Quick answer
What is business messaging for Logistics & Delivery?
Logistics messaging keeps customers, senders and delivery agents informed from pickup to delivery: shipment status, delivery windows, delivery OTPs and rescheduling after a failed attempt (NDR). Clear updates reduce failed deliveries and calls to support.
Last updated: 21 October 2026
Couriers and delivery companies send millions of status updates. The goal is fewer failed deliveries: customers who know when to expect a parcel, and a quick way to fix it when delivery fails.
Key facts
- ✓Shipment status updates and delivery OTPs are service implicit messages and reach DND numbers.
- ✓Call masking lets agents and customers talk through a virtual number without seeing each other's real numbers.
- ✓Interactive voice calls can capture rescheduling choices by keypress, without an app.
- ✓SMS reaches feature phones, which many delivery recipients still use.
- ✓Tracking links in SMS templates must be whitelisted on DLT.
The Logistics & Delivery messaging journey
- 1
Pickup
Confirm pickup with the AWB number and tracking link.
- 2
In transit
Send out-for-delivery updates with the delivery window and agent contact.
- 3
Delivery
Share a delivery OTP to confirm handover to the right person.
- 4
Failed delivery
Let customers reschedule by WhatsApp reply or keypress (NDR).
Logistics & Delivery use cases by moment
| When | Message | Channel |
|---|---|---|
| Pickup done | AWB number and tracking link | SMS |
| Out for delivery | Delivery window and agent contact | SMS, WhatsApp |
| At the door | Delivery OTP for handover | SMS OTP |
| Agent can't find address | Masked call between agent and customer | Voice call masking |
| Delivery failed (NDR) | Pick a new date by reply or keypress | WhatsApp, voice OBD |
| Delivered | Confirmation and rating request | SMS, WhatsApp |
Which channel for what
Sample message templates
Examples in DLT format, where each {#var#} is filled in when the message is sent. Register your own wording on DLT before sending; we review templates during onboarding.
- Your shipment {#var#} has been picked up. Track: {#var#} - {#var#}
- Shipment {#var#} is out for delivery today between {#var#}. Agent: {#var#} - {#var#}
- Share OTP {#var#} with our delivery agent to receive shipment {#var#}. - {#var#}
- We couldn't deliver {#var#} today. Choose a new date: {#var#} - {#var#}
Compliance for Logistics & Delivery
- Keep status messages free of promotions so they stay on service routes.
- Mask phone numbers between agents and customers to protect both parties' personal data under the DPDP Act.
- Register the tracking domain on DLT so links in templates aren't blocked.
Metrics to track
- First-attempt delivery rate
- NDR resolution rate after messages
- Customer calls to support per 1,000 shipments
- Delivery OTP success rate
- Time from failed attempt to rescheduled delivery
How to get started
- 1
Share your use case
Tell us which messages you send, on which channels, and your monthly volume.
- 2
Register on DLT
We help you register your entity, headers and templates; WhatsApp and RCS senders are set up in parallel.
- 3
Test
Send test messages from the panel or with sandbox API keys.
- 4
Go live
Start sending and track every message with live delivery reports.
Logistics & Delivery FAQs
How do we keep agent and customer numbers private?
Use call masking, where both sides call a virtual number and neither sees the other's real number.
Is a delivery OTP a transactional message?
It is sent as a service implicit message tied to the order, so it is delivered to DND numbers.
Can customers reply to reschedule?
Yes, by WhatsApp reply, by SMS to a long code, or by keypress on an automated call.
What is NDR in logistics?
NDR (non-delivery report) is a failed delivery attempt. Messaging lets the customer reschedule or correct the address instead of the parcel returning to the seller.
Why use a delivery OTP?
It proves the parcel was handed to the right person and reduces disputes about delivery.
Can we send updates for our clients' brands?
Yes, but the sender and template must be registered on DLT under the right entity, usually the brand or your company as agreed.
How many status updates should we send?
Key moments only: pickup, out for delivery, delivered and failed delivery. Too many messages get ignored.
Can agents receive messages too?
Yes. Agents can get route, pickup and COD-collection alerts by SMS or WhatsApp.