Website chat for courier and delivery companies
A courier's website chat serves two different people: businesses asking for rates, pick-up times and cash-on-delivery terms, who may become accounts; and recipients asking where their parcel is, who need an answer from someone who can see the shipment. Answer the first group from published rate cards and service areas, route the second to dispatch with the tracking number already collected, and give every lost or damaged parcel to a named person. That keeps sales chats fast and stops tracking chats from piling up unanswered.
Senders and recipients, side by side
| Senders (businesses) | Recipients | |
|---|---|---|
| Ask about | Rates, areas, pick-ups, cash collection, contracts | Where is my parcel, change the time, wrong address |
| Value of a fast answer | A new account | A complaint avoided |
| First reply | "How many parcels a day, and to which areas?" | "Please send your tracking number." |
| Owner | Sales | Dispatch or customer care |
Let starter questions sort them on the first click: "Open a business account" and "Track my parcel".
Twelve questions couriers receive
| Visitor asks | Answer pattern you fill in | Person takes over? |
|---|---|---|
| What are your rates within [city]? | "Same-city delivery is [published rate] up to [weight]; next-day [published rate]." | No |
| Do you deliver to [emirate or city]? | "We cover [areas as published], in [delivery times]." | No |
| Do you collect cash on delivery? | "Yes, for [published fee]; we pay you [published schedule]." | No |
| Can you pick up from my shop daily? | "Yes, for accounts with [published minimum]. How many parcels a day?" | Yes |
| Do you have business rates? | "Volume rates start at [published level]. Send your daily volume and areas for a quote." | Yes |
| Where is my parcel? | "Please send your tracking number and I'll check with dispatch." | Yes |
| Can I change the delivery time or address? | "Send your tracking number and the new time or address." | Yes |
| The driver didn't arrive / can't find me | "I'm sorry. Send your tracking number and a landmark; dispatch will contact the driver." | Yes, at once |
| What can't you carry? | "We don't carry [published list]." | No |
| Do you deliver on Fridays / at night? | "[Published working days and hours]." | No |
| When will I receive my COD money? | "Our accounts team will check your statement and reply here." | Yes |
| My parcel is lost / damaged / I want compensation | "I'm sorry. Our customer care lead will open a case and reply today." | Yes, always |
Never answered automatically
- Shipment status. StayReplied does not connect to tracking systems today, so a person with access answers; the chat collects the tracking number.
- Business rates beyond your published card, and any contract terms.
- Lost, damaged or late parcels, compensation and refund demands. StayReplied hands complaints and refund demands to a person.
- Customs and import questions for international parcels: point to the official authority and your published rules.
The answer mode is set per channel (off, drafts only, or answer). Store your rate card as price records, so every rate in chat comes from your own card. No plan includes AI today; AI drafts need your own Anthropic key.
Welcome lines
- "Track a parcel or get a delivery quote: how can we help?"
- "Sending parcels from your business? Ask about rates, areas and daily pick-ups."
- "Waiting for a delivery? Send your tracking number and we'll check it."
Starter questions: "Track my parcel", "Delivery rates", "Open a business account", "Change delivery".
When dispatch is closed
The widget sends no automatic closed message today. Put your reply hours in the welcome line ("Dispatch replies 8 am to 10 pm; please include your tracking number"), switch on "Ask for name and email before chatting", and clear overnight tracking chats first thing, oldest first. Saved replies that don't sound canned speeds up the repeat answers.
Sale weeks, Ramadan and the end of the month
Online sale weeks bring a wave of recipients' chats; month-end brings senders asking about COD statements (handling a chat rush). Split the shared inbox:
- Dispatch owns "where is my parcel" chats in shifts, from the unassigned view.
- Sales gets assigned sender enquiries, with an internal note of volume and areas.
- Accounts gets COD statement questions.
- Customer care owns escalated chats: lost, damaged and compensation cases, each a ticket with a priority and a due time.
Presence shows who has a chat open, and you are asked to review if the customer wrote again while you were typing, so two dispatchers never call the same driver about one parcel.
Seven days to go live
| Day | Do |
|---|---|
| 1 | Workspace; invite dispatch, sales, accounts and customer care |
| 2 | Publish your rate card, areas, working hours, COD terms and the not-carried list |
| 3 | Publish the widget on rates, tracking and contact pages, with your site in the allowed origins |
| 4 | Welcome lines and the after-hours reply in English and Arabic |
| 5 | Test a sender quote, a tracking question and a lost-parcel complaint |
| 6 | Agree the sale-week shifts |
| 7 | Read the week's chats; publish answers for the questions dispatch typed twice |
When this is not for you
If most "where is my parcel" chats could be answered by a tracking page, put the tracking page first and use chat for the rest. Web chat is the channel you connect today; WhatsApp is coming soon (see channels). If you want an e-mail ticket queue only, read StayReplied or a general help desk. Starter is AED 70 a month plus 5% VAT, Business AED 420 for 10 seats; see pricing.
Questions and answers
Can the chat track a parcel by itself?
No. It collects the tracking number, and dispatch checks and replies in the same chat.
Can it quote delivery rates?
Yes, from the rate card you publish. Volume rates for businesses come from sales.
Who handles lost or damaged parcels?
Customer care, always, as a ticket with a due time. Those chats are never answered automatically.
Does it work in Arabic?
Yes. The widget and the inbox work in Arabic and English, right to left included.
Answer senders and recipients in one inbox.
start your free trial, 14 days, no card needed.