01
Capture the request before creating transport
Sender, recipient, package details, delivery address, time window and special instructions must be complete before the workflow claims a shipment is created.
WhatsApp Logistics Operations: Shipment, Location and Exception Management
How to keep the conversation and operational record aligned when handling shipment creation, delivery information, location sharing and delay exceptions through WhatsApp.
Prepared by İrfan AksoyPublished Updated
Operational Guide
WhatsApp Logistics Operations: Shipment, Location and Exception Management
How to keep the conversation and operational record aligned when handling shipment creation, delivery information, location sharing and delay exceptions through WhatsApp.
02
Location alone is not proof of delivery
A shared location is an operational input; delivery is verified against the carrier or source-system state. Customer updates remain consistent with that source.
03
Separate exception types
Delay, address uncertainty, damage, missing documents and an unreachable recipient do not share one resolution path. Each is handed to the right team with a target time.
04
Close with evidence
When delivery completes, tracking outcome, any required document link and the next support route are shared from the authorised business record.
Product evidence
The conversation on the right is illustrative; it shows the intended flow, not a customer claim or result.
Pre-live validation
Source data, permission limits, repeated requests, failed writes and agent handoff are validated together before launch.
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