Logistics & distribution
“Where is my shipment?” A thousand times a day.
Almost every message a logistics business receives is the same message. A WhatsApp AI agent answers it from your live tracking data — instantly, at any hour, for any number of people at once — and reserves your team for the shipments that have genuinely gone wrong.
The problem
Tracking status is the most automatable question in Indian business, and it is still answered by people. A customer or a client's customer wants to know where a consignment is, so they call or message your operations team, who look up an AWB in a portal and read it back. The work is trivial and the volume is enormous, which is the worst possible combination: too repetitive to be worth a person's day, too constant to ignore. Worse, the genuine exceptions — a shipment stuck for four days, a failed delivery, a damaged consignment — arrive through the same channel and get buried under routine status checks.
What the agent does
Answers status from live tracking. Customer sends an AWB, order ID or just their phone number; the agent pulls the current status from your tracking system and explains it in plain language rather than courier jargon.
Handles the delivery reschedule. Nobody home, wrong day, change the address before it dispatches — the agent takes the request and pushes it to your system, instead of a call that reaches operations two hours later.
Sends proof of delivery. POD, delivery photo and timestamp go out on request, which removes a large share of the disputes that otherwise become emails.
Surfaces the exceptions. Because routine checks are absorbed, a shipment that is actually stuck stands out. The agent flags it to a human rather than reporting “in transit” for the fourth day running.
What it plugs into
You keep the software you already run. The agent reads from and writes into it.
- Your tracking system or courier aggregator APIs
- Order and consignment records, to resolve a phone number to a shipment
- Delivery exception and reschedule workflows
- Proof-of-delivery storage
How you know it’s working
Status enquiries handled without a human
We agree that number before we build, measure it for the month before go-live, and report against it every month after. If it doesn’t move, the build was wrong and we say so.
When it hands over. Damage, loss, a shipment stationary beyond your threshold, and any client raising a claim — those go to operations immediately, with the tracking history attached.
Same engine, other trades
Retail & D2C
Orders taken outside business hours
Real estate
Time to first reply on a new lead
Healthcare & clinics
Calls the front desk did not have to take
Education & coaching
Admission enquiries answered within a minute
Manufacturing & distribution
Dealer orders placed without a phone call
More on what we build for logistics & distribution, or how we scope and run a WhatsApp agent build.
Tell us what’s slow.
Describe the job eating your team’s day. We’ll tell you straight whether an agent is the right fix — and if it isn’t, we’ll say so.
Frequently asked questions
- We already send tracking links. Why is this different?
- Customers message you anyway. A tracking link asks them to leave WhatsApp, open a page and interpret courier status codes; most would rather type the question. The agent meets them where they already are and answers in language they understand.
- Can it work for our B2B clients as well as end customers?
- Yes, and the answers differ. A client checking twenty consignments gets a summary; an end customer gets one shipment explained simply. Same agent, different context.
- What if our tracking system has no API?
- Then that is the first thing to fix, and we will say so rather than building around it. An agent reading stale data is worse than no agent — it answers confidently and wrongly.
- Will it handle multiple courier partners?
- Yes. It reads from whichever partners you use and gives the customer one consistent answer, rather than making them work out which courier has their parcel.
- How do we know it is working?
- We count status enquiries the agent closed without a human, against the volume your team was handling before. If that number is not moving, the build has not worked and we will tell you.