Industry
AI in logistics operations: status updates, bookings and documents handled automatically
Dispatch desks spend the day answering where a shipment is, taking booking requests and chasing paperwork. An assistant takes the repeated messages and files the documents, and your dispatchers handle the exceptions.
- Built for
- Forwarders, trucking firms, couriers, last-mile teams
- Channels
- Email, Viber, Messenger, WhatsApp, website form
- Staff role
- Handle delays, exceptions and special requests
Conversations a logistics desk handles
These come in by email, Viber, Messenger and phone, usually with a waybill number or a plate number somewhere in the message.
Where is my shipment?
Answered from the tracking sheet or system you already keep, once the reference matches. No match, or a delayed status, goes to a dispatcher.Can you quote this lane?
The assistant collects origin, destination, cargo type, weight or volume and the pickup date, then passes the request to whoever prepares quotations.Has the truck left?
Answered from the last dispatch update logged for that trip. If nothing is logged, the question goes to dispatch rather than being guessed.Please send the POD.
The proof of delivery is sent if it is on file for that reference and the requester is the consignee or account holder on record. Otherwise staff decide.
Automations we set up for logistics
Status
Shipment status replies from your tracking data
Customers message a reference number and get the last recorded status from your tracking sheet or TMS.
Intake
Booking and quotation intake
Requests sent by email, Viber or a web form are turned into one structured row, with missing fields asked back.
Documents
Document collection and routing
Waybills, delivery receipts and proof-of-delivery photos are renamed by reference and filed where billing looks for them.
Alerts
Dispatch and delay alerts
A trip with no update by a set time, or a status your team marks as delayed, alerts the dispatcher and the account owner.
Reports
Daily report assembly
The day's trips, open exceptions and unfiled documents are compiled from your sheet into one message for the operations lead.
From "where is my shipment?" to a reply or a dispatcher
- Customer messages a reference (Email, Viber), Automated
- Reference matched (Tracking sheet), Automated
- Last status sent (Same channel), Automated
- Delay or no match flagged (Alert), Your staff
- Dispatcher replies (Chat attached), Your staff
- Enquiry logged (Sheet), Automated
From a delivery photo to a filed proof of delivery
- Driver sends POD photo (Form or chat), Automated
- Reference read and checked (Waybill number), Automated
- File renamed and stored (Shared drive), Automated
- Unreadable photo flagged (Exception), Your staff
- Billing notified (Ready to invoice), Automated
Systems these touch
- Tracking sheets or TMS
- The source of status answers. If tracking lives in Google Sheets, that sheet is what the assistant reads. If you run a TMS, we check whether it offers an export or an API in the assessment.
- Email inboxes
- Where most quotation and booking requests arrive. The workflow reads a shared inbox and writes structured rows.
- Viber groups
- Dispatcher and driver groups stay as they are. We do not read private group chats; photos and updates come through a form or a single intake route that you choose.
- Accounting exports
- A ready-to-invoice list is produced for billing. The invoice itself is issued from your accounting system.
Channel mix for logistics
- Viber and email for customers
- Most account customers write by email or Viber. Viber bots can only be created on commercial terms, through Viber or an official partner, so we confirm that route in the assessment before planning a Viber assistant. Email and web forms need no such step.
- Group chats for drivers and dispatch
- These are working channels between your people. The automation sits beside them: it asks for the photo or status through a form and posts the result to the group.
- Phone for exceptions
- Damaged cargo, missed pickups and disputes go to a person. The assistant stops and passes the case with the reference and the conversation.
What the automation does not do
Stays with your team
- Deciding on rerouting, rescheduling or reassigning a truck
- Customs declarations and filings, which stay with your licensed customs broker
- Rate negotiation, claims and disputes
- Statuses your system does not record: it shows what you log and says so when nothing is logged
Handled by the assistant
- Repeated status questions with a matching reference
- Structuring booking and quotation requests
- Filing and routing documents
- Alerting the right person when a trip is late
Shipment data handling
Shipment records carry the names, phone numbers and addresses of senders and consignees. That is personal information under the Data Privacy Act of 2012 (RA 10173), and your company is responsible for it, including when a service provider processes it for you (section 21 of the Act).
We design the build around that: ask only for what a booking needs, show status only after a reference matches, and keep the records in accounts your company controls. This page describes how we build and is not legal advice.
- Customer and consignee details: collected for the booking and status answers, and for no other use.
- Access by role: dispatchers, billing and account owners see what their job needs.
- Retention: set by your own retention policy; we configure deletion or archiving to match it.
Primary sources
Sources
- Data Privacy Act of 2012 (RA 10173), full text on Lawphil. Sections 3, 12 and 21 on personal information, lawful processing and accountability for processors. Checked 12 October 2026.
- Viber REST bot API documentation. States that since 5 February 2024 Viber bots can only be created on commercial terms. Checked 12 October 2026.
Questions we get asked
Can customers get shipment status without calling dispatch?
Yes, for shipments whose status you already record. The customer sends a reference, the assistant matches it and replies with the last recorded status. Anything unmatched or marked delayed goes to a dispatcher.
Can bookings sent by email or Viber be captured automatically?
Email and web forms can. A Viber route depends on Viber's commercial terms for bots, which we check with you first. Either way, the request ends up as one structured row for whoever prepares the quotation.
Does it work with tracking kept in spreadsheets?
Yes. A shared Google Sheet is one of the simplest sources. The assistant reads the columns you name and nothing else.
Can proof-of-delivery documents be routed automatically?
Yes, when a photo or file arrives with a reference. It is renamed, filed and passed to billing. Photos that cannot be read go to a person.
Which process is the usual starting point?
Whichever repeated message takes the most dispatcher time. For many desks that is the status question, because the answer already sits in a sheet. The assessment call looks at your busiest day to decide.
Next step
Show us a busy day at the dispatch desk.
Send the messages that repeat most and the sheet or system where status is kept. We will map what the assistant would take and what stays with dispatch.