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Let your phone agent track shipments, check addresses and send labels through ShipEngine.

ShipEngine connects your phone line to the carriers you already ship with. When a customer calls about an order, your agent can look up the tracking status, confirm where a package is, and check that a delivery address is valid before a shipment goes out. Your agent can also create a shipping label on a call and send the details to the customer. Connect ShipEngine with your own account from its settings, and your agent works with the carriers you already use.

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What your agent can do with Shipengine

  • Look up live tracking status for a package and read it back to the caller
  • Validate and correct a delivery address during the call before the order ships
  • Create a shipping label and send the tracking details by text or email
  • Check which carriers and service levels are available for a given shipment
  • Hand over to a person when a shipment needs manual handling

Shipengine exposes 66 actions. You choose which ones the agent may use and whether each runs during or after the call.

Example calls

Where is my order?

  1. Caller

    Hi, I placed an order last Tuesday and I still haven't received it. Can you check?

  2. Agent

    Of course. Can I have the order number or the email you used at checkout?

  3. Caller

    It's 48213, under sara.bennett@example.com.

  4. Agent

    Thanks, Sara. Your package left our warehouse Thursday morning and was scanned in Denver yesterday at 4:15 PM. The carrier expects delivery tomorrow by 8 PM. I can text you the tracking link now.

Checking an address before shipping

  1. Caller

    I want to order a replacement part, but I'm not sure my new apartment address is entered right.

  2. Agent

    No problem. What's the street address and ZIP code?

  3. Caller

    It's 1420 Maple Court, Unit 6, Austin, 78704.

  4. Agent

    That address checks out, but the suite format is slightly different on the carrier's record. I've updated it to Unit 6 with the standard format. Do you want me to place the order now?

Confirming a label and delivery window

  1. Caller

    Can you send out my return label? I need it to go out today if possible.

  2. Agent

    Yes. I can see your return request from Monday. Your label is ready for the Ground service, and a pickup can be scheduled for this afternoon.

  3. Caller

    Perfect. Please send it to my email.

  4. Agent

    Done. The label and drop-off instructions are on their way to your inbox now, and you'll get a confirmation text too.

How to connect Shipengine

  1. 1

    Create your agent

    Sign up to AgentCalls, pick an English or Arabic voice and write what the agent should know and do in plain language.

  2. 2

    Connect Shipengine

    From Integrations in the dashboard, choose Shipengine and enter the connection details from your Shipengine account settings.

  3. 3

    Choose the actions

    In the agent editor, enable the Shipengine actions the agent may use and set each to run during the call or afterwards. Then test it from your browser.

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Questions, answered.

Does the agent work with ShipEngine during the call or after it?

Both. Your agent can look up tracking, validate addresses and create labels while the caller is on the line. It can also follow up after the call by sending tracking links or label details.

What do I need to connect ShipEngine?

You need an active ShipEngine account with your carriers set up. Copy the credentials from the ShipEngine settings and connect them from your AgentCalls dashboard. No technical setup is required.

Which AgentCalls plan includes ShipEngine?

Tool integrations, including ShipEngine, are included from the Growth plan onward.

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Put your agent to work with Shipengine.

Connect in minutes, test from your browser, go live on a number in the US, UK or Gulf. Free to start, no card needed.

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