Intake
Separate new questions from follow-ups
Model case studies · example Tygy workflows
A logistics operator with multiple terminals, dispatchers and a customer service team.
Every shipment question has a next step
A customer reports a delay, support checks with a terminal, and the next shift needs to continue the conversation. Keep the history and ownership of the reply in one workflow.
Who this is for
Shift work
Include colleagues through Telegram Desk
Customer context
Use previous conversations
What Tygy can do
Intake
Separate new questions from follow-ups
An agent asks for the shipment reference and details of the delay. Tags help find related topics and an assigned owner keeps the conversation moving.
- Record the shipment reference and customer question.
- Assign an owner for the reply.
Shift work
Include colleagues through Telegram Desk
A colleague can handle a conversation in Telegram Desk while the rest of the team uses the web interface. Shared history supports shift handoffs.
- Read previous messages before replying.
- Record confirmed information in notes.
Telegram Desk
Order delivery
Contract question
Service setup
Hello! Could you confirm the delivery time?
Assigned to agent · Helen
Hi Anna! I will check with the delivery team and get back to you.
Customer profile · Mini AppConversation history · Notes · Saved replies
Reply to customer…
Customer context
Use previous conversations
The contact profile helps agents review communication with the customer’s representative. An employee checks the current shipment status in the transport system.
- Confirm the contact person for the shipment.
- Distinguish a promised date from a verified status.
Screenshots show the Tygy interface with demonstration data. Names, conversations and figures are examples.
How the process works
From a request to the next step
A logistics operator with multiple terminals, dispatchers and a customer service team.
- Customer
Asks about delivery
Provides a shipment reference and describes the problem.
- Customer service
Owns the request
Assigns an owner and records the details.
- Dispatcher
Checks the status
Confirms information in the transport system or with the terminal.
- Next shift
Continues the conversation
Reads the history and sends the confirmed answer.
What to measure in a pilot
- Time to clarification
- Measure the time from the customer’s question to the dispatcher’s confirmed answer.
- Shift handoffs
- Review instances where a shift change caused details to be collected again.
- Waiting requests
- At shift end, manually check which open questions lack a next step.
Everyday tools
What the team needs
Intake
Record the shipment reference and customer question.
Shift work
Read previous messages before replying.
Customer context
Confirm the contact person for the shipment.
Logistics operators
Questions and answers
Does Tygy display a shipment’s location?
Not in this workflow. Dispatchers obtain status from the transport system and use Tygy to communicate with customers.
Is this a real customer case study?
This is a model workflow based on Tygy features that you can adapt to your company’s processes.
Where should we start a pilot?
Choose one team and request type. Compare the existing workflow with a pilot using comparable samples, then decide what to expand.
Test the process with one request stream
Choose one team and request type. Compare the existing workflow with a pilot using comparable samples, then decide what to expand.
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