BOX NOW
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BOX NOW lets the agent answer “is my parcel in the locker yet?” on the phone. The caller says the parcel number, the agent reads it back, looks it up in BOX NOW and tells the caller the current status and the latest events.
Open Integrations - Catalogue - BOX NOW - Connect. One connection is shared by the whole company. Then turn on the Courier tool on each agent that should track parcels.
What you need before you start
Section titled “What you need before you start”- A BOX NOW partner account with API access.
- From the BOX NOW developer portal: an API Client ID and Client secret.
What you enter
Section titled “What you enter”Test connection signs in to BOX NOW with these credentials. Use it before Connect.
First setup
Section titled “First setup”-
Get the API credentials
In the BOX NOW developer portal, copy your Client ID and Client secret.
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Connect BOX NOW
Integrations - Catalogue - BOX NOW - Connect. Paste both values, then Test connection and Connect.
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Turn on the Courier tool
My Agents - agent - Skills - Tools & Workflows - turn on Courier. Track voucher is on by default. Save.
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Prove it
Call the agent with the number of a recent BOX NOW parcel. The agent reads it back digit by digit, then tells you the status.
What the agent can do
Section titled “What the agent can do”- Track a BOX NOW parcel: current status, whether it is already waiting in the destination locker for pickup, whether it is delivered, and the latest events with time and place.
- Read the parcel number back before the lookup.
- Find the parcel without being told the courier. The agent tries every courier the company has connected.
Troubleshooting
Section titled “Troubleshooting”Test connection fails
BOX NOW refused the sign-in. Check the Client ID and Client secret in the developer portal. If you filled API URL, the credentials must belong to that environment. Test credentials do not work on the production API.
The agent says the parcel was not found
BOX NOW has no record of that number. Check the read-back in Calls for a misheard digit. Callers sometimes read out the shop’s order number instead of the BOX NOW parcel number.
The agent says it cannot track parcels
The Courier tool is off on this agent, or the agent was not saved after turning it on. Open Skills - Tools & Workflows, check Courier and Track voucher, then Save.