How to separate urgent claims from routine requests in logistics
How to configure queues and SLAs by urgency so a damaged cargo claim doesn't get lost behind dozens of routine status requests.
Not every message is the same: among the dozens of status requests, a customer also writes in with damaged cargo, a missed critical deadline, or a formal complaint — and that message stays mixed in with the rest, waiting its turn in the same inbox.
This guide shows how to separate the queues using WhatSMS's Support Center.
Step 1 — Create pipelines and queues by request type
Configure customizable pipelines and queues to distinguish routine status requests from urgent claims.
Step 2 — Configure automatic AI triage
Let the AI classify the intent of each message as soon as it arrives, automatically routing each request type to the corresponding queue.
Step 3 — Define the SLA for each queue with alerts
Configure the SLA timer for each queue, with the deadline that makes sense for your business, and enable dashboard alerts before a deadline is exceeded.
Why this prevents hiding the most critical request
No claim stays hidden behind routine questions. The team sees, on a single dashboard, what's about to exceed the defined deadline — and responds to what's urgent first.
You can create this account for free and configure your logistics operation's triage queues before any commitment.
Frequently asked questions
How does triage distinguish a claim from a status request?
Automatic AI triage and routing classifies the message's intent as soon as it arrives — an urgent claim enters a priority queue, a routine status request follows the normal flow.
Is the SLA a deadline imposed by the platform?
There's no universal deadline imposed by WhatSMS — the SLA is configured by your own company, per team or queue, with a visible timer and automatic alerts.
How do I know what's about to exceed the deadline?
The SLA runs with a timer and per-team alert dashboard, visible on a single panel — your team sees what's about to exceed the defined deadline and responds to what's urgent first.
Does this work with custom pipelines by request type?
Yes, you can configure customizable pipelines and queues according to your logistics or transport business's most common request types.