Supported Channels for Perform.AI Delivery Notifications
Does your post-purchase communication feel fragmented? See how Perform.AI unifies delivery notifications across every
Where do automated order status updates get delivered to shoppers?
Proactively tell customers what's happening to their order, via email, SMS, WhatsApp, or integrate with your communications platform. This multi-channel approach ensures you can proactively inform customers about their orders on the channel they prefer, creating a consistent post-purchase experience.
Last reviewed October 14, 2026
The goal is to provide flexibility for both business and technical teams. You can choose the channel that best fits your customer engagement strategy and operational workflow.
Email: This is a standard channel for detailed updates, order confirmations, and return instructions.
SMS: For time-sensitive alerts like 'Out for Delivery' or 'Delivery Attempted', SMS provides immediate reach. This channel is configured using a specific payload field for automation.
WhatsApp: Engage customers on a conversational platform they use daily.
Your Communications Platform: If you already use a dedicated platform for customer messaging, Perform.AI can integrate with it. This allows you to manage all communications from one place while using Perform.AI's standardized event data to trigger the messages.
Webhooks: For teams that want to build custom logic or feed data into other business systems (like a data warehouse or internal dashboard), outgoing webhooks push shipment tracking updates to your systems instantly. This avoids the need for constant polling and provides real-time data flow.
Do the messages come from my brand or the carrier?
Every update your customer receives comes from your brand, not the carrier. Perform.AI is designed to filter out carriers’ raw, unbranded emails so that the entire post-purchase journey is consistent with your brand identity.
From the moment an order is confirmed, all touchpoints reflect your brand. According to Perform.AI's product documentation, tracking pages, delivery notifications, returns, and claims updates all carry your brand. This ensures that whether a customer is checking a Branded Tracking Page or receiving an SMS alert, the look, feel, and tone of voice are yours. This control is central to reducing customer service workload by preventing the fragmented experience that occurs when shoppers are sent to generic carrier websites.
Which moments trigger a message?
The system turns raw carrier updates into over 155 standard events, ensuring that a status like "delivered to your neighbour" reads the same regardless of which shipping carrier sent the update. This consistency powers timely and relevant post-purchase communications.
Key moments that trigger notifications include:
Delivery Delays and Rescheduling: When a parcel is delayed, Perform.AI enables you to tell customers the exact reason and provide actionable next steps. Similarly, if a parcel runs late or even early, the estimated delivery date is updated on the tracking page and in notifications, managing expectations proactively.
Claims Updates: For lost or damaged parcels, you can keep shoppers updated on claim status with branded notifications, reducing anxiety and inbound queries during a stressful experience.
Returns Milestones: The returns process is a crucial part of the customer journey. Perform.AI sends proactive notifications to inform customers when their return is approved, when it's time to drop it off, and when their refund is on its way.
How do developers set up email and SMS updates?
For developers, automating email and SMS notifications is a direct process handled via the data you send to Perform.AI. Instead of manual configuration in a UI for every single notification, setup is embedded in your system's integration. According to the developer documentation, you can set up automated email and SMS shipment update notifications in Perform.AI using the `notification_email` and `notification_phone` fields in the shipment data payload.
When you create or update a shipment, including these fields with the customer's contact information automatically enrolls them to receive the relevant alerts you have configured.
Can I send updates through my own system instead?
Yes, you can use your own systems to send all customer communications. You can consume Perform.AI's standardized tracking events through outgoing webhooks rather than using its own notification channels. Instead of your systems having to constantly poll an API for updates, webhooks push shipment tracking updates to your systems the moment Perform.AI processes new events.
It gives your team the clean, normalized event data needed to trigger messages from your own CRM or communications platform.
What should you do next?
To improve your post-purchase communication, the first step is to audit your current channels. Identify where customers receive conflicting information from carriers and where communication gaps exist. A unified strategy is essential for a seamless delivery experience.
Next, have your development team review the payload fields and webhook documentation. Understanding the technical requirements for both native notifications and data integration will clarify the implementation path.
Finally, explore how a fully branded and proactive communication strategy can directly impact your key metrics. By taking control of every message, you can reduce customer service tickets, build brand loyalty, and turn the post-purchase phase into a positive, engaging experience for your shoppers.
To unify your post-purchase messaging and take control of the customer journey, see how branded notifications work with Perform.AI.
Frequently Asked Questions
Does Perform.AI support WhatsApp notifications?
Yes, Perform.AI supports sending proactive, branded updates directly to customers on WhatsApp. This is one of the native channels offered, alongside email and SMS, allowing brands to communicate with shoppers on a platform they use frequently. You can also integrate with your own communications platform instead.
Can Perform.AI send SMS delivery updates?
Yes, Perform.AI can send automated SMS updates for key delivery events. This channel is ideal for time-sensitive alerts. Setup is handled by developers, who include the customer's phone number in the `notification_phone` field when sending shipment data to Perform.AI. This automates enrollment for SMS notifications without requiring manual configuration.
Can I stop carriers emailing my customers?
Yes, Perform.AI is designed to help you own the entire customer communication experience. The platform can filter out carriers’ emails, ensuring that every update a customer receives—from tracking pages to delivery alerts—comes directly from you and carries your brand identity. This prevents the confusing, unbranded experience of being redirected to third-party carrier sites.
