Management (tpl-03)
    └── Order Processing (tpl-03-001)
        └── Cancel Order (tpl-03-001-03)
```

## Getting Started

1. **Review the taxonomy**: Explore the [Operation Taxonomy Explorer](/opic/operation-taxonomy-explorer) to understand the available operation categories
2. **Integrate the classifier**: Use the OPIC API to classify incoming messages against the taxonomy
3. **Build automations**: Create workflows that trigger based on classified operation types
4. **Monitor and refine**: Use analytics to track classification patterns and optimize your operations

## Considerations

When using Handled's Operations Taxonomy:

* **Choose the most specific category**: Select the operation category that best describes the primary intent. For example, if a customer wants to cancel an order and also asks about a refund, classify based on the primary action (cancel order)
* **Handle multi-intent messages**: Some messages may contain multiple intents. Use the `top_k` parameter to get multiple classifications
* **Set confidence thresholds**: Use the `threshold` parameter to filter out low-confidence predictions
* **Fallback handling**: Messages that don't match any category are classified as `other`. Implement fallback logic for these cases

## Taxonomy Versioning

The taxonomy is versioned and maintained in a central repository. The current version includes:

| Property             | Value      |
| -------------------- | ---------- |
| Version              | 2025.12.13 |
| Total Operations     | 457        |
| Top-Level Categories | 2          |

Updates to the taxonomy are published periodically. Your integration will automatically use the latest version unless you specify a particular version.

## Next Steps

<CardGroup cols={2}>
  <Card title="Taxonomy Explorer" icon="sitemap" href="/opic/operation-taxonomy-explorer">
    Browse the full operation taxonomy tree
  </Card>

  <Card title="OPIC 1.0" icon="brain" href="/opic/opic-1-0">
    Learn about the intent classification model
  </Card>
</CardGroup>