WhatsApp is the fastest channel between you and our team during business hours. Our team works in English, Arabic, and Russian, so the conversation runs in whichever language fits your team. The page below covers why we lean on it, what fits the channel, what to keep on email, and what response speed to expect.
Why WhatsApp is our primary channel
Section titled “Why WhatsApp is our primary channel”Three reasons that compound.
- Fast. Replies inside minutes during business hours for most operational questions.
- Traceable. Every message has a timestamp; the thread itself is the audit trail for the conversation.
- Multilingual. EN, AR, and RU all handled in the same channel without code-switching pain.
It also fits how UAE logistics actually runs. Drivers, warehouse leads, account managers, and merchants are all on WhatsApp; the channel matches the workflow.
What to message about
Section titled “What to message about”Most of what you need lands cleanly on WhatsApp.
- Operational questions. Why is this order delayed, what is the status of that inbound, can we add a delivery instruction to a specific shipment.
- Account questions. Quick clarifications on a fee, a payout cycle, an invoice line.
- Quote requests. First-flag conversations for a new lane, category, or volume scenario; the formal quote process picks up from there per request a quote.
- Dispute flagging. Quick “I think this line on my invoice is wrong” before you send the formal email.
- Emergencies. Time-critical issues during business hours, with on-call cover after hours for dispatch issues.
What not to message about there
Section titled “What not to message about there”A few things stay better on email.
- Formal disputes needing a paper trail. Use [email protected] with the order ID or invoice number in the subject line. The dispute case opens cleanly that way and the audit trail anchors to a single thread.
- Multi-stakeholder threads. When the conversation needs to loop in finance, ops, and your account manager at the same time, email handles the thread better than WhatsApp.
- Document handover. Multi-page PDFs, signed agreements, large CSV files. WhatsApp compresses; email keeps fidelity.
Response expectations
Section titled “Response expectations”What to expect during and outside business hours.
- Business hours. Fast replies, usually inside minutes. Detailed answers that need the audit-trail review may take longer.
- Outside business hours. On-call cover for dispatch issues only. Non-urgent questions land in the morning queue and get answered same business day.
- Public holidays. Emergency cover for in-transit shipments. Non-emergency questions go to the next operational day.
Detail on hours sits in hours.
Related
Section titled “Related” Hours Standard hours, Friday and Sunday rules, on-call cover.
Escalation When WhatsApp is not the right channel.
Contact The full channel list with guidance on which to use when.