Logistics & freight
“Where is my container?” — forty times a day.
Status chasing is most of the message volume in freight. Tickets turn a question into tracked work with a state, so nothing sits open and nobody answers the same query twice.
Every answer is somewhere else, and every question is on WhatsApp.
The customer messages the operations number. The answer is in the system, in an email, or in the head of whoever made the booking. Meanwhile three colleagues have each half-answered the same chat, and the customer has been given two different arrival dates.
A ticket per query, with a status
Open, in progress, done. The queue shows what is still owed an answer without anyone keeping a separate list.
Shipment details on the conversation
Custom properties hold the booking reference, the vessel, the destination — visible beside the chat rather than looked up each time.
Label by lane, mode or account
Filter to everything on air freight, or everything for one customer.
One owner per query
Assignment stops two operators giving the same customer two different ETAs.
See where the time goes
Analytics show volume by hour and response times, so you can staff the shift that is actually busy.
When you would use it
- A customer asking for an ETA that three people answer differently.
- A query raised at 4pm on Thursday that nobody picks up on Sunday.
- A clearance held up, with the customer finding out only by chasing.
- A night shift that needs to see what the day shift promised.
See it running
Six seconds, showing one thing.
What matters most here
Questions people ask
Does this connect to our TMS?
Not out of the box. It is the conversation layer — the query, the owner, the status and the history. Reference numbers can be stored against the chat as custom properties.
Can customers see the ticket?
No. Tickets are internal. The customer sees a normal WhatsApp reply.
Can we run separate ops and sales numbers?
Yes. Starter connects one number and Pro three, all in one queue with a filter per line.
What about after hours?
Working hours stop notifications outside your shift. Messages still arrive, and the queue is intact in the morning.