Keep every shipment visible and every customer informed
Chatwoot handles delivery tracking, dispatch coordination, and last-mile support across WhatsApp, SMS, and chat. One inbox for every shipment question.
- WhatsApp tracking, SMS updates, and web chat in one place
- Shipment context in the conversation with canned responses and automation rules
- Captain AI drafts replies from the shipment context in the conversation
Key outcomes
Fewer WISMO tickets
Cut 'where is my order' inquiries with proactive tracking updates via WhatsApp and SMS.
Faster dispatch resolution
Resolve failed deliveries and reschedule pickups in minutes with full shipment context.
Higher delivery satisfaction
Keep customers informed at every step with real-time status updates and accurate ETAs.
Fleet visibility
Track driver assignments, delivery status, and customer conversations in one unified dashboard.
Powered by core features
The features that keep logistics teams connected to every customer.
Hi, where is my package? Order #TRK-48392
WhatsApp · 2:15 PM
Hi Marcus! Your package is out for delivery with driver Sarah K. Expected delivery today by 4:30 PM. You can track it in real-time at: your-carrier.example/track/TRK-48392
Support · 2:16 PM
Shipment details
Sarah K.
En route
4:30 PM
Answer delivery questions with real-time status
Customers ask where their package is. Your team replies instantly with tracking details, driver info, and ETAs, all from one inbox with shipment context.
- Captain AI drafts replies with shipment status and tracking links
- Push live tracking data in with the REST API or a Dashboard App
- Send proactive updates when your TMS reports a new status
- Cut "where is my order" (WISMO) tickets with proactive updates
Coordinate drivers and resolve delivery failures fast
Handle failed deliveries, reschedule pickups, and coordinate with drivers, all in one thread. No more phone tag or scattered messages.
- Capture failed delivery reasons and reschedule instantly
- Route urgent issues to dispatch team with SLA tracking
- Send driver updates via internal notes and assignments
I missed the delivery. Can the driver come back tomorrow morning?
SMS · 5:20 PM
No problem, Lisa! I've rescheduled your delivery for tomorrow morning between 9-11 AM. Driver will text 15 min before arrival. Tracking: TRK-21093
Rescheduled
Tomorrow 9-11 AM · TRK-21093 · Priority
Plays to launch
Concrete workflows your logistics team can use immediately.
Proactive delivery notifications
Send status updates at key milestones to reduce customer inquiries.
- Your TMS posts the status change to the Chatwoot API
- Send the SMS or WhatsApp update to the customer
- Automation rules label and route the replies
Failed delivery recovery
Turn failed deliveries into successful redeliveries fast.
- Capture failed delivery reason
- Offer instant reschedule options
- Confirm new delivery time and assign driver
Returns and pickup scheduling
Coordinate return pickups without phone calls or email threads.
- Customer requests return via WhatsApp
- Confirm pickup time and location
- Send driver reminder and tracking link
Fleet communication hub
Keep drivers and support in sync with internal notes and assignments.
- Assign urgent issues to dispatch team
- Add internal notes for driver context
- Track SLA and response times per route
Platform
Infrastructure and integrations built for logistics operations.
Omnichannel inbox
WhatsApp, SMS, chat, email, and phone in one place with full shipment history and tracking context.
API and webhook integrations
Connect your TMS, tracking system, and delivery platforms with the REST API, Dashboard Apps, and outbound webhooks.
Quick deploy
Launch on managed cloud in minutes or self-host for full control over customer data and compliance.
Common questions
Practical answers logistics teams ask before getting started.
Can Chatwoot integrate with our existing tracking system?
Yes. Your TMS or tracking platform pushes shipment data into Chatwoot through the REST API, or shows it beside the conversation with a Dashboard App, and outbound webhooks send Chatwoot events back to your systems. Captain Copilot then drafts replies from that context and your help center.
Can we send WhatsApp delivery updates automatically?
Automation rules in Chatwoot fire on Chatwoot events, not on your TMS, so the update starts on your side. Have your TMS call the Chatwoot API when a shipment is shipped, out for delivery, delivered or delayed, or send the batch as a WhatsApp or SMS campaign, which are available on Business and Enterprise plans.
How does Chatwoot handle peak volumes without losing quality?
Use automation rules to prioritize urgent issues, canned responses for common questions, and Captain Copilot to draft tracking replies. Teams and SLA policies are part of the Business and Enterprise plans.
Can we manage multiple warehouses or regions?
Yes. Create separate inboxes per warehouse, region, or delivery zone. Assign teams to each inbox and track performance with per-inbox reports.
Can we automate status updates without manual replies?
Your tracking system triggers the update by calling the Chatwoot API or by sending a campaign, since Chatwoot rules cannot watch an external system. Once the message goes out, your team only handles the replies and the exceptions.
Related resources
See how Chatwoot works for logistics teams
Bring your tracking system, SMS, and WhatsApp and we'll set up your dispatch inbox live.