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Last-mile delivery is where customer satisfaction is won or lost. But when you use multiple carriers, tracking data is scattered across different portals and APIs with inconsistent formats and update frequencies. Your customer service team spends their time logging into carrier websites instead of solving problems, and customers get no updates until they call in. Wayak consolidates tracking data from all your carriers into a single, normalized view. An agent answers “where is my shipment” questions in real time, and a playbook pushes proactive notifications to customers when status changes or delays occur — before they have to ask.

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What you need

Data sources

  • TMS database — Shipment records with order ID, carrier, tracking number, origin, destination, and committed delivery date
  • Carrier tracking APIs — Real-time tracking events from all carriers (FedEx, UPS, USPS, regional carriers, LTL providers)
  • Customer database — Customer contact information, notification preferences, and order history

Knowledge spaces

  • Carrier status code mappings — Translation tables that map each carrier’s proprietary status codes to a normalized set (in transit, out for delivery, delivered, exception)
  • Customer communication templates — Approved notification templates for shipping confirmation, out-for-delivery, delivered, and delay alerts
Semantic layer: Define these in your ontology before setting up the agent.
ComponentNameDefinition
ObjectShipmentMaps to the TMS shipments table. Represents a delivery in progress with its normalized tracking status
ObjectTrackingEventMaps to the consolidated tracking events table. Represents a single status update with timestamp and location
MetricETAAccuracyPercentage of shipments where the actual delivery time fell within the committed delivery window
DimensionDeliveryStatusNormalized categorization: label created, picked up, in transit, out for delivery, delivered, exception, returned
See building a semantic layer for a step-by-step guide.

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Agent setup

1

Create the agent

Go to Agent Space → New agent.
FieldValue
NameShipment Tracker
RoleShipment visibility and exception specialist
GoalKeep stakeholders informed and catch delays before they impact customers
2

Set the description

You track shipments across carriers and provide real-time status updates. When someone asks “where is my shipment,” respond with the normalized status, current location, and estimated delivery time — not raw carrier codes. For delays, include the cause, the revised ETA, and what is being done about it. Use a factual, calm tone. Proactively mention if other shipments on the same order are also affected. Always provide the tracking number and carrier name for reference.
3

Scope data access

Grant access to:
  • TMS database (shipments, tracking numbers, order IDs)
  • All carrier tracking APIs
  • Customer database (contact information, preferences)
  • Carrier status code mappings knowledge space
  • Customer communication templates knowledge space
  • Shipment, TrackingEvent objects and ETAAccuracy metric
4

Add skills

Trigger: User asks about a shipment, tracking number, or order
  1. Identify the shipment from the provided tracking number, order ID, or customer name.
  2. Query the carrier tracking API for the full event history.
  3. Normalize the carrier status codes to the standard set (label created, picked up, in transit, out for delivery, delivered, exception, returned).
  4. Determine the current status and location.
  5. If in transit, estimate the remaining delivery time based on the current location and the carrier’s typical transit speed for this lane.
  6. Present the status summary: current status, location, ETA, and a timeline of key events.
Trigger: Tracking event indicates a delay or exception
  1. Detect the delay from the carrier tracking event (missed scan, exception code, or ETA pushed past the committed date).
  2. Classify the delay type: carrier delay, weather, address issue, customs hold, or capacity shortage.
  3. Estimate the revised ETA based on the delay type and historical resolution times.
  4. Retrieve the customer’s notification preferences from the customer database.
  5. Draft a notification using the approved delay template, including the revised ETA and a reference number.
  6. Send via the customer’s preferred channel (email or SMS).

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Automation

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Playbook: Proactive delivery status updates

1

Set the trigger

Schedule: Every 2 hours from 6:00 AM to 10:00 PM to catch status changes throughout the delivery day.
2

Build the workflow

  1. Query the TMS for all shipments currently in transit or out for delivery.
  2. Loop through each shipment:
    • Query the carrier tracking API for the latest event.
    • Compare the latest event against the last known status in the consolidated tracking table.
    • If the status has changed, update the consolidated table and check if a customer notification is warranted.
  3. Condition: If the new status is “delivered,” send a delivery confirmation. If the new status is “exception” or the ETA has slipped past the committed date, send a delay alert.
  4. Aggregate a summary of all status changes for the operations team: total deliveries confirmed, total delays detected, and total notifications sent.
3

Configure delivery

Customer notifications go via the customer’s preferred channel (email or SMS). The operations summary goes to the #last-mile-ops Slack channel. If delay notifications exceed 10% of active shipments, send an escalation email to the logistics director.
4

Test and activate

Click Run now to test with live data, then toggle to Active.

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What’s next

Delivery exception management

Go deeper on exception handling with root cause analysis and structured escalation workflows.

All logistics use cases

See the full list.