Nova Poshta waybills in chat

Why put the waybill in the chat

Nova Poshta is Ukraine’s largest delivery service, and every shipment gets a waybill (TTN) — a document with a tracking number. Delivery is one of the most common topics in an online store’s chat. First you need to collect the city and branch, then send the waybill number, and a day later answer “when will it arrive?”. Each manual step takes the operator’s time and leaves room for mistakes: the wrong branch, a mixed-up digit in the number.

Talkoly brings all of this into one conversation. The operator sees the chat history, payment and waybill side by side, and the customer gets everything about their order in the same place where they asked.

This is especially handy when the whole order happens in the chat: the customer doesn’t fill in a cart, doesn’t register on the site and doesn’t look for a tracking page. The operator collects everything needed for delivery in the conversation, and the waybill number and parcel status stay in the history — easy to find if the customer writes again a few days later.

How it works

• Delivery form. The operator sends the customer a form where they choose a Nova Poshta city and branch from the directory. The details arrive in the conversation in the correct format.
• Add an existing waybill. If you create shipments in your Nova Poshta account or in a CRM (a list of customers and orders with their history), just paste the waybill number into the conversation.
• Create a waybill from the chat. Connect your store’s Nova Poshta API key (an API is a way for programs to exchange data automatically), and you can create a waybill without switching to another service.
• Tracking for the customer. The parcel status shows in the chat, so the customer sees what stage it’s at.

A handy combination: the customer paid through a monobank or LiqPay invoice in the chat, saw “✅ Paid”, filled in the delivery form — and got a waybill in the same conversation.

What you need to connect

The API key is generated in your Nova Poshta personal account. Waybills are created in your store’s name and under your contract — Talkoly only passes on the data.

How to get started

1. Sign up and install the live chat on your website.
2. In the integration settings, paste your Nova Poshta API key — if you want to create waybills from the chat.
3. In a conversation, send the customer the delivery form so they can choose a city and branch.
4. Create or add a waybill — the customer will see the parcel status in the chat.

You can reply from your phone too: chat in Telegram receives messages from your site, and your reply goes to the customer. If customers also write in Viber or Instagram, gather everything in one inbox.

Frequently asked questions