Logistics & courier
WhatsApp for logistics and courier companies.
Every parcel creates the same questions: when will it arrive, and what happens if I am not home? Answer them on WhatsApp before they become calls, let customers reschedule by replying, and keep your hubs on one shared number.
What does Baat do for logistics and courier companies?
For logistics and courier companies, Baat runs shipment communication on WhatsApp. Your system sends pickup, in-transit and out-for-delivery updates through the API, customers reschedule a failed delivery with a short form in the chat, an AI agent answers tracking questions at any hour, and escalations reach the right hub in a shared inbox.
A courier company's call centre spends most of its day on one question: where is my parcel? SMS updates go unread, and they cannot take a reply, so a customer who will not be home cannot say so. The delivery attempt fails, the parcel goes back to the hub, and a second attempt costs as much as the first. When something does go wrong, the complaint bounces between the call centre, the hub and the delivery partner, and nobody owns it.
How do logistics and courier companies use WhatsApp?
Each of these runs on Baat today. Open one to see how it works.
Guide
Send shipment updates from your own system
Your tracking system calls Baat's API at each milestone, such as picked up, in transit and out for delivery, and the customer gets an approved template message with the details.
Guide
Let customers reschedule a failed delivery
When a delivery cannot be completed, the customer picks a new date in a short form inside the chat. Baat sends the form answer to your system through a webhook, so the next run is planned correctly.
Use case
Answer tracking questions at any hour
An AI agent trained on your delivery rules and service areas answers routine questions, and hands disputes, damages and anything unusual to a person.
Guide
Book pickups with a form in the chat
A WhatsApp Flow asks for the pickup address area, the parcel size and a preferred slot inside the chat, and the request reaches your pickup desk complete.
Guide
Route escalations to the right hub
Assign conversations by hub, region or issue type, so each complaint has one owner. Managers see every open escalation across the network.
Example conversation
A failed delivery that did not fail.
The customer is not home, says so by replying, and gets a new delivery window. The delivery partner's next run is right the first time.
- Shared Inbox: Support teams and hubs share one number, with each escalation owned by one person and visible to managers across the network.
- AI Agents: Tracking and delivery-rule questions get an answer at any hour, without adding call-centre staff in peak season.
- Journey Builder: Reschedule replies, confirmations and hand-overs run on their own, on rules you set once.
Imran Qureshi Online
- Hello Imran, your parcel is out for delivery today between 2 PM and 6 PM. Reply if you will not be available. 9:45 AM
- I won't be home today. Can you deliver tomorrow evening? 10:02 AM
- Done. Your delivery is moved to tomorrow, between 5 PM and 8 PM. You will get a message when the delivery partner is nearby. 10:03 AM
An example. The people in it are made up.
Automation
Reschedules handle themselves.
A journey starts when a customer replies to an out-for-delivery message. It sends a short form with new dates, confirms the choice, and passes anything else to your support team. Your system receives the form answer through a webhook.
- Customer replies to an out-for-delivery message
- Send the reschedule form with available dates
- Customer picks a new date
- Confirm the new delivery window
New date chosen?
YesUpdate the delivery run
NoHand to customer support
Why do courier customers prefer WhatsApp to SMS?
Because they can reply. An SMS update tells the customer something and stops there. A WhatsApp update starts a conversation. A customer who will not be home can say so before the delivery partner sets out. A customer with a wrong address can correct it. That reply is the difference between a delivered parcel and a return to the hub.
WhatsApp messages are also more likely to be read, and they sit in a thread, so the customer can scroll back to the tracking details instead of searching their SMS inbox.
Which messages should come from your system?
The routine ones: booked, picked up, in transit, out for delivery and delivered. Your tracking system already knows when each happens. Through Baat’s API it can send the customer an approved template message at each step, with no person involved. Customer replies land in the shared inbox for a person to handle, and answers to WhatsApp Flow forms, such as a new delivery date, reach your system through a webhook.
How do you handle peak season?
Peak season multiplies the same few questions. An AI agent trained on your delivery rules, cut-off times and service areas can answer most of them at any hour. It hands disputes, damaged parcels and anything unusual to a person, with the full conversation attached, so the customer does not have to explain twice.
How should escalations be handled?
Give every escalation one owner. Assign conversations by hub, region or issue type in the shared inbox. A manager can then see every open complaint across the network, and which ones have been waiting longest. When a hub hands a case to customer support, the history moves with it.
What about cash-on-delivery parcels?
Tell the customer the amount before the delivery partner arrives. A message on the morning of delivery, with the amount to keep ready and a way to reply if they no longer want the parcel, saves a wasted trip. A customer who has changed their mind can say so in writing, before the parcel leaves the hub.
Questions logistics and courier companies ask about WhatsApp
Can our tracking system send WhatsApp updates?
Yes. Baat has an API and webhooks, so your tracking or order system can send approved template messages at each shipment milestone, and receive WhatsApp Flow form answers, such as a new delivery date, back. The API is available from the Growth plan.
Can customers reschedule a delivery by replying?
Yes. A customer who replies to a delivery message gets a short form to pick a new date. The form answer reaches your system through a webhook, so the next delivery run is planned correctly.
Do shipment updates count as marketing messages?
Updates about a customer's own shipment are normally utility messages under Meta's categories, which cost less than marketing. Current rates for India are on the pricing page.
Can we ask customers for ID on WhatsApp?
Do not ask customers to send ID card numbers, bank account numbers or full card numbers on WhatsApp. Meta's policy does not allow it. Use your secure process for any identity checks.
Can delivery partners message customers from their own phones?
They can use the Baat mobile app and reply from your company's WhatsApp number, so customers never get a personal number and every message stays on record.
Read next
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Plans and pricing
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