NDA CRMAlerts, cases and the rules engine
You should not scroll a list of 400 parcels to find the five that need a phone call. Alerts surface them; rules act on them; cases keep the story until the money is in.
Alerts
- Stuck — no courier movement for N hours (you set N).
- Refused — the courier reported a refusal; the order goes back to the call center list with the reason.
- Unclaimed locker — an easybox or FANbox parcel about to expire; the customer gets a reminder first, you get the alert second.
- Office pickup — the parcel waits at a courier office.
- Missing payout — delivered days ago, not in any settlement.
Rules engine
If in transit > 5 days and customer refused before then tag + alert the supervisor. If delivered then send the review request. Rules run after every sync and every courier wave, in plain language, without a developer.
Cases
A case ties together the parcel, the customer, the calls, the messages and the courier claim. Open it from the alert, assign it, close it when the refund or the redelivery is done. The customer profile keeps it forever.
Conversations
SMS and WhatsApp threads per customer, with templates and the operator’s name. A reply lands in the same thread, next to the order.
Frequently asked questions
Where do alerts show up?
On the dashboard badge, in the Alerts screen, and optionally by email or in the team chat.
Can rules send WhatsApp?
Yes, through your WhatsApp Business templates.