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If you’re a courier service or a company that handles any sort of delivery, your business will surely receive questions from customers about their order, deliverability, payments, etc. You can go bot-first in your support to handle all these FAQs, thus saving time for both your customers who can now help themselves and your agents. In this article, let’s look at how you can use this online delivery bot template for your business. Depending on your support model, you will be able to tweak the bot template - hide/show relevant flows, add more dialogs depending on your use case, connect your bot to your Answers module for handling FAQs, and more.

You can customize your bot to match your brand and deploy it on the self-service widget to take it live.

This template covers 3 major use-cases that are common across e-commerce businesses. 

  • My orders

  • Delivery

  • Payment

My orders:

  • Order status: Your customers can view and track the status of their order, get the tracking URL and open it in a new tab

  • Cancel an order: They can share the reason for cancellation, opt to cancel the request, and even initiate a refund request.

  • Return an item: They can raise a return request, share photos in case of damaged goods, initiate a refund, or request a replacement


  • Check deliverability: Your customers can check if delivery of the order is possible to their location either from your website or directly by entering their pin code.

  • Add delivery address: They can add new addresses and even classify them as ‘Home’ or ‘Office’ for managing the delivery.


  • Refund status: Your customers can check the status of their refund requests

  • Check for COD: figure out if COD (Cash On Delivery) is applicable for their location

  • Payment issues: have any issues or questions related to their payments sorted.

The following are to be considered if you’re deploying this bot template for your business:

API Library: The default API endpoints that come with the template are dummy. Make sure to remove the dummy URLs, response parameters, and payload content, and update the API library with your business’s APIs.

Placeholder: Responses in the bot flow are static because no placeholders were used. Depending on whether responses to the questions are fetched from an external source (through APIs), make sure to replace the dummy static responses with placeholders of the response parameters.

Authenticating using OTP: All the relevant flows, by default, have the native OTP authentication enabled to ensure secure transactions/conversations. To use the native OTP auth functionality, read this article.