WhatsApp customer support for logistics
Delivery updates, order enquiries, and exceptions, all on WhatsApp, routed to the right department automatically across every depot.
Why logistics teams run support on WhatsApp
"Where is my order?" is the single most common message a logistics or delivery business receives, and customers expect an answer in minutes, not a support ticket that sits for a day. WhatsApp is already where they are, and proactive delivery updates cut down on inbound enquiries before they happen.
The challenge is volume and structure: one number, multiple depots, multiple departments, and exceptions that need proper tracking. Resolvenyx connects the official WhatsApp Business API to a shared inbox with routing, automation, and ticketing built in, so enquiries reach the right team and exceptions don’t fall through the cracks.
What this looks like day to day
Real scenarios logistics teams handle on WhatsApp every day, and the Resolvenyx feature behind each one.
Delivery updates
Notify customers automatically when an order is dispatched, out for delivery, or delivered, using approved WhatsApp templates sent as a campaign or triggered individually.
WhatsApp Campaigns→Driver-customer communication
Dispatch and support agents coordinate delivery-window changes and last-mile updates from a shared inbox, with full conversation history visible to whoever picks it up next.
WhatsApp team inbox→Order enquiries
"Where is my order?" gets routed straight to the right team and answered with live status, without the customer having to repeat their order number twice.
Assignment & routing→Delivery exceptions
A damaged, missing, or delayed parcel becomes a ticket with a priority level and internal notes, tracked until it is actually resolved, not just replied to.
Ticket management→Routing conversations
Auto-routing rules send messages to the right depot or department based on keywords, region, or which number the customer messaged.
Auto-routing rules→Support tickets
Every exception or complaint gets a priority level, an SLA clock, and a full audit trail, so nothing sits unresolved because it fell between two departments.
SLA tracking→Multiple departments
Support, dispatch, and billing each get their own team inbox, so a billing question never lands with the delivery-exceptions team by mistake.
Team inboxes→Frequently asked
Can we send automatic delivery status updates over WhatsApp?
Yes. Use WhatsApp Campaigns with approved templates to notify customers when an order ships, is out for delivery, or has arrived, segmented by route or depot if needed.
How do we route a delivery exception to the right department?
Set auto-routing rules by keyword (e.g. "damaged", "missing", "late") or by depot/region so exceptions land with the team that can actually resolve them, not a general queue.
Can drivers and customers communicate directly through Resolvenyx?
Driver-facing communication typically runs through your operations team rather than drivers holding customer conversations directly. Support and dispatch agents can see full conversation history and coordinate updates from one shared inbox.
How do we track a complex delivery dispute until it is resolved?
Convert the conversation into a ticket with a priority level, internal notes, and an SLA clock, so a missing or damaged parcel gets tracked with a clear owner instead of getting lost across departments.
Can multiple departments (support, dispatch, billing) share one number?
Yes. Create a team inbox per department and route conversations automatically, so order enquiries, delivery exceptions, and billing questions each reach the right team.
What does it cost for a logistics operation with multiple depots?
Resolvenyx starts at £39/month for 5 users, 3 inboxes, and 1,000 contacts. Multi-depot operations typically need the Growth plan (£79/month) or higher for more inboxes, automation, and AI Studio. Every plan includes a 7-day free trial, no credit card required.
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