ChatGPT
Gemini
WhatsApp
Google Sheets
Google DocsEvery delayed consignment means a call or a WhatsApp message to the customer, and most of the time goes into rewriting the same reason in different words. This tutorial shows an operations executive how to keep a simple delay log in Google Sheets, then use ChatGPT to map courier status to a standard reason, draft the customer message and write the end-of-day summary for the manager.
What you need
- A ChatGPT account. Projects are available on free and paid plans, and a paid plan is worth it for daily use.
- A Google Sheet with one row per delayed shipment.
- The tracking status for each shipment, copied from your courier's portal (for example Delhivery, or your transporter's dashboard).
- A WhatsApp Business account for sending messages.
Step 1: Create a ChatGPT Project for the ops team
In ChatGPT, create a Project called "Delay Desk". Projects group chats, reference files and custom instructions, so you set your tone rules once and every new chat starts with them. Add your standard delay reason list as a file. In the project instructions, write something like: "Write like a friendly operations team in Mumbai. Use simple English and short sentences. Never promise a refund or compensation. Never name the courier in customer messages."
Step 2: Keep a delay log in Google Sheets
Use these columns: Invoice no., Customer first name, Origin, Destination, Promised date, Current status, Delay reason, New ETA, Message sent (Y/N).
Keep customer phone numbers and full addresses out of the sheet you copy into AI tools. The phone column can stay in the sheet your team already uses inside your own Google account.
If your company runs Google Workspace or a Google AI plan, you can also ask Gemini in Sheets to summarise the tab. Google says the feature needs an eligible Workspace or Google AI plan.
Step 3: Draft the customer message
Copy one row into a chat in your Delay Desk project. Only the invoice number, first name, status and new date go in.
Write a WhatsApp message to [customer first name] about invoice [invoice no.]. The shipment from [origin] to [destination] was promised on [promised date] but is delayed because [delay reason]. The new expected delivery date is [new ETA]. Keep it under 60 words, polite, in plain English, and end by asking whether the new date works for them. Do not promise any refund or compensation.
Read the draft once before you send it. Change any word that does not sound like your team. Check the date and the invoice number too, because a wrong date causes the next customer call.
Step 4: Map the courier status to one reason
Couriers use their own status words, such as "Shipment delayed at hub" or "Delivery attempt failed". Map them to your standard list before you write the message, so the reports are consistent.
Here is a courier status line: "[paste status line]". Map it to exactly one of these reasons: Weather, Road block or traffic, Address not found, Consignee not available, Document issue, Vehicle or capacity issue, Other. Reply with the reason only, then one sentence explaining why you chose it.
Step 5: Write the daily summary for your manager
At the end of the day, paste the delayed rows into the project, without phone numbers.
From these delayed shipments, write a summary for my manager in five bullet points: the number of delayed shipments, the top three reasons, the routes from [city] with the most delays, how many customers have been messaged, and which shipments need a phone call today. Use only the figures in the rows. Do not estimate anything that is not in the rows.
Step 6: Send, and check before you send
Send from the WhatsApp Business app for small volumes. The app covers greetings, away messages and manual quick replies. It does not look up orders or send tracking updates by itself. Zoko's guide to WhatsApp auto-replies makes this distinction, and for order lookups it points to the WhatsApp Business Platform.
For automatic updates, a provider connects the courier to WhatsApp. QuickReply's documentation describes a Delhivery integration that sends pickup, out-for-delivery and delivered notifications. The provider sets up the connection for you, and you should still check the wording of any automatic message before it goes live.
Tips
- Keep the reason list to seven items. Longer lists make the mapping step slower and less consistent.
- Ask for Hinglish only if your customers prefer it, and have a colleague check a few replies first.
- Save your best prompts inside the Project, so the whole team uses the same wording.
- Mark the "Message sent" column the same day. This stops two people from messaging the same customer.
- Paste the customer's reply into a notes column as well. If the customer calls back, anyone on the desk can see what was already said.
Keep it safe
Do not paste customer phone numbers, full addresses, GST numbers or bank details into a personal ChatGPT account. Use invoice numbers, first names and city names only. If your team needs a shared, private setup with admin controls, ask for a business plan. Quelo Solutions can help you set one up for your team.
Sources
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