How to handle delivery drivers and vendor calls with an AI voice agent
Drivers and suppliers are not customers and not spam. They call because something is waiting at your door or an order is about to change. Give your AI voice agent a short, separate path for them.
Who actually calls
A courier outside a locked building. A supplier confirming Thursday's drop. A tradesperson asking where to park the van. A vendor chasing an unpaid invoice. Each wants a quick, practical answer, and none of them wants the sales menu meant for new customers.
Recognise them early
Put one question near the top of the call: "Are you calling about a delivery, an order from us, or something else?" The answer sends the call down the right path without a long interview.
What to capture
For a delivery: the company, the name on the parcel, where they are right now and a number to call back. For a supplier: their company, the order or invoice reference and what has changed. Skip anything the person on your side would have to ask again.
Decide what the agent may say
Be clear about what can be shared. The agent can say where to leave a parcel or which entrance to use. It should not confirm who is in the building, share a customer's details or promise that someone will sign for a package unless you have said so.
Know which calls need a person now
A driver waiting at the door with perishable goods cannot wait until tomorrow. Mark a short list of cases that go straight to your team, such as perishables, a blocked access road or a supplier changing a delivery today. Everything else becomes a message.
Keep a separate note for repeat callers
Regular suppliers call often. Add their usual contact and standing arrangements to the knowledge base so the agent does not ask the same questions every week.
Example: courier at the gate
Caller: Hi, I've got a pallet for your warehouse and the gate's shut.
Agent: Thanks for calling. Are you with a courier company, and do you have an order reference?
Caller: Yes, it's a freight carrier. Reference ends in 4471.
Agent: Got it. Please wait at the side gate on the left. I'm passing this to the team now, and can I take a number in case they need to reach you?
What it costs
InfiVoice bills by credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month and includes 250 credits.
Frequently asked questions
Should drivers go through the same greeting as customers?
Keep the greeting the same and let the first question split the paths.
Can the agent tell a courier where to leave a parcel?
Yes, if you have written the instruction into the knowledge base, for example the side door or the reception desk.
What if a supplier wants to change an order?
Have the agent take the reference and the change and flag it for your team. It should not agree to changes itself.
How do I stop sales calls landing on this path?
Use the vendor path only after the caller says it concerns an existing order or delivery. Anything else follows your sales-call rules.
Related
- /blog/how-to-take-messages-with-an-ai-voice-agent
- /blog/how-to-route-calls-for-a-specific-person-with-ai-voice-agent