Logistics & Delivery

Answer Every "Where Is My Order?" Before It Becomes a Bad Review

Every late shipment, wrong address, or missed delivery turns into a flood of messages your team can't keep up with. Vera.Support puts every channel in one inbox and lets an AI handle the routine tracking questions, so your people focus on the deliveries that actually need them.

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The challenge

Sound familiar?

We know running a logistics or delivery operation means the messages never really stop. A recipient who wasn't home pings you on WhatsApp, a B2B client emails about a missed SLA window, someone asks "where is my parcel?" on Instagram, and your dispatcher is fielding driver calls about a gate code that doesn't work. Meanwhile your support staff is copy-pasting tracking numbers between four apps while the next wave of messages stacks up. That is exactly the chaos Vera.Support was built to absorb.

Endless "where is my parcel?" pings

A package that hasn't moved in 24 hours sets off a chain of identical messages: WhatsApp, your website chat, Instagram, sometimes all three from the same person within an hour. Your team answers the same question dozens of times a day, and the one customer who slips through the cracks is the one who posts the one-star review.

Driver and customer messages collide

Driver ETAs, failed-delivery notes, and address changes land in the same channels your customers use to complain. Agents waste time sorting urgent customer escalations from routine dispatch chatter, and inevitably a high-value B2B account gets buried under a pile of "running late" updates.

Deliveries don't stop at 5 PM

A recipient stuck at the wrong address on a Saturday night, a driver who can't find the loading dock, a business expecting a timed Sunday-morning delivery—none of these wait for office hours. By the time your team logs in Monday, the complaint has aged into a refund request or a lost account.

Conversations scattered across channels

One customer prefers WhatsApp, another DMs you on Instagram, your B2B clients send email, and nobody can see the full picture. The same delivery issue gets reported three times by three people, handled by three agents, with nobody realizing it's one route problem affecting a whole neighborhood.

Peak season buries your team

During holidays, year-end, and big campaigns, inbound volume can triple overnight. Hiring temporary agents is slow and costly, so instead your existing staff burns out, reply times balloon, and satisfaction drops at the exact moment your brand is getting the most attention.

Reroute requests go missing

I told the driver to leave it with the neighbor, but it ended up back at the depot. Now I'm chasing both the driver and support, and nobody knows what's happening.

The solution

How Vera.Support helps you

One inbox for every channel

Vera.Support unifies website live-chat, WhatsApp, Instagram, Facebook Messenger, Telegram, Viber, and more into a single shared inbox—12+ channels in all. Every agent sees every conversation with full history in one place, so no message from a worried recipient or a B2B account ever falls between the cracks of separate apps.

AI that answers tracking questions 24/7

Train the AI on your own FAQs, tracking instructions, and delivery policies. When someone asks "where is my parcel?" at 2 AM, it walks them through your exact tracking steps in their own language and answers only from your approved content—never inventing a status. It hands off to a live agent with full context the moment a human is genuinely needed.

Smart routing for dispatch vs. customers

Set up separate departments—Customer Support, Dispatch, B2B Accounts—and let automations route messages by keyword, channel, or sender. Driver updates flow to dispatch; customer complaints flow to your service team. Each group works its own clean queue instead of fighting over one chaotic inbox.

Saved replies for daily repeats

Your team types the same answers all day: tracking steps, redelivery requests, claims procedures, compensation policy. Build a library of saved replies and automations so agents send the right response in one click—consistent, on-brand, and fast even when volume spikes during peak season.

Proactive pop-ups for known delays

When a route is delayed or a depot closes early, fire a proactive chat pop-up or message to affected customers before they think to ask. Cutting off the wave of "where is my order?" questions at the source frees your team to handle the genuine escalations instead of repeating the same update all day.

Centralized delivery instructions

Capture and log every reroute or special instruction in one thread. The AI updates the driver's notes instantly, and the customer gets a confirmation—no more lost messages.

How it works

Paste one snippet

Drop a single line of code onto your website or tracking portal to switch on the live-chat widget—no developer needed, done in minutes.

Connect your channels

Link your WhatsApp Business number plus Instagram, Messenger, Telegram, and the rest in a few clicks, all feeding into the one shared inbox.

Train the AI on your content

Point the AI at your FAQs, shipping policies, and tracking guides so it starts answering routine delivery questions automatically from day one.

Use cases

Built for how you work

Auto-answering "where is my parcel?" with your tracking steps
Routing failed-delivery notes to the right dispatch team
Handling B2B SLA queries in a dedicated account inbox
Taking WhatsApp redelivery requests outside office hours
Pushing proactive alerts when a route or depot is delayed
Resolving returns and claims end to end in one thread

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Vera.Support · Logistics & Delivery

Customer enquiry

AI replied

Instagram

DM question

AI replied

Web chat

Booking request

→ Team

And there’s more

Everything else you get with Vera.Support, included in every plan.

Native iOS and Android apps for support on the road

Rich customer profiles with full cross-channel history

Reports and analytics on response times and workload

Team roles so dispatch and support see only what they need

Embeddable help-desk tickets on your tracking page

Shopify store-aware chatbot and Zendesk apps

Every channel, one inbox

Connect the apps your customers already use and answer everything from a single screen.

WhatsApp Instagram Messenger Telegram Viber Slack LINE WeChat Zalo Twitter / X

Frequently asked questions

We already use WhatsApp for customer contact. Does Vera.Support replace it?

Not at all—it makes it work harder. Vera.Support connects to your existing WhatsApp Business number, so customers keep messaging the same number they already know. The difference is that every message now lands in a shared team inbox where it can be assigned to an agent, answered with a saved reply, or handled by the AI. Nothing changes for your customers; everything gets simpler for your team.

Will the AI make up delivery statuses or invent policies?

No. The AI answers only from content you have explicitly approved and uploaded—your FAQs, policy documents, and tracking instructions. It does not speculate or pull from outside sources. If a question falls outside what you've trained it on, it says so honestly and hands the conversation to a human agent with the full context attached.

How long does setup actually take for a logistics business?

The core setup—pasting the web-chat snippet and connecting your first channel—takes minutes, not days. Training the AI by uploading your FAQ or pointing it at your support page adds an hour or so. Most logistics teams are handling live conversations the same afternoon, with no IT department involved.

Our volume spikes hard during peak season. Can it cope?

Yes. The AI handles as many conversations at once as you throw at it, so routine tracking and redelivery questions get absorbed automatically even when volume triples overnight. You can add or remove agent seats whenever you need to, and plans start at $7/month and scale with your message volume rather than charging unpredictable per-message fees.

We serve customers in several countries and languages. Can the AI handle that?

Yes. The AI replies in the language each customer writes in, across dozens of languages, automatically. You write your training content once in your main language and it handles the translation in real time. That's especially useful for cross-border shipping, where one team serves senders and recipients in many different markets.

We handle sensitive shipment and business-client data. Is it secure?

Your data is encrypted, and Vera.Support provides GDPR-friendly controls, including the ability to delete customer records on request. You stay in control of the content you upload to train the AI. Your business conversations are yours—they are not shared or used to train models for anyone else.

Will this replace our human support agents?

No, and it isn't meant to. The AI takes the high-volume, repetitive tier—tracking lookups, policy questions, redelivery steps—so your agents can focus on escalations, upset customers, and B2B account relationships that need real judgment. Most teams find their people become more effective once the routine noise is off their plate, not less.

Do I need a website, and are there long-term contracts?

You don't need a website to start—you can run entirely on connected channels like WhatsApp, Instagram, and Messenger, and add the web-chat widget whenever you have a site or tracking portal. There are no long-term contracts either: start with a free trial without a credit card, change your plan as your volume shifts, and cancel any time. For a seasonal logistics business, that means never paying for capacity you aren't using.

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Ready to end the chaos?

Unify your messages, automate the repetitive questions, and turn conversations into revenue — starting today.

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Plans from $7/month · Cancel anytime