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B2B & Internal Operations · Support

Logistics & Shipment Enquiry

Collect a shipment reference and the type of delivery question for logistics staff.

For b2b & internal operations teams handling support conversations.

Requires integration
Discuss this workflow →

What this chatbot helps with

  • Collect a shipment reference and the type of delivery question for logistics staff.
  • Clarify shipment reference before the team follows up.
  • Organise enquiry stage, issue summary into a readable enquiry brief.
  • Explain what happens next and route exceptions to a person.
ILLUSTRATIVE CONVERSATION

A conversation with a next step

Hello, I have a question about logistics & shipment enquiry.
What is your shipment reference?
I’m enquiring about shipment reference. Could your team help me understand the options and process?
Is your question about collection, transit or delivery? You can skip anything you would rather discuss with a colleague.
I’d prefer to discuss the details with someone.
Of course. With your permission, I can pass your enquiry and preferred contact method to our team. They’ll confirm the next step.

Illustration only. Questions and replies must be adapted to the business’s approved process.

How the workflow works

  1. 01

    Customer enquiry

    Identify support intent and explain the scope.

  2. 02

    Relevant questions

    What is your shipment reference?

  3. 03

    Captured details

    Shipment reference · Enquiry stage · Issue summary

  4. 04

    Next action

    Share the request with the responsible team for review and confirmation.

Information captured

Suggested fields to review during configuration. They are not automatically required.

  • Shipment reference
  • Enquiry stage
  • Issue summary

Explain why a detail is needed, let the visitor correct it, and use the minimum information necessary. Ask permission before arranging a follow-up.

Knowledge to provide

  • Approved business processes and team directories
  • Service-level expectations and escalation routes
  • Access, privacy and record-handling rules
  • Approved answers to “What is your shipment reference?” and “Is your question about collection, transit or delivery?”
  • A named team responsible for logistics & shipment enquiry enquiries

Give each source an owner and a review date. Remove outdated instructions before the workflow goes live.

Integrations and limits

Live movement, recipient details and delivery changes need verified logistics integration.

Without that connection, the assistant can explain the approved process and collect a request for staff. It should state what is known, what is requested and what still needs confirmation.

When staff takes over

Missing goods, damage or identity checks before changing delivery.

Also hand over when the visitor asks for a person, information is missing or the same question remains unresolved. Pass the enquiry summary with the handoff so the visitor does not have to start again.

Set up with your team

  1. Discuss the workflow. Share your support process and review the fields above with WhatsOS.
  2. Connect your business number. Use the existing Meta connection flow in WhatsOS and complete the account setup.
  3. Prepare approved knowledge. Supply service information and agree on the handoff owner. Confirm which actions your configuration actually supports.
  4. Test before enabling. Try normal enquiries, missing details, a request for a person and missing goods, damage or identity checks before changing delivery.
  5. Review live enquiries. Use the team inbox to handle follow-ups and improve unclear answers.

Questions about logistics & shipment enquiry

What does the team need from the first conversation?

Start with shipment reference and enquiry stage. Collect the other suggested details only if they help the next action. Is your question about collection, transit or delivery?

Can it complete this request automatically?

Live movement, recipient details and delivery changes need verified logistics integration. The catalogue is an example, not a claim that the integration is already enabled for your account.

Which situations need a colleague?

Missing goods, damage or identity checks before changing delivery. Agree on the responsible team and response expectations before launch.

Can we change the questions?

Yes. Review these prompts against your b2b & internal operations process. What is your shipment reference? may need a shorter form or additional context for your customers. Test changes with staff before enabling them.

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