Read the question
Separate tracking, quotation, document and complaint enquiries. Avoid asking for information already supplied.
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WhatsApp logistics support
A short message still deserves a useful next step.
A customer may send a screenshot or simply ask “Where is it?” Work out what they need before collecting details, checking a record or passing the question to a colleague.
01WORKFLOW
How one message moves forward
Collect missing details
A tracking question needs a reference; a quote needs the route and cargo. Ask for what is needed now.
Check before replying
Use reviewed service information or connected shipment records. Leave unknown shipment events for investigation.
Pass the context
Include the question, checked information, missing details and time of the next update.
02WHAT TO PREPARE
Review the account and messaging rules first.
Account and channel
Agree the WhatsApp Business account, integration method, messaging rules and costs.
Answer information
Use the same reviewed service information in English and Chinese, including terminology, units and restrictions.
WHERE A PERSON DECIDES
Verify the customer before sharing shipment information.
Having a phone number does not grant access to every order. Agree lookup scope, customer verification and colleague handoff before integration.
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