Silence during delays creates rage tickets. Proactive status beats a perfect ETA you cannot keep.
Silence is a product bug
When tracking freezes, buyers invent stories. A short "still with courier, new window X–Y" message prevents that.
Trigger on signals
- No scan for N hours.
- Failed delivery attempt.
- Return-to-origin risk.
Tone that helps
Own the uncertainty. Offer a human path if they need to change address or cancel.
Connectora automations
Map courier webhooks or store statuses to WhatsApp templates, then fall through to agents on reply.
Proactive delay updates are cheaper than recovery. Wire them once in Connectora Sync.