IVR for logistics and courier companies

IVR for courier, parcel and logistics companies

Sort shipment queries from pickup requests and seller escalations, let riders and consignees talk through masked numbers, and log every call against the AWB.

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Domestic courier and express parcel networksLast-mile delivery and hyperlocal fleets3PL and warehousing providersCourier franchisees and booking countersPart-truckload and freight operators

Courier IVR menu with options to track a shipment, book a pickup, report a damaged parcel or reach the nearest hub, with tracking selected

How do courier and logistics companies use IVR?

Courier and logistics companies use IVR to route calls from consignees, shippers and riders. Callers choose shipment status, failed delivery, pickup booking or seller support and can key in their AWB number. Riders and customers talk through masked virtual numbers, calls are recorded for COD and damage disputes, and each call is logged in the TMS by webhook.

Updated 15 Nov 2026

Key facts: IVR for logistics and courier companies

Channel: IVR
Best for: Rider and consignee masking; AWB entry before the agent; Separate shipper and seller line
IVR features: Call masking, Inbound menu, Call routing, Call recording, Missed-call alert
Who it suits: Domestic courier and express parcel networks, Last-mile delivery and hyperlocal fleets, 3PL and warehousing providers, Courier franchisees and booking counters, Part-truckload and freight operators
Numbers: Toll-free (1800), virtual numbers, or IVR on your existing number where supported. Toll-free numbers
Pricing model: Monthly number rental plus usage for call minutes. How pricing works
Integration: REST API and webhooks (ivr.input, call.completed, call.missed) into your own software. IVR API

Why are courier helplines so hard to run?

Riders cannot find the addressDelivery agents call consignees from personal phones, consignees call back an unknown number, and nobody can check what was said when a parcel is marked undelivered.

Sellers and consignees on one queueA D2C seller chasing a 40-parcel pickup waits in the same line as a consignee asking where one shipment is.

Hub numbers nobody answersEach branch publishes its own landline. Calls ring out during sorting hours and head office never sees how many were missed.

How do courier companies use IVR?

Call masking

Rider and consignee maskingThe consignee and the delivery agent call each other through a virtual number tied to the AWB, so neither number is exposed and the call is logged.→ Private numbers, fewer failed deliveries

Inbound menu

AWB entry before the agentCallers key in the AWB or order number; it arrives in your system with ivr.input so the agent sees the shipment the moment the call connects.→ Shorter handling time

Call routing

Separate shipper and seller lineA menu option or a separate number for business shippers rings the key-account and pickup team, with several agents on the option.→ Sellers stop waiting behind consignees

Call routing

Hub-wise routingA sub-menu by city or pincode zone sends the call to the right hub's team instead of a central desk that has to transfer it.→ Calls answered by people who can act

Call recording

Recorded COD and damage disputesRecordings of rider calls and complaint calls are attached to the AWB for disputes about cash collected, attempted delivery or damaged parcels.→ Disputes settled on evidence

Missed-call alert

Missed calls back to the hubCalls missed during sorting peaks trigger a call.missed webhook and an SMS to the caller, and the hub sees a callback list.→ Fewer unanswered consignees

IVR menu scripts for courier companies

Copy, edit and use these as a starting point.

Consignee and shipper menuInbound menu

Welcome to Swiftline Express. Calls are recorded for service quality.
To track a shipment or report a failed delivery, press 1.
To book a pickup or for seller support, press 2.
For a damaged or missing parcel, press 3.
To speak to your nearest hub, press 4.

AWB captureInbound menu

Please enter your 10 to 12 digit AWB number from the SMS or invoice, followed by the hash key. If you do not have it, press star and we will connect you to an agent.

Masked rider call noticeCall masking

You are being connected to the delivery agent for your shipment. Your number will not be shown to the agent. This call may be recorded.

Record these prompts in your own voice or use text-to-speech in the MsgClub panel.

How does an IVR work for logistics and courier companies?

A consignee, rider or seller callsOne virtual or toll-free number is printed on labels, tracking SMS and the seller panel.
The caller picks a reason and keys the AWBThe ivr.input webhook passes the option and AWB to your system before the agent answers.
The call reaches the right desk or riderHub teams, seller support or the assigned rider are connected, through a masked number where needed.
The shipment record is updatedcall.completed posts the duration, agent and recording link to the AWB in your TMS.

Connect your softwareYour TMS or courier software can receive the AWB from the ivr.input webhook, return the assigned rider's number for a masked connection through the API, and store each call's recording against the shipment. IVR API · API and webhooks · Pricing

ComplianceTell both parties on masked calls that the call may be recorded, and delete recordings once the dispute window for the shipment closes. Keep consignee phone numbers out of rider apps; masking exists so riders never need them.

Which other channels suit logistics and courier companies?

Use them together from one account, with shared contacts, reports and webhooks.

SMS for logistics and courier companiesHow do courier companies use SMS for deliveries?See SMS

WhatsApp for logistics and courier companiesHow do courier companies use WhatsApp for delivery updates?See WhatsApp

RCS for logistics and courier companiesHow do courier companies use RCS messaging?See RCS

Voice broadcast for logistics and courier companiesHow do courier companies use automated voice calls?See Voice broadcast

Missed call for logistics and courier companiesHow can a courier company use a missed call number?See Missed call

Compare every channel for logistics and courier companies

Questions about IVR for logistics and courier companies

How does call masking work for courier delivery agents?

Call masking connects the rider and consignee through a virtual number linked to the shipment. When either calls it, the platform looks up the AWB, finds the other party and bridges the call. Neither sees the other's real number, and the call is logged and can be recorded.

Can a courier IVR read out the shipment status?

The reliable pattern is to capture the AWB on the keypad, pass it to your tracking system with the ivr.input webhook and send the latest status by SMS or WhatsApp, or show it to the agent. Talk to our team if you need the status spoken aloud on the call.

Can each hub have its own line on one IVR?

Yes. Add a city or zone sub-menu, or give each hub a separate virtual number on the same account. Each option rings that hub's staff, and head office still sees all hubs' answered and missed calls in one set of reports.

Are rider calls recorded when masking is used?

They can be. Masked calls are recorded like any IVR call and the recording is linked to the AWB you pass in, which helps with COD shortages, delivery-attempt disputes and complaints about rider behaviour.

What should a courier do about failed-delivery calls?

Give failed delivery its own menu option so the caller can confirm the address or ask for a reattempt, and route it to the hub that holds the parcel. For outbound NDR confirmation calls at volume, an AI voice agent handles the conversation better than IVR.

Can business shippers get a separate support number?

Yes. Many courier companies give sellers and corporate shippers their own virtual number that rings the key-account team directly, while consignees use the public helpline. Both numbers report into the same panel and webhooks.