Logistics and courier services
The agent calls the courier, waits for a “yes” and moves on if it does not get one
The call flow to couriers runs in production on Kallina: each new delivery starts a call, the courier accepts or rejects it, the agent retries after the set interval, and the response, with the estimated time, reaches dispatch.
The route of an allocation
The delivery appears
Your system sends the delivery to Kallina: address, time, proposed courier.
The call
The agent calls the courier and briefly reads out what needs to be picked up and where.
Response
Accepts, refuses or does not answer. If they accept, the agent asks how long it will take them to arrive.
Retry
If there is no answer, the call is repeated after the interval and as many times as you have set.
The result
The status and estimated time are returned to the dispatcher via a webhook, so the delivery can be reassigned if needed.
And calls to recipients
Delivery confirmation
Before departure, the agent asks whether the recipient is at home during the announced time slot.
Address verification
Block, staircase, floor, intercom: the details missing from the form, noted on the delivery.
Rescheduling
If the person cannot receive the parcel, the agent notes the day and the desired time slot.
The courier who calls back
When a courier calls the Kallina line, the agent recognises them by number and continues the discussion about their delivery.
Where it helps and where it does not
- Help
- Many small, repetitive allocations, where the dispatcher wastes time calling the same people one by one.
- Help
- Confirmations to recipients before the vehicle leaves, to reduce wasted trips.
- Does not help
- Negotiating rates with carriers or customs issues. A person remains there.
- Condition
- The dispatch system must be able to send and receive data via a webhook or API.
Frequently asked questions
How long does the agent wait before moving on to another courier?
As you set: the number of attempts and the pause between them are flow settings.
Do couriers need to install an app?
No. They receive a regular phone call and answer by voice.
Does it work with our dispatch system?
If the system can send the delivery and receive the reply via API or webhook, yes. We check the documentation before the offer.
What language do couriers use?
Their own. The agent starts in the language set for the line and, if a courier switches to another language configured on the agent, it switches during the call.
Can I see all the calls of a courier?
Yes, the history can be filtered by number, with the transcription of each call.
Describe how you assign a delivery today
At the demo, we show you the flow on a test courier: call, acceptance, retry, reply to dispatch.