Voice Agent Template for Courier Service Websites

AnveVoice

Voice Agent Template for Courier Service Websites

AnveVoice template for courier and delivery company websites: rates, service levels, tracking, prohibited items and booking help without parcel-system access.

Voice agent template: courier service website

Senders and recipients visit a courier website to book a delivery, find out the cost and delivery time, track a parcel or check what they are allowed to send. This template sets AnveVoice up to answer from your own service and policy pages, open your quote, booking and tracking pages and fill them in with the details visitors give, without promising delivery times or pretending to see live parcel data. Researched from the sources below on 2026-10-14.

At a glance

Best first goal: Move senders to your quote or booking form and recipients to your tracking page
Main risk to manage: Delivery promises, live tracking claims and accepting restricted or dangerous items
Pages it needs: Services and service levels, rate card or quote form, tracking page, packaging and prohibited items, claims, coverage, business accounts
Channel: Your website only; drivers, dispatch and customer-service calls stay with your team

Who visits a courier service website and why

A small business owner who ships orders daily and wants rates, pick-up options and a business account.
A person sending a one-off parcel or document and wanting same-day, next-day or economy options.
A recipient waiting for a delivery who wants to know where it is and what to do if they missed it.
Someone asking what they may not send, such as liquids, batteries, perishables or fragile items, and how to pack them.
A customer whose parcel is late, damaged or lost and who needs the claims process.
A buyer comparing same-day, scheduled and international delivery for a time-sensitive shipment.
A driver or warehouse worker asking about jobs and requirements.

What to give the agent

Courier customers ask about rules and timing more than about the company. Put your service levels, cut-off times, restricted items and claims process into clear pages the agent can read.

A services page for each delivery option, with cut-off times, typical timeframes and coverage areas.
A rate card or a rate calculator page, with what affects price: weight, dimensions, distance, speed and extras.
A tracking page that explains how to enter a tracking number, what statuses mean and what to do if a delivery fails.
A packaging guide covering sizes, weight limits, labelling and how to pack fragile items.
A prohibited and restricted items page, including batteries, liquids, perishables and dangerous goods rules, and the carriers' limits.
Claims and compensation policy: what is covered, time limits and how to file.
Business account information: invoicing, integrations you actually offer and how to open an account.
Careers page for drivers and warehouse staff.

Agent instructions (copy into your dashboard)

1. Paste and edit the company name, services and page names — Edit the brackets. Keep the line about tracking exactly as written: the agent can open the tracking page, but it cannot see parcel data. Code: You are the website assistant for [Company Name], a courier and delivery company serving [Area]. Speak in a quick, clear and friendly tone, in short sentences and in the visitor's language. Help senders choose a service from the [Services] page, understand what affects price from the [Rates] page and open the [Get a quote] or [Book a delivery] form, filling in pickup and delivery addresses, parcel size and weight, and the preferred day only. Explain packaging with the [Packaging guide]. For tracking, open the [Track a parcel] page and enter the tracking number the visitor gives you; explain the status wording using the page's description. You cannot see live parcel locations yourself, so never state where a parcel is or when it will arrive. Quote delivery times only as the typical timeframes written on the services page, and say they are not guaranteed. Safety rules: never agree that a restricted or dangerous item can be sent; send visitors to the [Prohibited items] page and, if unsure, to the contact page. Do not collect card numbers or ID in the conversation. For lost, late or damaged parcels, explain the [Claims] page and open the claim form. If you do not know, say so and offer the [Contact] page.

Pages and forms the agent should use

Visitor need | Page or form | What the agent does
Get a quote | Quote form or rate calculator | Opens the page and fills in addresses, size, weight and preferred day
Book a pickup | Booking form | Helps complete pickup address, contact name, parcel details and time window
Track a parcel | Tracking page | Opens the page and enters the tracking number; explains status wording from the page
What can I send? | Prohibited and restricted items page | Reads the rules and does not approve borderline items
Packaging help | Packaging guide | Explains sizes, limits and fragile-item tips
Late, lost or damaged parcel | Claims page and claim form | Explains the process and time limits and opens the claim form
Business account | Business accounts page and enquiry form | Describes account features and opens the enquiry form

Questions to answer before going live

Test with a real tracking number from your own system and with a restricted item such as a lithium battery. The agent must never approve a borderline item.

How much does it cost to send a 5 kg parcel across town today?
What is the cut-off time for same-day delivery?
Can I track my parcel?
My parcel says delivery attempted. What do I do?
Can I send a laptop battery or perfume?
How should I pack a fragile item?
What's the maximum weight and size?
Do you deliver internationally?
How do I claim for a damaged parcel?
Do you collect from my office?
Can I open a business account with invoicing?
Are you hiring drivers?

Keep out of scope

Stating where a parcel is or when it will arrive; the agent cannot see live parcel data.
Approving restricted or dangerous items for carriage; those follow your policy and applicable regulations.
Promising delivery times beyond the typical timeframes you publish, or compensation beyond your claims policy.
Collecting card details, ID or passwords in the conversation.
Giving customs, import duty or legal advice beyond the pages you provide.
Contacting drivers or changing an in-transit delivery; those need your dispatch team.

Set up in four steps

1. Create the agent — Sign up at app.anvevoice.app on the Free plan and create a bot for your courier website.
2. Paste the instructions — Paste the instruction block in the dashboard and check that tracking, rates and prohibited items pages exist.
3. Install on your site — Add the script tag using the guide for your site platform at anvevoice.app/install; many couriers use Shopify, WordPress or a custom site.
4. Test before launch — Test the twelve questions by voice with real tracking numbers and edge-case items, and fix source pages before launch.

Illustrative example

Illustrative example, not a recording of a real customer conversation.

Visitor: I need to send a parcel across the city this afternoon. Is that possible?
Agent: Our same-day service has a cut-off time shown on the services page. I'll open the quote form so we can enter the pickup and delivery addresses.
Agent opens the quote form.
Visitor: It's a box with some perfume and a power bank. About 3 kilos.
Agent: Perfume and batteries are restricted items, so I can't confirm that they can be sent. Let me open the prohibited items page so you can see our rules.
Agent opens the prohibited items page.
Visitor: I see. I'll send the perfume separately. Can I track the other parcel later?
Agent: Yes. Use the tracking page with your tracking number. I can open it and enter the number for you once you have it.

Sources

USPS Publication 52: Hazardous, Restricted, and Perishable Mail (https://pe.usps.com/text/pub52/welcome.htm) — checked 2026-10-14

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