Can we send delivery updates on WhatsApp instead of SMS?

Yes, as utility templates Meta approves: out for delivery, delivered, delivery attempted. The recipient sees your company name and can reply, share a location or pick a new day in the same chat, which an SMS can't do. Each delivered template is charged, so send the updates that change what the recipient does, not every warehouse scan.

The recipient ordered from a shop, not from us. Can we message them?

For delivery updates, Meta's policy requires the recipient to have agreed to hear from you on WhatsApp. The cleanest route is a line at the merchant's checkout saying delivery updates come by WhatsApp; ask the shops you work with to add it. Name the shop in every template, and never send offers to recipients — they agreed to the delivery, nothing more.

Do our drivers need to be on the same number?

No. Dispatch, customer service and supervisors work the shared inbox; drivers keep using whatever they use today for routes and locations. A recipient who replies to a delivery update reaches the office, not a driver's personal phone, so numbers stay private on both sides and nothing is lost when a driver leaves.

What does the WhatsApp API cost a delivery company?

A Gallabox plan, from $112 a month billed yearly on Basic, plus a charge for each template message delivered. For a courier those are mostly delivery updates, so volume drives the bill, and from 1 October 2026 Meta also charges for utility templates sent inside the 24-hour customer service window. Setup through us is free. The pricing page has the current Kuwait rates.

WhatsApp Business API/Delivery & courier companies

for delivery & courier companies

Fewer missed drop-offs. Delivered first time.

For a Kuwait delivery or courier company, the WhatsApp Business API sends every recipient the updates that matter — out for delivery, share your location, pick a new day — from one company number, and puts every "where is my order?" into a shared inbox. We set it up on Gallabox for free, with delivery templates kept strictly transactional.

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Last-mile delivery ✦Courier companies ✦Freight forwarders and clearance ✦Fleet operators ✦E-commerce fulfilment ✦Same-day delivery ✦Last-mile delivery ✦Courier companies ✦Freight forwarders and clearance ✦Fleet operators ✦E-commerce fulfilment ✦Same-day delivery ✦

We're a Gallabox partner. We sell Gallabox plans at Gallabox's own published prices in Kuwait and across the GCC, and we set them up for free.

Same price as buying direct: You pay the Gallabox plan at Gallabox's published price. Nothing is added for going through us.
Setup is free: Business verification, your number, the first templates and the first flows. We do it, and we don't charge for it.
Support on WhatsApp, in Arabic: One chat with a team in Kuwait, in Arabic or English — for setup, templates that get rejected, and the ads that feed the inbox.

the actual problem

Where the chats get lost today

In Kuwait a delivery usually fails for a small reason. The driver calls from a number the recipient doesn't know, nobody answers, and the block-and-street address doesn't lead to the right door. The driver asks in the group, the shop calls your office, and the parcel goes back to the warehouse for a second trip. Meanwhile customers send "where is my order?" to the shop, the shop forwards it to you, and your team answers it by phone, one call at a time.

What WhatsApp does for you

1
Out for delivery, with a location button
The morning a parcel goes out, the recipient gets a message naming the shop, with one button to share their location and another to change the day. The driver starts the route with a pin instead of calling to ask for the block, street and house number.
Your parcel from {{1}} is out for delivery today. Tap below to share your location, or reply 2 to choose another day.
Utility template
2
A new day instead of a second blind trip
When nobody is home, the recipient picks a new day from buttons and the parcel is scheduled, not sent out again on a guess. Merchants book pickups the same way — address, how many parcels, a time that suits them — and the request lands with dispatch.
Our driver couldn't reach you today with your parcel from {{1}}. Choose a new delivery day using the buttons below.
Utility template
3
Cash-on-delivery amounts, paid before the door
The out-for-delivery message shows the amount due and a payment link, so the recipient can pay by KNET before the driver arrives. Drivers carry less cash and wait less, and a recipient who has changed their mind says so before the trip, not at the gate.
Your parcel from {{1}} has {{2}} to pay on delivery. You can pay now with this link: {{3}}, or pay the driver when it arrives.
Utility template
4
"Where is my order?" answered in the chat
The bot asks for the tracking number and replies with the latest status, in Arabic or English, where your system offers an API to look it up. Damaged, missing or wrong items go straight to a person, with the shipment details already in the chat.
Please send your tracking number and we'll check where your parcel is. If something arrived damaged or missing, [team member] will take it from here shortly.
Service reply

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When the free app is enough

If you deliver for a handful of shops and one dispatcher can answer every chat, stay on the free WhatsApp Business app: set an away message with your delivery hours, quick replies for areas and prices by governorate, and labels for pickup booked, out for delivery, delivered and failed. Move to the API when updates should send themselves from your system, when several people need the same number, or when drivers are still calling recipients one by one.

Order, dispatch and delivery updates on WhatsApp

Four utility templates cover most of a parcel's journey: order received, out for delivery with a button to share a location, delivered, and delivery attempted with a button to pick a new day. They replace the SMS nobody opens and the call from a number nobody recognises. Keep them strictly transactional: add a discount code and Meta can approve the template as marketing, which costs more. Trigger them from your dispatch system where it offers an API or an export.

Cash on delivery, payment links and merchant invoices

Meta's in-chat payments aren't available in Kuwait, so a payment on WhatsApp is a link from your gateway — MyFatoorah, Tap, UPayments or your bank — paid by KNET or card. A courier has two uses for it: recipients settling a cash-on-delivery amount before the driver arrives, and merchants paying your invoice, with a reminder if it is still open a few days after it's due. Mark every paid link against its shipment so no driver is sent to collect it again.

One number for dispatch, customer service and merchant accounts

Today the recipient calls the driver, the driver asks the group, and the shop calls your office to find out what happened. In a shared inbox, recipients' chats go to customer service, each merchant's chat goes to their account manager, and a reply to a failed-delivery message goes straight to dispatch with the shipment note attached. Drivers stop handing out personal numbers, and the history of every parcel stays with the company, not with whoever was on shift.

What we need to get your delivery company live

Your commercial licence for Meta's business verification, a number that isn't a driver's personal phone, the company name exactly as recipients should see it, and your delivery statuses written out so each one becomes a template. Tell us where shipments live today — a dispatch system, a merchant portal, a spreadsheet — and we'll check whether it offers an API or an export. A new number can start conversations with only 250 people a day at first, rising as quality holds, so plan your launch volume around that. Verification is the slow step.

The four numbers that show it's paying off

Take an ordinary month before you switch and the month after — don't compare Ramadan with a quiet month — and count four things. "Where is my order?" calls and chats per day. First attempts that end in a delivery. Cash-on-delivery parcels refused or brought back unpaid. And merchants who stay with you and send more. Failed first attempts are the expensive one, because each is a second trip. Count trips saved, not messages sent.

The mistakes that cost couriers deliveries and merchants

A driver calling from a personal number the recipient doesn't recognise, customers' names, numbers and addresses pasted into a driver group, a promo code added to a delivery update, and updates that never say which shop the parcel is from. The first causes failed deliveries. The second puts customer data in front of everyone in the group. The third turns a utility template into marketing. The fourth gets your number blocked and reported, and that restricts it.

Asking for Google reviews after a delivery

Ask once, a few hours after the parcel arrives, with the direct link to your Google review page, and only on deliveries that went right first time. Say whose parcel it was, because recipients often know the shop and not the courier. If the reply is a complaint, route it to a supervisor the same day; if the fault was the shop's, pass it to the merchant instead of arguing in the chat. Merchants comparing couriers read those reviews.

From $112 a month. Setup is free.

Gallabox Basic billed yearly, at its published price, plus a charge for each template message delivered. Full plans and message rates are on the pricing page.

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Frequently asked questions

Can we send delivery updates on WhatsApp instead of SMS?: Yes, as utility templates Meta approves: out for delivery, delivered, delivery attempted. The recipient sees your company name and can reply, share a location or pick a new day in the same chat, which an SMS can't do. Each delivered template is charged, so send the updates that change what the recipient does, not every warehouse scan.
The recipient ordered from a shop, not from us. Can we message them?: For delivery updates, Meta's policy requires the recipient to have agreed to hear from you on WhatsApp. The cleanest route is a line at the merchant's checkout saying delivery updates come by WhatsApp; ask the shops you work with to add it. Name the shop in every template, and never send offers to recipients — they agreed to the delivery, nothing more.
Do our drivers need to be on the same number?: No. Dispatch, customer service and supervisors work the shared inbox; drivers keep using whatever they use today for routes and locations. A recipient who replies to a delivery update reaches the office, not a driver's personal phone, so numbers stay private on both sides and nothing is lost when a driver leaves.
What does the WhatsApp API cost a delivery company?: A Gallabox plan, from $112 a month billed yearly on Basic, plus a charge for each template message delivered. For a courier those are mostly delivery updates, so volume drives the bill, and from 1 October 2026 Meta also charges for utility templates sent inside the 24-hour customer service window. Setup through us is free. The pricing page has the current Kuwait rates.

Read before you decide

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