Logistics & field services
Dispatch, drivers and customers on one WhatsApp number
Connect the WhatsApp number your customers already message by scanning a QR code, let dispatchers and field staff reply from one shared inbox at the same time and answer common status questions with keyword auto-replies. Webhooks and a REST API are there when you want to connect your own systems.
On this page
In short
Logistics and field service teams use whatsappx.si to turn the WhatsApp number on their vans and invoices into a shared inbox. Dispatchers assign each job’s conversation to the driver handling it, keyword auto-replies answer common status questions, and webhooks can forward incoming messages to your dispatch system. Updates go out in small batches to people who asked for them, never as bulk blasts.
Why do logistics and field service teams need a shared WhatsApp inbox?
Customers message a courier, a moving company or a repair service on WhatsApp all day: Where is my parcel? Can the technician come after 4? The gate code is 2231. When that number lives on a dispatcher’s phone, the driver on the road cannot see the gate code and the office cannot see what the driver promised.
A shared inbox puts the office and the field on the same number. Dispatchers and drivers each sign in with their own account from a browser, every job’s conversation has one owner, and the number printed on your vehicles and paperwork stays the same.
What does a typical day look like?
The day below is an illustrative example, not a description of any real company.
Early morning. A small same-day courier has connected its WhatsApp Business number by scanning a QR code. The dispatcher signs in to overnight messages: a reschedule request and two people asking where yesterday’s parcels are. She assigns each conversation to the driver covering that route.
Mid-morning. Drivers reply from the browser on their phones between stops. A keyword auto-reply has already told anyone who wrote "track" how to find their tracking reference. A customer sends a gate code; because the thread is assigned to the driver, he sees it before he arrives.
Afternoon. A webhook forwards every incoming message to the courier’s dispatch tool, where address changes are flagged for the office. The dispatcher starts a chat by phone number with a business customer who ticked "contact me on WhatsApp" on the booking form, then sends tomorrow’s pickup confirmations five to ten at a time, checking replies in between.
End of day. The owner checks that nothing is unread and every open job has a driver attached.
Which whatsappx.si features matter for logistics?
What a dispatch or field team needs so updates do not depend on one phone.
One inbox for office and field
Every customer conversation on your number in one list with search, unread counts and live updates, visible to office and field alike.
Assignment per job
Hand a conversation to the driver or technician doing the job. Agents see only their assigned chats, so a driver only sees their own stops.
Proof-of-delivery photos inline
Photos and documents from the field show directly in the thread, so the office can settle a dispute without calling the driver.
Auto-replies for status questions
Send a set reply when a message contains a keyword such as "track", "hours" or "reschedule", and switch each rule on or off. AI-written replies are coming soon.
Webhooks and REST API for your dispatch system
Outbound webhooks forward each incoming message to your URL with a shared-token header. Your system can call the REST API, with an API key, to send a message when a job is booked or completed.
Templates on the official API
Connect a number through Meta’s WhatsApp Business Platform and create message templates that sync with Meta. On that platform, approved templates are the only messages allowed outside the 24-hour window.
How does a dispatch team get started?
Create a workspace
Sign up with email and password or with Google, verify your email and name the workspace after your company.
Connect the number your customers message
Scan the QR code from the WhatsApp or WhatsApp Business app on the dispatch phone, as you would for WhatsApp Web. Recent chat history syncs in. If the number is brand new, use it normally for 15–20 days before connecting it; otherwise WhatsApp may restrict or block it.
Invite dispatchers and drivers
Send email invites with expiring links. Make dispatchers admins and add drivers as agents limited to their assigned chats.
Add auto-replies and connect your system
Create keyword rules for "track", "hours" or "reschedule", point an outbound webhook at your dispatch tool and watch the live event stream while you test.
Agree on how updates go out
Send confirmations and ETAs in batches of 5–10 messages, only to people who asked for them. For higher volume, add an official WhatsApp Business Platform number, where notifications outside the 24-hour window go out as Meta-approved templates.
Driver phones, a WhatsApp group, or a shared inbox?
| Feature | Driver phones or a group chat | whatsappx.si, QR-linked number | whatsappx.si, official API number |
|---|---|---|---|
| Who can reply to a customer | Whoever holds that phone or a linked device | Every invited dispatcher and driver | Every invited dispatcher and driver |
| Assign a job’s conversation to one person | Only with the paid Meta Verified multi-agent option, where offered | Yes | Yes |
| Keyword auto-replies | Business app: greeting and away messages only | Yes | Yes |
| Webhooks and REST API to your systems | No | Yes | Yes |
| Messages outside the 24-hour window | Not applicable: normal app chats | Not applicable: works as a linked device | Approved templates only |
| Phone must stay active | Yes | Used at least every 14 days | No |
| Suited to | Single van or technician | Small fleet or crew | Larger operation, notifications at volume |
QR-linked numbers use WhatsApp’s linked-device feature, which allows up to four linked devices and logs them out if the phone is unused for over 14 days (WhatsApp Help Center). The WhatsApp Business app has greeting and away messages (WhatsApp Business), and Meta Verified for business lists a multi-agent account for assigning chats to agents (Meta Verified), as of October 2026. On the WhatsApp Business Platform, templates are the only messages allowed outside a customer service window (Meta for Developers).
What about delivery notifications at scale?
whatsappx.si does not offer bulk broadcast campaigns, and a QR-linked number is the wrong tool for notifying every shipment: WhatsApp says its products are not intended for bulk or automated messaging (WhatsApp Help Center).
For out-for-delivery and appointment notifications across many jobs, the official WhatsApp Business Platform is the route Meta provides. As of October 2026, approved utility templates can be sent there outside the 24-hour customer service window, and Meta charges per delivered message by category and market (Meta pricing). WhatsApp’s pause on marketing templates to United States numbers does not cover utility messages (Meta for Developers), so US teams can still confirm deliveries this way.
Frequently asked questions
Can multiple people use the same WhatsApp Business number for dispatch?
Can my WhatsApp Business account be banned for using third-party tools?
Do I need customer opt-in before sending delivery updates on WhatsApp?
What is the 24-hour customer service window, and does it affect a courier?
How do I connect WhatsApp to my dispatch or order management system?
Related
Feature
Shared inbox
Answer customer WhatsApp chats as a team: one shared inbox with search, assignment, unread counts and live updates. Connect by QR code or the official API.
Feature
API and webhooks
Send WhatsApp messages, list conversations and contacts, and receive incoming messages by webhook from your shared inbox. Bearer keys, signed webhooks, SSE.
Feature
Team collaboration
Let several people reply from one WhatsApp number at the same time. Assign chats, set owner, admin and agent roles, invite by email and run multiple workspaces.
Feature
Keyword auto-replies
Keyword auto-replies for WhatsApp: answer common questions instantly on the number you already use, with an on/off switch and a run count for every rule.
Feature
Connect by QR code
Link the WhatsApp or WhatsApp Business number you already use by scanning a QR code, like WhatsApp Web. Recent chats sync and your team replies from one inbox.
Feature
Official WhatsApp Business Platform
Connect Meta’s official WhatsApp Business Platform inside whatsappx.si: Embedded Signup, number verification, several numbers and templates synced with Meta.
Feature
Contacts
WhatsApp contacts your team shares: synced from connected numbers or added by hand, with search, tags, opt-in status and start-a-chat by phone number.
Glossary
WhatsApp Cloud API
The WhatsApp Cloud API is Meta’s hosted API for sending and receiving WhatsApp messages as a business, part of the WhatsApp Business Platform.
Glossary
Customer service window
The customer service window is a 24-hour timer on the WhatsApp Business Platform that opens when a user messages or calls you and allows free-form replies.
Glossary
Linked device
A linked device is a companion (WhatsApp Web, desktop, tablet or another phone) connected to the WhatsApp on your primary phone, usually by scanning a QR code.
Use case
E-commerce
Answer order, delivery and product questions on WhatsApp as a team. Shared inbox, chat assignment, keyword auto-replies and webhooks for online stores.
Pricing
Pricing (USA)
Plans for the United States, billed in US dollars.
Bring your team into one WhatsApp inbox
Create a workspace, connect a number by QR code or the official API, and invite your teammates.