Logistics chatbot: shipment status and quote requests

Two kinds of message in logistics

A logistics company's inbox mixes two completely different streams. The first comes from existing customers: «where is my cargo?», «has it cleared customs?», «when will the document be ready?». The second comes from new customers: «how much for 2 pallets from China to Baku?». The first fills agents' days; the second brings revenue — and the second's reply gets delayed behind the first.

A logistics chatbot starts by separating the two: it answers status questions from the system and passes quote requests, complete, to sales. This article covers the shipment status flow, qualifying a quote request, document questions, exceptions, integration requirements, a sample conversation and measurement.

Separating the streams

1. 1StatusThere is a shipment, container or order number. The answer must come from live data.
2. 2Quote requestNew cargo, a route and a volume. This is a sales lead and should reach a salesperson as fast as possible.
3. 3DocumentsInvoice, CMR, customs declaration, acceptance act. The bot can say which document is where and when; a specialist explains its content.
4. 4ExceptionDelay, damage, loss, a customs hold. Here the bot only collects and hands over at once.

If the stream isn't clear from the first message, the bot separates it with one question: «Are you writing about an existing shipment, or would you like a quote for a new one?»

Shipment status: live data is a must

A generic status reply — «your cargo is on its way» — does not satisfy the customer and makes them call. For the bot to be useful, the company's internal system must be open to the bot by API. In Vexvon a company can connect its own API tools, and the bot answers with live data.

• Identity: shipment number plus customer name or phone — nobody else's cargo is shown
• Answer: latest status, location, estimated arrival and next step
• Status codes are turned into plain language: «in customs clearance, usually 1–2 working days»
• If the data lags, the bot says so: «last updated 14:00»

A similar but simpler flow for retail orders is in the order status chatbot; logistics adds stages, customs and documents.

Quote requests: collecting the whole lead

In logistics the price depends on several variables, and the bot should not quote an exact figure. Its job is to collect what the salesperson needs to calculate — in a few messages, not as a form.

1. 1RouteFrom where to where; city or port, door-to-door if needed.
2. 2CargoType, weight, volume or pallet count; whether it is dangerous or temperature-controlled.
3. 3TimingWhen the cargo will be ready and the expected transit time.
4. 4Mode and servicesSea, rail, road, air; whether customs brokerage and insurance are needed.

The information is written to the customer card, a lead is created and the sales group is notified. If the company uses Bitrix24, the lead can go there too. The bot tells the customer when the quote will arrive: «Our manager will send the calculation by 17:00 today.»

Document questions

• Which documents are needed — from an approved list, by cargo and route type
• Document status — if in the system: being prepared, sent, signed
• A copy of a document — only to a verified customer and only through a secure channel
• Customs value, duties, HS codes — to a specialist; the bot gives no legal or customs advice

Exceptions

Delayed, damaged, lost or customs-held cargo is a direct financial loss for the customer. Here the bot should be calm and brief:

1. 1Acknowledge«We understand your concern about the delay.» No guessing at causes.
2. 2CollectShipment number, the problem, a photo (for damage), what the customer expects.
3. 3Hand overTo an operations specialist, prioritised and with a concrete time: «You'll be contacted within an hour.»

Every question about compensation, insurance claims and liability stays with a person.

Integration requirements

• An API returning shipment status by number — read-only, no write access
• A field to verify the customer: phone, customer code
• Where leads land: the internal CRM, Bitrix24 or the sales group
• The document list and rate ranges in the knowledge base, with an owner
• The technical side is described on the integrations page

Regular B2B customers

Much of a logistics company's revenue comes from firms shipping every month. The bot should not treat them like new customers.

• The customer is recognised by number; the previous route and cargo type are on the card
• A repeat request gets shorter: «Mersin → Baku, 2 pallets, like last month?»
• The request goes to that customer's account manager, not the general queue
• If there is a contract rate, the bot states it only to that customer and only in approved form

A sample conversation

1. 1Customer, WhatsApp«Hi, I want to bring 3 cubic metres of furniture from Guangzhou to Baku — how much?»
2. 2Bot«Hello! Two quick questions for the calculation: roughly how many kilograms, and when will it be ready?»
3. 3Customer«450 kg, next week. Door-to-door.»
4. 4Bot«Noted: Guangzhou → Baku, furniture, 3 cbm, 450 kg, ready next week, door-to-door. Do you also need customs clearance?» — «Yes.» — «Our manager will send the calculation to this number by 17:00 today.»
5. 5ManagerSees the complete request, calculates the rate and writes to the customer directly.

What to measure

1. 1Bot share of status questionsThe percentage of status questions closed with live data before reaching an agent.
2. 2Time from quote request to calculationThe share of promised times actually met.
3. 3Complete-request shareThe percentage of quote requests reaching the salesperson with all four details.
4. 4Request-to-contract conversionBy channel — especially for requests from ads.

Common mistakes

• Giving a generic status answer without an integration
• Showing someone else's cargo without verifying identity
• Quoting an exact price for international freight
• Leaving quote requests in the status queue
• Letting the bot guess the reason for a delay

Limits

The bot does not know what isn't in the company's system: if the carrier's data lags, so does the bot's answer. On customs, tax and legal questions the bot gives no advice. Price, contract, compensation and liability decisions stay with people.

Conclusion: status in the bot, price with a person

When a logistics chatbot answers status questions from live data, agents gain time; when it collects quote requests completely and passes them on at once, sales speeds up. Separating the two is the chatbot's core job.

A call campaign to win back former B2B customers is in B2B reactivation in logistics, and other industries are in this category. To build your flow together, get in touch.

Frequently asked questions

1. 1Does a logistics chatbot see cargo status itself?Only when the company's system is connected by API. Otherwise the bot records the request and passes it to staff.
2. 2Can the bot give a price?Only an approved simple rate range. For international and complex freight it collects the details and a manager calculates the price.
3. 3Does it answer customs questions?It gives general information such as the document list; customs value, duties and rule interpretation stay with a specialist.