Delivery Integrations

A delivery integration lets your agents take an order from conversation to shipment without requiring a Shopify store. With a supported service such as Nova Post, an agent can collect the order and recipient details, find a suitable branch or location, quote delivery, create a waybill after customer confirmation, check shipment status, and notify your fulfillment team through CRM.

Navigation: Open General → Integrations, expand Deliveries.

Long item descriptions are shortened on Nova Post waybills to fit carrier limits. Your full order descriptions remain available in CRM; you do not need to shorten your product names or agent instructions.

Agents can find Nova Post branches, lockers, and pickup points even when a spoken location number is transcribed with spaces or dashes. For example, 25-189 is searched as 25189 in the confirmed city. If no matching location is found, the agent asks for clarification rather than guessing missing digits or selecting another location.

If the customer chooses a different pickup number after an unsuccessful search, the agent can check that new choice without collecting their recipient details again. A failed delivery-price calculation does not necessarily mean the pickup point is unavailable: the customer can request another calculation with the same confirmed details. A new shipment still requires confirmation of the quoted terms.

Before connecting delivery

Use this feature when customers place orders directly by phone, email, or chat and you want the same agent to prepare delivery instead of asking a teammate to re-enter the details. It is especially useful for order-booking workflows that do not use Shopify.

You need an active account with a delivery service supported by the connection dialog. Gather the business sender details requested on screen. Delivery-bearing agent actions also require a working CRM integration, which gives your team a record to review and fulfill.

Connect and verify

Select Connect a Delivery.
Choose the delivery service.
Complete the fields shown for that service.
Select or enter the sender profile and sender location when requested.
Save the connection.
Wait for verification.

If sender-location search finds several settlements with the same name, include the oblast in Sender City, for example Тернівка, Запорізька область, and keep the branch number or address unchanged.

Do not enable agent delivery actions while the connection shows Verification pending or Verification failed.

Understand connection status

Connected — verified, enabled, and selectable.
Disabled — saved but not available to agents.
Verification pending — not ready for live use.
Verification failed — review details and verify again.
Prepayment only — the current connection supports only that customer payment option in Versafy.

Set workspace defaults

Workspace defaults keep payment and delivery rules consistent across multiple order-taking agents. After at least one verified connection is active, use Default for all agents to select common behavior. The form can include:

default delivery integration;
customer merchandise payment options;
who pays the carrier delivery price;
CRM stage or tags used when an order is ready for fulfillment.

Defaults do not automatically turn delivery on for every agent. Each agent must opt in.

For CRM ready-to-ship stage (Optional), choose a pipeline and stage, then save the delivery settings. The saved stage appears again when you reopen the settings after CRM options finish loading. Selecting a different CRM or pipeline requires choosing a stage again.

Enable delivery for an agent

Enable delivery only on agents that should collect and confirm shipment-bearing orders. For example, a Voice Agent can complete an order during a call, while a Messaging Agent can help a customer choose a location and prepare the waybill in chat.

Open a Voice, Email, or Messaging Agent and select Delivery.

Connect CRM first if the page asks you to.
Enable delivery for the agent.
Use workspace defaults or select an agent-specific connection.
Review merchandise-payment and delivery-payer options.
Select only the agent delivery actions needed.
Save and test with a non-customer scenario.

The agent should confirm products, customer details, destination, payment choice, and delivery quote before creating a shipment.

If the call context or campaign contact notes already contain the customer’s city and pickup branch, the agent confirms that destination instead of asking them to choose between pickup and courier again. For example, “Харків, відділення №65” should lead to a confirmation of that branch. Missing details or conflicting carrier matches still need clarification, and the customer can change the destination. Confirming the address does not replace the final confirmation to create the shipment.

The agent must wait for confirmation of a saved city before searching. Confirming the recipient’s name or choosing a locker does not confirm the city. For example, if the saved city is Запоріжжя, it asks whether delivery is still to Запоріжжя before looking up a pickup location there.

When the customer changes the destination, the agent keeps the recipient and other details already confirmed. It should not ask whether a newly selected address is unchanged or restart the questions. If the customer asks for a moment to find a branch number, the agent acknowledges and waits for their answer.

For pickup searches, a branch or locker number and city are best; a street and building address can also be used. Labels such as “поштомат” are accepted without affecting the search. If the number is incorrect, the agent should ask for the location’s address and confirm any different locker number returned for that address. It must not guess missing digits or choose a different building.

For villages or towns with the same name, provide the oblast as well. For example, “Тернівка, Запорізька область, поштомат 32897” distinguishes that village from a city named Тернівка elsewhere. The agent uses an oblast already supplied instead of asking for it again. If two searches still cannot resolve the confirmed destination, it stops requesting repeated landmarks and explains the limitation; it can offer human assistance when that action is available. It only changes destinations when the customer chooses another one.

If a spoken village name differs from Nova Post’s spelling, the agent can search the exact pickup number and ask you to confirm the returned village, oblast and address. For example, locker 49331 identifies Задубрівка at 2-й пров. Щербини, 2. It does not silently switch destinations. Changing villages preserves the recipient’s details, but requires the pickup number or address for the new village.

During voice calls, previously supplied recipient details and the oblast are retained across searches. Identical unsuccessful searches are not repeated. If payment instructions are missing, the agent can offer human assistance when enabled; it does not promise a payment link or callback unless that action is actually available and succeeds.

The agent checks which product-payment options are available before confirming the final terms. If payment on delivery is unavailable, it explains the alternative and asks for agreement. It only provides payment instructions that your store has supplied; it must not promise a payment message it cannot send.

For prepayment, the agent explains the next payment step before asking to accept the order. If your store has not supplied payment instructions, it tells the customer that the payment details must be obtained from the store and are not available in that conversation. It does not promise an automatic message or callback. Dispatch must wait until your store verifies payment.

The agent can explain the available payment terms and ask to create the shipment in one question. A clear agreement to that question is enough; agreeing only to a payment method or asking how to pay is not permission to create a shipment. Campaign scripts should quote the offer price without promising payment on delivery until the connected delivery service confirms it is available.

If only the delivery-price calculation is temporarily unavailable, the agent can explain that the fee will be provided later and continue. If the carrier rejects creation, the customer can ask the agent to try again with the same details or provide a correction. The agent checks the current terms and asks for a fresh confirmation before making another creation request. It does not automatically repeat failed requests or require an arbitrary change to the customer’s details. A timeout does not prove creation failed: check the shipment status before trying again. An already created shipment is not duplicated.

On voice calls, the agent can accept the order for processing while delivery is completed in the background; it does not ask the customer to remain on the line for that work. Acceptance for processing does not mean a waybill already exists.

After confirmed shipment creation, the agent does not read the waybill number unless the customer asks for it. The full number remains available in recent delivery operations and the shipment’s CRM record. When requested, the agent reads the number digit by digit.

Flag failed waybills for manual attention

Use CRM status fallback to make failed shipment creation visible to your team. For example, move an order to a manual-review status with its recipient, destination, payment details, and a comment explaining that waybill creation failed.

This option is disabled by default. Connect an active CRM to the agent first. In the agent’s delivery tools, open the waybill creation tool’s CRM status fallback settings. The setting is available from both Tools and the delivery section in Integrations.

Turn on Enable CRM status fallback.
Choose Fallback CRM status, different from your ready-to-ship stage.
Click Save CRM status fallback.

The setting applies to future creation attempts for that agent. Failed attempts receive a manual-attention comment and the selected status. If the outcome is uncertain, the comment asks your team to check whether a waybill already exists before creating another. This does not schedule a callback or send a customer message.

Failed attempts also populate supported CRM order fields with the confirmed recipient, destination, payment terms, items and known delivery quote. In SalesDrive, an empty product list can be filled for UAH orders so the order total is calculated; existing product lists are preserved. Native delivery city and branch can only be supplied when the CRM order is created. If an order already exists, use the general delivery address and manual-attention comment to complete those native fields yourself.

The call summary prominently flags manual waybill creation when it is still needed. Once the fallback is saved, the agent may confirm that the order was accepted and the store will finish arranging delivery; it does not claim that a waybill was created. If SalesDrive’s native Післяплата field remains blank before a waybill exists, use the confirmed payment terms in the general payment field and comment; a blank field is not permission to collect payment on delivery.

If the CRM update fails, review Recent delivery operations and use Recover CRM handoff where available. For uncertain shipment creation, use Verify in Nova Post as well. A later successful creation follows the normal fulfillment workflow and configured ready-to-ship stage.

Choose how product prices are supplied

To set up a complete ordering workflow, enable any delivery tool. Location search, quotation, and waybill creation are marked Required and turn on together. Price verification and tracking are marked Optional; they stay at your chosen settings unless you toggle them. These labels appear in both the agent’s Tools and delivery integration settings. In integration settings, click Save delivery settings to apply your selection.

Keep Verify product prices enabled to check the agent’s saved prompt and assigned knowledge base before preparing delivery. A clear promotional bundle price in the prompt is sufficient; a separate knowledge base is not required. Prices written in words are supported. State the payable bundle total clearly and distinguish it from gift certificate values or previous prices.

If you disable Verify product prices (called Resolve product price in the tools list), delivery can use the item prices entered by the agent from your offer without independent price verification. Quote and waybill creation stay available. Use this only when you are comfortable relying on the agent’s interpretation of your pricing instructions. Customer confirmation and delivery/payment eligibility checks still apply.

Review recent delivery operations

Use recent operations to confirm that a promised shipment was created and that your team was notified before anyone repeats the action. The Deliveries card shows recent operations with order, recipient, destination, payment, shipment status, tracking number, CRM status, and creation time.

Common states include Creating, Created, Needs verification, Failed, and Cancelled. CRM status indicates whether the fulfillment team was notified.

Configured order tags are added as native CRM tags where supported. If your CRM does not support tags, the labels are preserved in a separate order note instead of blocking the shipment handoff. This does not turn them into searchable native CRM tags.

Recover an uncertain operation

Use a recovery or reconcile action only when you have independently confirmed the shipment in the delivery service and can provide the exact requested reference. Recovery links an existing external result; it should not be used to create another shipment.

If an operation is uncertain, first search using the visible order marker, customer, and approximate time. Repeating a create action can produce duplicates.

Troubleshoot delivery

Agent Delivery settings are locked

Connect and enable CRM for that agent, then connect and verify a delivery service. Refresh the agent editor afterward.

Delivery creation is blocked

Read the blocker shown in the agent’s Delivery tab. Common causes include unverified prices, incomplete customer information, unavailable payment options, or missing CRM routing.

Shipment was created but CRM was not updated

Check the recent operation’s CRM status. Use the guided recovery action only after verifying what already exists in both systems.