Logistics and delivery
Customer communication for logistics and delivery
The short answer
Logistics support is dominated by one question asked many times: where is my order. Apavin puts WhatsApp, SMS, phone and email in one queue keyed to the customer's phone number, so the same person chasing the same shipment across two channels is one thread rather than two tickets.
Volume in logistics is driven by uncertainty. Every hour a customer cannot see where something is produces another message, often on a different channel from the last one.
Because a phone number is the most reliable identity a customer has, Apavin uses it to merge history. Someone who texts and then WhatsApps about the same shipment appears as one conversation.
Status on the conversation is what makes a large queue workable. Open, pending and closed are visible at a glance, and anything waiting on you is badged and goes red past four hours.
Handover across shifts is the other constant. The full thread is visible to whoever picks it up, so a night shift agent is not starting from nothing.
How it works
- 1Merge by phone numberSMS, WhatsApp and calls from the same number become one customer history.
- 2Work by statusOpen, pending and closed on every row, with an ageing badge for what is waiting.
- 3Answer the repeat question onceLoad your tracking and escalation policy as a knowledge document.
- 4Hand over cleanlyThe next shift sees the full thread rather than a summary.
At a glance
| Usual channels | WhatsApp, SMS, phone, email |
|---|---|
| Identity | Phone number merges history across channels |
| Queue management | Status pills and ageing badges |
| Shifts | Full history visible on handover |
Frequently asked
Can Apavin look up a tracking number?＋
Not by itself. It handles the conversation and can answer from your policies and knowledge base. A live tracking lookup would go through the versioned API against your own system.
How does it know two messages are the same customer?＋
Primarily by phone number, which is the most stable identifier across SMS, WhatsApp and calls.
Does it work across shifts?＋
Yes. Conversations and history belong to the workspace, so a handover carries the full thread.
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