Customers updated
before they ask 'where is it?'
Most shipment problems become support tickets only because nobody told the customer first. A Loomal agent watches carrier APIs, detects delays and exceptions, and emails the customer from a real inbox the moment something changes — turning the silent wait into a managed expectation.
API Primitives used
vault_getPull carrier credentials
FedEx, UPS, DHL, and USPS API tokens live encrypted in the vault, scoped to the shipping identity.
mail_sendPush proactive updates
Customers get real updates from a real shipping address — DKIM-signed, threaded against their original order.
mail_list_messagesHandle 'where is it?'
Inbound questions get answered in-thread with the latest tracking data — no support handoff needed.
Delivery silence creates tickets.
Every late delivery turns into a support ticket. Not because the customer is upset about the delay — they're upset about the silence. Carrier portals show the data, but customers don't check them, and shipping departments don't have time to email proactively.
An agent fills the gap. It watches the carrier APIs continuously, detects the moment a shipment goes off-track, and emails the customer with the new ETA — before they have a chance to file a ticket.
How to build it.
vault_getWatch carrier APIs
Agent reads carrier credentials from the vault and polls each shipment continuously for status changes.
mail_sendEmail proactively
When a delay or exception fires, agent emails the customer from the shipping identity with the new information.
mail_list_messagesAnswer follow-ups
Customer questions get answered in-thread with the latest tracking pulled live from the carrier API.
Example prompt
“Watch every shipment from the last 7 days. The moment a carrier reports a delay or exception, email the customer with the new ETA and the reason — from my shipping agent address.”
What ops teams build.
Multi-carrier monitoring
Agent watches FedEx, UPS, DHL, USPS, and regional carriers from a single shipping identity.
Exception resolution
Address corrections and delivery attempts get handled in-thread with the customer.
International tracking
Cross-border shipments get customs status updates and ETA changes pushed proactively.
Ecommerce integration
Shopify and WooCommerce stores use shipping agents to handle the entire post-purchase experience.
Returns coordination
Return shipments get the same proactive tracking and refund triggering on delivery.
Why shipping needs an agent identity.
Carrier credentials are sensitive and the volume of shipments is too high for human-driven updates. Most teams settle for transactional carrier emails that customers ignore. A Loomal agent runs the proactive layer that turns shipping into a real customer experience instead of a black box.
The agent identity owns the carrier credentials, the customer inbox, and the audit trail in one place — turning a fragmented ops workflow into a single auditable loop.
Carrier credentials encrypted
API tokens for every carrier live in vault entries scoped to the shipping identity.
Per-shipment audit
Every status check, customer email, and reply is logged with the agent identity.
Identity per channel
Different sales channels can run on separate shipping identities with isolated credentials.
Stop the 'where is my order' tickets.
Proactive updates, customer questions, fully autonomous.