01
Channel layer
Meta Cloud API webhooks normalise inbound WhatsApp messages, media, and delivery receipts.
Verified Case Study
Regional Logistics & Delivery Network
Autonomous Support & WhatsApp Triage Swarm
Zero human intervention required for Tier-1 shipping inquiries, package re-routing, and instant COD payment verification.
- Industry
- Logistics
- Engagement
- 7 weeks · Retained
- Delivered
- 2026
Measured impact
Outcomes, not activity.
82% Auto-Solved
First-Contact Resolution
90%+ Delivered
Open Rates
< 10 seconds
Response Time
The Problem
Where the existing system broke down.
Support queues spiked every evening as customers asked for delivery status and re-routing, while agents lacked a single view of shipment, payment, and driver data.
What changed after delivery
- Evening support backlog eliminated within the first month.
- COD verification completed inside the conversation.
- Escalations arrive with full shipment and payment context.
The Architecture
A system designed for production pressure.
A WhatsApp-native agent swarm classifies intent, calls internal logistics APIs, and takes approved actions such as re-routing or payment verification. Escalations carry full context into the human queue, and every conversation is logged against the shipment record.
02
Intent routing
A classifier separates status, re-route, payment, and complaint intents before tool selection.
03
Tool execution
Typed adapters call dispatch, driver, and payment services with permission scopes and idempotency keys.
04
Escalation
Low-confidence or high-value cases hand off to agents with the transcript, order, and suggested action.
Tech stack
Meta Cloud APIn8nAnthropicNode.jsRedis
Client testimonial · 5.0 / 5.0
“Tier-1 support now runs itself. Our human agents finally spend their day on exceptions and high-value accounts instead of copy-pasting tracking links.”
Mehedi Hasan
Director of Customer Operations, Regional Logistics Network
Architect a similar system
Bring us the bottleneck. We will design the architecture.
Share your current constraints and we will map a 30-day execution plan with the same senior engineers who delivered this build.