DT Agent

A conversational bot built on DispatchTrack's two-way messaging framework. Over SMS, the end customer checks order status and ETA, reschedules an appointment, leaves delivery instructions or answers a survey — without switching channel or installing anything.

Where-is-my-order enquiries were swamping the support team. And deliveries kept failing over details nobody asked for in time: the apartment number, the gate code, how you get into the building. DT Agent asks for them earlier, in the same conversation, and writes them onto the order.

The delicate part wasn't the dialogue but deciding when the bot must not speak: it steps back if a human agent is in the conversation, doesn't interrupt while a notification workflow is running, and waits out the cool-off after a human interaction. When a request falls outside what it can do it escalates and says so, rather than leaving the customer waiting for an answer that isn't coming.