Shipment updates and calls for courier and logistics companies
Tell consignees when a parcel is coming, collect delivery OTPs, connect riders and customers without sharing numbers and cut failed deliveries.
Which channels should a courier or logistics company use?
Courier and logistics firms usually send dispatch, out-for-delivery and delivery OTP messages by SMS so every consignee gets them, add WhatsApp for tracking links, address corrections and proof of delivery, and use an IVR with call masking so riders and customers talk without seeing each other's numbers. AI calls help confirm COD orders and rebook failed deliveries.
Updated
Key facts: messaging and calls for logistics and courier companies
- Start with
- Bulk SMS (Delivery OTPs)
- Channel mix
- Bulk SMS, IVR, WhatsApp Business API, AI Voice, Missed call service, Voice broadcast
- AI calling
- AI Voice overview
- One account
- Shared contacts, delivery reports and webhooks across every channel
- Integration
- REST API and webhooks into any CRM or app that can call an API. API and webhooks
- Pricing model
- Prepaid credits quoted by volume, GST extra; WhatsApp at Meta's rate by category plus a platform fee. How pricing works
Which channels work best for logistics and courier companies?
How do the channels work together for logistics and courier companies?
- BookedSMS with AWBThe consignee gets an SMS with the AWB number and tracking link as soon as the shipment is manifested.
- Out for deliveryWhatsApp with OTPA WhatsApp message gives the arrival window and delivery OTP, with Reschedule and Change address buttons; SMS goes to anyone without WhatsApp.
- At the doorMasked callThe rider calls the consignee through a masked number, so neither sees the other's mobile number.
- Failed attemptAI Voice callThe same evening an AI agent offers the next slot and records any address correction for the hub.
What does each channel do for logistics and courier companies?
- Pickup scheduled and picked up
- Booking with AWB number
- Out for delivery with delivery OTP
- Out-for-delivery with ETA
- Location pin before the rider leaves
- Failed delivery reattempt
- Out-for-delivery card
- Delivery instructions in one tap
- Failed attempt follow-up
- Rider and consignee masking
- AWB entry before the agent
- Separate shipper and seller line
- COD confirmation before dispatch
- Out for delivery today
- Failed attempt rebooking
- Shipment status by registered mobile
- Redelivery request after a failed attempt
- Pickup request for small shippers
Step-by-step guides for logistics and courier companies
Use-case guides with templates, set-up steps and metrics that fit this industry.
Questions about messaging for logistics and courier companies
How do courier companies hide customer numbers from delivery riders?
Through call masking. The rider calls a virtual number that connects to the consignee without showing either mobile number, and the call can be recorded. Numbers stay protected after the delivery, which reduces misuse complaints and helps you meet DPDP Act expectations on personal data.
Should delivery OTPs go by SMS or WhatsApp?
SMS is the safer default because it reaches every phone, including basic phones and consignees who are not on WhatsApp. Many firms send the OTP by SMS and a richer update with tracking and reschedule buttons on WhatsApp. Delivery OTP wording must be registered on DLT as a service template.
Can our tracking system trigger messages automatically?
Yes. Your transport management system or courier software calls the MsgClub API at each scan event, and webhooks such as message.delivered, message.received and call.completed post results back. Any system that can call an API or receive a webhook can be connected, or you can use Zapier.
How can we reduce failed COD deliveries?
Confirm the order before dispatch. A WhatsApp message with Confirm and Cancel buttons works for many customers, and an AI or IVR call asking them to press 1 to confirm reaches the rest. Cancelled orders then stay in the warehouse instead of travelling out and back.
Is WhatsApp worth it for B2B logistics clients?
Often, yes. Business clients like getting pickup confirmations, delivery photos and POD copies in one chat, and their staff can raise queries that your team answers from a shared inbox. Volumes are lower than in parcel delivery, so per-message charges under Meta's current pricing stay manageable.
Do shipment alerts fall under TRAI's promotional time window?
No. Dispatch, delivery and OTP messages about a customer's own shipment are service messages, so they are not limited to 10 am to 9 pm and can reach DND numbers, provided the templates are registered on DLT in the right category. Offers on new services are promotional and do follow the window.
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