For couriers, 3PLs and delivery teams
Parcel questions at 11:40 pm, answered or on a ticket.
Customers ask on WhatsApp after the depot closes. Axonave answers delivery questions from your own articles. A problem with one parcel becomes a ticket with its tracking number, ready for your team at 8 am.
- Works on
- Web chat
- Support form
Delivery support today
The same question, all day, from every channel.
““Where’s my parcel?” is half our WhatsApp.”
Cut-off times, delivery areas, what happens after a missed delivery. Each one typed out by hand, hundreds of times a day.
“A missed delivery is reported three times.”
To the driver’s phone, the hub’s WhatsApp and the main line. Nobody knows who owns it.
“Nobody can say how long a claim has waited.”
A damaged-parcel claim sits in an email thread. The customer chases twice before anyone checks.
One parcel, start to finish
A parcel question at 11:40 pm. A ticket the team picks up at 8.
An example courier. The customer is made up. Every step is something Axonave does today.
- 11:40 pmA customer asks on WhatsApp where their parcel is. The depot closed at 8.
- 11:40 pmThe after-hours flow answers from your “Missed deliveries” article, and names it as the source.
- 11:41 pmThe customer leaves a message with the tracking number. It becomes a ticket: Delivery › Missed delivery, High.
- 8:00 amAuto-assignment held the ticket overnight. It goes to the first free agent in the delivery team.
- 8:20 amThe agent checks the parcel in your own system and replies on WhatsApp from the ticket. Wait on 3rd Party pauses the clock while the hub looks.
- 2:10 pmThe parcel goes out again. The agent tells the customer and resolves the ticket.
An example, not a customer. Axonave does each step today; the courier, the customer and the times are made up.
WhatsApp · 11:40 pmAfter hours
- Customer: Hi, my parcel was due today and it hasn’t come. Where is it?
- Reply: A parcel that misses its day goes out on the next working day. Source: Missed deliveries
- Customer: Tracking number SP-2207-5531. Can someone check?
Ticket opened“Delivery › Missed delivery · High”
Our team checks it from 8 am
The ticket holds the tracking number and the chat. The customer gets a confirmation now.
Delivery questions
Delivery questions, answered at night.
Write down your cut-off times, areas, charges and what happens after a missed delivery. The AI answers from those articles and links the one it used. It can’t see where one parcel is, so it doesn’t guess.
- In English, Bahasa Malaysia and Chinese
- The source article under each answer
- No article, no answer: it hands over
Teras Home’s chat widget: a visitor asks about delivery, and the answer streams in from the help centre.
Parcel problems
A missed delivery becomes a ticket.
A Leave a message step asks for the tracking number and what happened. The ticket opens in the category and priority you set, with the chat linked, and the customer is told it’s logged.
- Categories such as Delivery › Missed delivery
- The chat linked to the ticket
- A ticket, an email to the team, or both
A WhatsApp message left with the bot after hours in our demo workspace became TKT-1201: Delivery › Late delivery, with order TH-104233 in the bot’s note.
SLAs
Waiting on the hub pauses the clock.
Every ticket gets an SLA from your policies. Wait on 3rd Party stops the resolution clock while a hub or a partner checks. A policy can count your working hours only.
- A warning before the target, to the assignee
- A breach rings their team leaders
- Weekends and public holidays don’t count
TKT-1282 in our demo workspace: Delivery › Damaged on arrival, from WhatsApp, with Wait on 3rd Party beside Resolve.
Sale season
Queues after a big sale, watched live.
Parcel volume after a big sale fills the queue. Customers see their place in it and an estimated wait. Supervisors see every agent’s load and the chats close to a breach, and can take one over.
- A chat cap per agent
- A queue limit, then leave a message
- Transfer to another agent or team
Teras Home’s floor: 3 of 6 agents available, 10 live chats, nobody waiting.
Business shippers
Shippers’ emails, answered from your mailbox.
Connect ops@ or support@. A shipper’s email becomes a ticket on that mailbox, and your reply goes back in their thread. Reply all keeps their Cc list.
- Gmail, Microsoft 365 or any IMAP mailbox
- Their reply lands on the same ticket
- Forward to a hub as a side conversation
Teras Home’s tickets. Kopi Lane’s and Hotel Seri Cempaka’s came in by email, beside WhatsApp, live chat and the support form.
A flow to start from
After hours, with delivery answers and a parcel option.
Start from the template and add two things: an AI answer for delivery questions, and a parcel option that takes the tracking number as a message. The message becomes a ticket for the morning.
- Leave a message ends the chat with a confirmation
- Category and priority set by the step
- English, Malay and Chinese in one flow
- The AI step needs the AI; the rest is on every plan
In the flow builder: New flow → After hours. It starts in English, Bahasa Malaysia and Chinese, ready to publish.
Delivery after hours
Step 1: Message
We are closed
“Our team is back at 8 am. I can still help with delivery questions.”
Step 2: Menu
After-hours menu
“What do you need?”
- A delivery questiongoes toAI answer
- A problem with my parcelgoes toLeave a message
- Opening hoursgoes toOpening hours
Step 3: AI answer
AI answer
“Ask me about delivery areas, times or charges.”
- Answeredgoes toAfter-hours menu
- Not answeredgoes toLeave a message
Step 4: Leave a message
Leave a message
“Send your tracking number and what happened. We’ll check it from 8 am.”
Step 5: Message
Opening hours
“Monday to Saturday, 8 am to 8 pm.”
Phone numbers masked before the AI. Addresses aren’t.
Delivery chats are full of phone numbers and addresses. Axonave masks the numbers it recognises before any AI call, shows each agent their own chats, and erases a customer’s data when asked.
Masked before the AI
Phone numbers, emails, IC numbers and cards are masked before any AI call. Addresses aren’t: they reach the AI as written.
Their chats, not everyone’s
Agents see their own chats and the queue. Supervisors see the whole floor.
PDPA requests
Export everything you hold on one customer, or erase it, when they ask.
An audit log
Your workspace keeps a log of who changed what.
Questions from couriers and delivery teams
Can the bot tell a customer where their parcel is?
No. Axonave doesn’t connect to tracking or courier systems, so it can’t look a parcel up. The bot answers general delivery questions from your articles and takes the tracking number. Your team checks the parcel in your own system.
Can missed deliveries get a tighter SLA?
Yes. SLA policies match tickets by priority and channel. Have the parcel step open its tickets as High, and give High its own policy, such as a first reply within one business hour.
Can business shippers raise tickets without WhatsApp?
Yes. They can email your connected mailbox, or use the support form on your site. They sign in to the customer portal with an emailed link to see their tickets and reply.
What happens when the queue is full after a big sale?
Customers in the queue see their place and an estimated wait. Set a queue limit, and anyone past it is offered to leave a message, which becomes a ticket.
Do you connect to our tracking or warehouse system?
Not today. Axonave doesn’t connect to tracking, courier or warehouse systems. Your shipments stay where they are. Customers you already have import from CSV.
Which plan does a delivery team need?
Basic ($59 a month) has WhatsApp, tickets, SLAs and flows, including Leave a message. The AI answer needs the AI: it’s in Pro ($199 a month), or add an AI pack of 1,000,000 tokens to Basic for $20 a month.
Is there a free trial?
Yes. Try Pro free for 14 days with your own WhatsApp number and delivery articles. No card needed.
Send us your delivery FAQ. We’ll show you the night shift.
We reply within one business day by email or WhatsApp.