Your store receives a Naqel Express update
Review the order information and statuses available in your store. Confirm data access and supported workflows during the demo.
Naqel Express updateOut for delivery
Order #31942:41 PM
Why it matters
The delivery is moving. Your customer still has questions.
Customers want to know when a parcel clears, when it arrives, what to pay at the door, and how to send an item back. Tracking and SMS updates may explain one stage while questions land in your store's inbox. Fufa AI helps your team turn the available information into a clearer conversation.
Courier screensEmailWhatsApp
Fufa AIClearer next step
Fufa AIClearer next stepHow it works
Naqel Express moves the order. Fufa keeps the conversation moving.
A customer support workflow built around the Naqel Express information available to your store.
Fufa helps your store send a useful update
Plan WhatsApp and email communication around the available information and your store's messaging rules.
WhatsApp
Email
The AI agent helps with the next question
Answer routine questions using available order information and store policies. Route cases that need a person or logistics action to your team.
AI reply sentRoutine
Routed to support teamException
Delivery moments
Every delivery moment, a clear reply.
Five points in the order journey where customers tend to reach out.
Naqel Express · Handed over Update received
Zara Home UAEWhatsApp · Fufa AI
Has my order shipped?
Fufa AI agentYour Naqel Express order #9341 has been handed over and is being processed. Follow the latest updates here: naqelexpress.com/track/9341.
01 / Delivery moment
Shipment created or handed to Naqel
Confirm the available shipment stage and share tracking.
Beyond tracking
More than a tracking link
Fufa AI gives customers a place to ask the next question. Its ecommerce support agent can use the brand's product information and policies to help with order tracking, returns, refunds, and other routine enquiries. Conversations can be managed through Fufa's shared inbox and routed or escalated when a case needs human attention.
Connected customer support
One conversation. Every next step.
Help with order tracking, returns, refunds, and other routine enquiries, using your product information and policies.
Customer → Fufa AI → your team, when needed
Shared inbox
Where is my order?
Can I change my delivery?
Has my return been collected?
Exception routing
Support team
Rules to route exceptions to the store's team when a delivery changes or a case needs judgement.
Your policies, your voice
ReturnsRefundsBrand voice
Store policies and brand voice applied to customer replies for order, return, and product questions.
Beyond the delivery
Answers the next question.
Book a demoReturn pickup
Support that keeps going, even after delivery.
Help with order tracking, returns, refunds, and other routine enquiries, using your product information and policies.
Zara Home UAEReturn update · Fufa AI
Naqel Express × Fufa AIHas my return been collected?
Fufa AI agentYour return pickup for order #3194 is in progress. Once it's collected, we'll follow the next step in our return policy and keep you updated here.
Routed to support team · Layla Hassan
Benefits
What it's built to help with
A smoother experience for your customers. A clearer workflow for your team.
01
Keep customers in the loop
Keep customers informed without waiting for them to ask.
02
Make room for better support
Reduce repetitive "Where is my order?" follow-up.
03
Make the next step clear
Give customers a clearer path when a delivery changes or a return is underway.
04
Bring conversations together
Keep WhatsApp and email conversations organized for the support team.
05
Focus on what needs a person
Give the team more time for cases that need judgement or coordination.
Common questions