How it works, in one line
Logistics is, at bottom, a status problem that changes constantly, plus people chasing people. The agent doesn’t drive the truck — it makes sure the right answer exists at the right moment, that nobody has to remember to chase the carrier, and that a problem reaches its owner before the customer complains.Concrete flows
1. “Where’s my order?” — answered on WhatsApp from the record
Trigger: a status question arrives on WhatsApp or chat — “does my shipment leave today?”, “what’s the tracking code?”. The agent identifies which order the person means, pulls the record from the CRM and the shipment details from the Company Brain — carrier, ETA, last update, manifest — and answers right away, in plain language: where it is, when it arrives, the tracking number. The interaction is logged as a CRM activity, so the next person to open the card sees the customer has already been answered. When the data doesn’t exist or is stale — the last position is two days old — the agent doesn’t invent an “it’s on the way.” It flags the information as outdated and kicks off the chase flow (below) instead of pushing an empty answer.The win isn’t “a bot that replies.” It’s that the customer gets the
position immediately, on their channel, without anyone stopping the
operation to open three systems — and the answer comes from the real
record, not a guess.
2. Chase the carrier — and log what comes back
Trigger: an order has gone longer without an update than is acceptable, or a customer asked for a position you don’t have yet. The agent assembles the chase with what matters — order number, invoice, last known status — and sends it to the carrier contact by email or WhatsApp, with Marcus handling the send. You decide whether to require human approval before each send or to let routine chasing run. When the carrier replies, the agent reads the update, writes the new position into the order record, and if it changes the customer’s ETA, raises a notification in the bell of whoever owns the account. The win: the chase always goes out, on time, without anyone remembering — and every carrier reply becomes a searchable record, not an email lost in one person’s inbox.3. Triage an incident — to the right owner, with a proactive alert
Trigger: a delivery goes wrong — damage, loss, a refused receipt, a wrong address. The agent classifies the incident from the record and the Company Brain (what each kind of occurrence requires), opens a task on the incidents board already carrying the context — order, customer, carrier, what happened — and assigns it to the right owner for that kind of case. In the same step, it raises a proactive notification so the owner knows before the customer chases, not after.Why this matters: the cost of an incident isn’t only the freight — it’s
the time until someone notices it exists. Triaging it on the spot, with the
case already in the right person’s lap, cuts that time from hours to
seconds. Anything that needs a decision — a refund, opening a claim,
changing a promised deadline — keeps waiting on a human (see below).
4. Collect and file the shipping documents
Trigger: a pickup or delivery happens and generates paperwork — proof of delivery, invoice, receipt, manifest. The agent gathers the documents that arrive by chat, WhatsApp, or email, attaches each to the right order, and organizes them into folders by customer, route, or period — so that when someone needs the proof of delivery from three weeks ago, it’s one search away, not buried in a WhatsApp group. What’s filed also feeds the Company Brain: the next question about that shipment already has somewhere to look.5. The routine that flags before the window slips
Trigger: a routine the agent schedules for itself — hourly, or every morning — to sweep the open shipments. On each run, the agent compares each shipment’s ETA against its promised window and separates the ones at risk of running late. For each, it raises a notification in the bell, suggests the next action (chase the carrier, warn the customer, reschedule) and, if you’ve allowed it, fires the chase from flow 2. The result is to stop discovering a delay through the customer’s complaint and start knowing about it while there’s still time to act.A routine never has a hectic Monday. It runs at the set time, every time,
and turns “we only noticed it was late when the customer called” into “the
system flagged it at 7am and we were already chasing.”
What stays human
Where to start
Teach your shipments to the Brain
Upload to the Company Brain your incident process,
your carrier contacts, and what each kind of incident requires. That’s
where the agent pulls the answer and the classification from — without
it, there’s nothing to consult.
Connect WhatsApp and let the agent answer status
Hook up WhatsApp and let the agent answer
“where’s my order?” from the record, escalating what it doesn’t know.
Start with human approval before each external reply and loosen as it
proves itself.
Schedule the window sweep
Create a routine that sweeps open shipments and
flags the ones at risk. One agent, one cadence — and autonomy grows like
a ratchet, not a leap.
Next steps
Operations
The general operations pattern — triage, follow-up, and SLA — of which
logistics is a high-volume case.
Routines
The cron of the operation — the window sweep and the chase that run on
their own.
Native CRM
Where the order, the customer, and every update stay live and searchable.
The channel where “where’s my order?” arrives — and the answer comes from
the record.