Delivery messaging for couriers and logistics companies
Tell recipients when their parcel is coming, let them choose a slot or reschedule in one reply, and connect them with the driver without sharing personal numbers.
A delivery slot selection on WhatsApp. Synthetic brand and sample data.
Short answer
Updated
OmniChannels.ai helps couriers, last-mile carriers and logistics companies send shipment and out-for-delivery notifications, delivery slot choices, proof-of-delivery links and cash-on-delivery reminders over SMS, WhatsApp and RCS, with fallback between channels. Recipients reschedule failed deliveries or update addresses with a button or reply, and a chatbot handles tracking questions. Customer service answers the rest in a shared inbox, and messages are triggered from your systems through the REST API or SMPP.
What logistics teams send with OmniChannels.ai
Shipment and out-for-delivery updates
Notify recipients when a parcel is picked up, in transit and out for delivery, with a tracking link.
Delivery slot selection
Let recipients choose a delivery day or time window with WhatsApp buttons, RCS suggested replies or an SMS reply keyword.
Cash-on-delivery reminders
Remind recipients of the amount due before the driver arrives, so the payment is ready and fewer parcels come back.
Failed delivery rescheduling
After a missed attempt, send options to reschedule, redirect to a pickup point or update the address in one reply.
Address and location capture
Ask recipients to share a location pin on WhatsApp, useful where street addresses are incomplete.
Driver and recipient contact
Route recipient replies to dispatch in the inbox, and set up programmable outbound calls with the account team, so drivers do not share personal numbers.
Proof-of-delivery links
Send a delivery confirmation with a link to the proof of delivery hosted in your system, such as a photo or signature.
Tracking chatbot
Let a chatbot or AI agent answer "where is my parcel" through your tracking API and hand complaints to customer service.
API and SMPP for volume
Trigger messages from your transport or warehouse system through the REST API, or send high volume over SMPP 3.4, with delivery webhooks.
Which channel for which message
Recipients are often not your customers, so reach matters. Keep SMS as fallback for every delivery-critical message.
| Item | Details |
|---|---|
| Out-for-delivery notice | SMS for reach on any phone, or WhatsApp utility template with a tracking button, falling back to SMS. |
| Delivery slot selection | WhatsApp buttons or RCS suggested replies for a one-tap choice, with an SMS reply keyword as fallback. |
| Cash-on-delivery reminder | WhatsApp or SMS the day before and on the morning of delivery, with the amount and accepted payment methods. |
| Failed delivery and rescheduling | WhatsApp with reschedule and pickup options, falling back to SMS with a short link to the rescheduling page. |
| Proof of delivery | WhatsApp or SMS with a link to the proof hosted in your system. Avoid sending personal photos in the chat itself. |
| Tracking questions and complaints | WhatsApp, Messenger, Instagram and two-way SMS in the Omni Inbox, with a tracking bot answering first. |
How a logistics company goes live
- 1
Map delivery events
List each shipment status that should trigger a message, and which ones need a reply from the recipient.
- 2
Register senders and templates
Register SMS sender IDs in each delivery country, connect WhatsApp and approve notification templates in Arabic and English.
- 3
Integrate dispatch systems
Send messages from your transport or warehouse system through the REST API or SMPP, and post replies back through webhooks.
- 4
Set fallback and bot flows
Configure WhatsApp, RCS and SMS fallback per message and build slot selection and tracking flows.
- 5
Pilot one region
Start with one city or client, compare failed-delivery and contact volumes, then roll out.
Is OmniChannels.ai right for your delivery operation?
A good fit when
- You deliver parcels or goods to consumers in the GCC, MENA or globally.
- A share of your deliveries are cash on delivery or have incomplete addresses.
- You want recipients to reschedule or choose slots without calling the call centre.
- You need high-volume notifications from your own systems over an API or SMPP.
Good to know before you start
- Recipients may not have opted in to WhatsApp, so use utility templates for delivery updates and keep SMS as fallback.
- WhatsApp templates need Meta approval and SMS sender IDs need registration in each country.
- Voice flows are provisioned with the account team rather than switched on in the workspace.
- OmniChannels.ai sends and receives messages; route planning and proof-of-delivery capture stay in your logistics software.
Delivery messaging questions
Can recipients choose a delivery slot by WhatsApp?
Yes. Send a WhatsApp template with slot buttons or a list, and the choice comes back to your dispatch system through a webhook. RCS suggested replies and SMS reply keywords offer the same choice on other channels.
Can we message recipients who are not our customers?
Yes, for transactional delivery updates linked to an order they are expecting. Use utility templates on WhatsApp and keep promotional content out of delivery messages. Check local rules on consent with your compliance team.
How do we reduce failed deliveries?
Confirm the slot before dispatch, send an out-for-delivery notice with the driver's arrival window, remind COD recipients of the amount, and ask for a location pin where addresses are incomplete.
Can drivers contact recipients without sharing personal numbers?
Recipient replies can go to dispatch in the Omni Inbox, so drivers do not share personal numbers. Programmable outbound calls are available through the voice offering; discuss call routing for drivers with your account team.
Can we send high volumes from our own platform?
Yes. Use the REST API with delivery status webhooks, or SMPP 3.4 over TLS with binds provisioned per account. Delivery statuses are normalised into one format across channels.
Does it work for white-label delivery apps or our own merchants?
Yes. Sub-accounts let you separate sender IDs, credit and reporting per merchant or brand, and the reseller tools support white-label setups.
Guides on this topic
- MarketingDelivery Notifications for Logistics: WhatsApp and SMS Playbook8 min read
- MarketingSent vs Delivered vs Read vs Failed: Message Status Explained8 min read
- WhatsAppWhatsApp Buttons and List Messages: Which Interactive Type to Use8 min read
Explore more of the platform
Plan your delivery notifications
Tell us your delivery countries, volumes and dispatch systems. We'll map notifications, slot selection and fallback for your operation.