Every milestone delivered before the question
Customers call to ask where their shipment is because nothing tells them. GeneX connects your operations webhooks to the official WhatsApp Business API — OTP identity checks at pickup and delivery, and automatic status updates at every milestone.
The problem
The support queue is full of questions you already answered
The same question, all day
Support answers "where is my shipment?" one call at a time — during peak season it can be half of every shift.
Up to 50% of support volumeNo visible status
Customers can't see where their goods are. The uncertainty creates anxiety — and makes loss disputes hard to resolve.
Disputes fought without evidenceMissed verification calls
Identity checks for pickup and delivery rely on phone calls that are easy to miss, delaying handovers and deliveries.
Calls that go unansweredWhat you can launch this week
Four playbooks, wired to your operations
PLAYBOOK 01
OTP identity checks at pickup and delivery
Senders and recipients verify their identity with a WhatsApp code at the door — no app to install, no call to answer. Every check is timestamped on the shipment record.
- Verification at pickup and at final handover
- Works without any app install for the customer
- Every verification timestamped and logged
Share it only with the driver at your door — we will never ask for it by phone.
PLAYBOOK 02
Webhook-driven milestone updates
Operations events — pickup, in transit, hub arrival, out for delivery, delivered — fire WhatsApp updates automatically. Customers hear from you before they think to ask.
- Event-driven from your TMS or ERP via webhook
- Per-milestone templates with tracking links
- Quiet hours respected across time zones
PLAYBOOK 03
AI support grounded in live shipment data
When a customer still asks, the AI Agent answers from live carrier status in seconds — day or night, peak or not. Complex exceptions escalate to a human with the full thread attached.
- Answers from live tracking data, 24/7
- Instant even during peak-season volume
- Humans handle only true exceptions
PLAYBOOK 04
A written trail for every shipment
Every message, verification and status lives on the shipment timeline. When something goes missing, the evidence — and the resolution — is already in the thread.
- Complete message history per shipment
- Exportable audit trail for claims
- Disputes resolved in the same thread
What logistics teams see on GeneX
Shipment status updates, delivered to customers on WhatsApp
An African logistics company connected GeneX to its operations: customers verify their identity with WhatsApp OTP and receive automatic status updates at every shipment milestone.
Read this storyFAQ
Questions logistics teams ask us
Yes. GeneX connects through webhooks and a REST API — most teams map their TMS or ERP events to message milestones in a few days. We don't replace your tracking system; we make it talk to your customers.
OTP verification falls back to SMS automatically for customers without WhatsApp. In most markets where logistics teams operate, WhatsApp coverage is already the majority — and growing.
Status updates fall under Meta's utility category — the cheapest message class — and each business number gets 1,000 free service messages per month. We pass Meta's fees through at cost with no markup.
No. Drivers keep using whatever app or process you already run. GeneX is the customer-facing layer: it verifies recipients, sends updates and handles inquiries while your operations stay untouched.
Make 'where is my shipment' a question nobody asks
Book a 20-minute walkthrough with a logistics specialist — we'll map your shipment events to milestone messaging and estimate the support hours you'll get back.