Live chat
Your team answers live.
0 €for life
No payment card, no commitment.
Unlimited conversations
- Your team answers live
- 1 website, a chat window in your colours
- Shared inbox
- No automatic replies by the AI
- A “by Cantya” mention on the bubble
Order tracking by phone
“Where is my order?” gets an answer, even at 9 pm.
Cantya answers on your delivery times, delivery methods and carriers, takes down the order number and passes you whatever needs checking.
- Hosted in the EU
- GDPR compliant
- 6 languages
- 24/7
Ms LaurentCustomer · parcel expectedLive00:37
Good evening, I ordered four days ago and I still haven’t received anything.
With standard delivery, it’s still within the delivery time. Do you have your order number?
Yes, it’s order 58214. And I’m going away on Monday.
Noted, along with your departure on Monday. The team will check your parcel and get back to you.
Call reportRequest passed on
- Order number recorded
- Request posted in Slack
- Answer taken from your delivery times
Sent to
Rooted in Nouvelle-Aquitaine
They trust Cantya
The question you are asking
What is order tracking by phone?
Order tracking by phone covers the calls made between purchase and delivery: a customer wants to know when their parcel will arrive, which carrier is delivering it, what to do if they are out when the driver calls. For an online shop or a distributor, these calls weigh heavily in the volume, and most call for answers already written.
A customer calling about their order rarely asks for information that only you hold. They want the usual lead time, the difference between a pickup point and home delivery, what to do when the driver came while they were out. These are your delivery terms, said out loud.
Cantya knows them because you supplied them, and it answers on them. It sees neither your back office nor the carrier’s tracking: when the caller expects information specific to their order, it takes down the order number, the name and the reason, then passes the request to you for checking, or transfers the call if the customer wants to speak to someone.
In practice
How it gets set up
- 01
You supply your delivery terms
Lead times by shipping method, carriers used, areas served, the procedure in case of absence or delay. The document you already publish on your website is often enough to start with.
- 02
Cantya answers on your delivery rules
How many days to allow, which carrier comes, how to collect a parcel from a pickup point. The caller gets their answer without waiting for an advisor to become free.
- 03
It takes down the order number
As soon as the question concerns a specific order: number, name, reason for the call, when the customer can be reached. Your team has nothing to piece together.
- 04
Checking goes back to your team
A complete message in your dashboard or your support tool, or a transfer to the number you designated if the customer asks to speak to someone. You look up the tracking, then get back to the customer.
Connectors
What lands in your tools, call after call.
For this scenario, here is where Cantya files what it did. The other connectors plug in the same way, in two clicks from your workspace.
- TeamsThe summary is posted in the Teams channel.01
- SlackAn alert goes to the team’s channel.02
- GmailThe call report reaches the team by email.03
All connectors
Before and after
What changes against an overloaded customer service team
| An overloaded customer service team | Cantya | |
|---|---|---|
| The peak after a promotion | A long wait for a simple question about lead times | Calls are taken in parallel |
| A question about delivery times | An advisor deals with it between two cases | Cantya answers it with your terms |
| The order number | Asked for at the end of the call, or forgotten | Taken down before anything is passed on |
| A parcel running late | The customer calls back and explains everything again | A single request, with the reason and the order number |
| Evening calls | They wait for opening time the next day | They get the answer on your delivery rules |
| A customer who does not speak French | Someone who speaks their language has to be found | Cantya answers in English, Spanish, German, Italian or Romanian |
They use it every day
What our customers say about it.
« J’ai mis Cantya en place pour gérer le SAV de ma boutique et franchement, ça m’enlève une bonne charge. Je m’y retrouve beaucoup mieux dans les demandes clients et je passe moins de temps dessus. » « On utilise Cantya pour prendre le relais sur nos appels quand on est déjà en intervention ou qu’on ne peut pas décrocher. C’est vraiment pratique, on évite de perdre des appels et nos clients ont toujours une réponse. Ça nous soulage beaucoup au quotidien. » « Nous utilisons ce service pour la relance de nos impayés et nous en somme très satisfaits. Un vrai gain de temps au quotidien, avec des retours positifs et une gestion beaucoup plus efficace. » « Je suis ravie de l’usage Canthya qui me permet de proposer un service conseil adapté à nos client architectes. Je conseille l’outil !! » « Très bonne expérience avec Cantya ! Service pratique, efficace et simple à utiliser. L’équipe est professionnelle, réactive et à l’écoute. Je recommande sans hésiter ! » GDPR compliant. On every exchange.
Read the privacy policy- Hosted in the European UnionData encrypted in transit and at rest.
- The AI identifies itselfIn the first sentence, on inbound and outbound calls alike, as the EU AI Act requires.
- Immediate opt-out“Don’t call me again” goes straight onto a list shared by all your campaigns.
- Every exchange loggedTranscript, outcome and follow-up: who, when, what.
Legal calling hours : Outbound calls Monday to Friday, 10 am to 1 pm and 2 pm to 8 pm. · Supervised subprocessors : Processing outside the EU is covered by the European Commission’s standard contractual clauses.
Pricing
Your AI agent from 24 € a month
Live chat is free for life: your team answers. With the AI chatbot, Cantya answers for you 24/7, and you add the AI voice agent or AI WhatsApp whenever you like. No commitment.
Essentiel
To get started gently.
2 months free
24 €excl. VAT / mo
288 € excl. VAT billed once a year
400 credits is about:
- ≈ 400 written conversations
- ≈ 100 text messages
Everything in Free, plus:
- AI chatbot
Optional
The AI answers for you, and you can take over whenever you like.
Pro
For a busy business.
2 months free
65 €excl. VAT / mo
780 € excl. VAT billed once a year
1,250 credits is about:
- ≈ 1,250 written conversations
- ≈ 313 text messages
Everything in Essentiel, plus:
- AI chatbot
Optional
The AI answers for you, and you can take over whenever you like.
Premium
For a high volume of conversations.
2 months free
149 €excl. VAT / mo
1 788 € excl. VAT billed once a year
3,200 credits is about:
- ≈ 3,200 written conversations
- ≈ 800 text messages
Everything in Pro, plus:
- AI chatbot
Optional
The AI answers for you, and you can take over whenever you like.
Credits are shared according to your use, between calls and written messages. Never cut off: the AI voice agent always picks up, and the AI chatbot switches back to Live chat once the credits are used up.
Frequently asked questions
Everything you need to know.
Another question?Our team will answer, with your use cases in front of them.Talk to the team
Can Cantya say where a parcel is?
No. It has access neither to the carrier’s tracking nor to your order management tool. It gives the usual lead times you supplied and, if the customer expects a precise location, it takes down the order number so that you can check.
What does it need to get started?
Your delivery terms as they appear on your website, the list of your carriers, your lead times by shipping method and the procedure in case of absence or delay. You then add to it from the calls you read back.
How do requests that need checking reach my team?
Every call leaves a summary, with the order number taken down, and the full transcript stays in your dashboard. The summary and a listening link can go automatically to the support channel in Slack or Teams, or to the support email address.
And when the parcel has arrived but there is a problem?
That moves from order tracking into after-sales. Cantya takes down the reference and the problem found, then applies the rules you wrote for your after-sales service: an answer, a transfer or a request passed on.
See also
Other solutions
Your industry
The next call gets answered.
Show us your calls and we will show you what Cantya would do with them, or try it yourself in a minute.