Connect GrabExpress to WhatsApp, Instagram and AI Chat
Yes. AeroChat works directly with GrabExpress. It reads delivery quotes and live delivery status from GrabExpress and books, schedules and cancels deliveries through GrabExpress’s API, on WhatsApp, Instagram, web chat and every other channel your customers use.
GrabExpress is Grab’s on-demand delivery service, with drivers who pick up from your shop and deliver across the city, usually the same day. If you send local deliveries with GrabExpress, AeroChat can answer customers on WhatsApp, Instagram, Messenger, Telegram, web chat or email and do the delivery work in the same conversation: quote the fee and timing, book the driver, share the driver’s details and live tracking link, and cancel before pickup if plans change. It connects through GrabExpress’s API. You describe the workflow in your own words, AeroChat builds it, and GrabExpress stays the place your team checks.
Delivery with POS Malaysia is built into AeroChat, so you can book it without an API setup. See how it works. This page is for businesses that already deliver with GrabExpress.
What you can do with GrabExpress and AeroChat
- Quote a delivery in chat. AeroChat asks GrabExpress for a quote from your shop to the customer’s address and replies with the fee and the expected pickup and drop-off times, before anything is booked.
- Book a delivery from WhatsApp. AeroChat collects the address, recipient and parcel details and books the GrabExpress delivery for the service the customer picks.
- Track the delivery. AeroChat reads the delivery’s status from GrabExpress and replies with where it is, the driver’s name and vehicle once one is assigned, and the live tracking link.
- Cancel before pickup. If the customer cancels while GrabExpress is still finding a driver or the driver is on the way to you, AeroChat cancels the delivery. Once the parcel is picked up, it passes the request to your team.
- Schedule a delivery for later. For customers who want delivery tomorrow or the day after, AeroChat books a scheduled pickup within a time window, up to two days ahead, where your account offers it.
- Collect cash on delivery. If you offer cash on delivery, AeroChat adds the amount the driver should collect to the booking and tells the customer what to have ready.
What it looks like on WhatsApp
Customer: Hi, can you send the birthday cake to Bangsar today? (example)
AeroChat: Yes. From our shop in Petaling Jaya to Bangsar, an instant car delivery is RM 18, picked up in about 20 minutes and delivered by about 3:40pm (example). Shall I book it?
Customer: Yes please. It’s for Daniel, 012-345 6789, Jalan Telawi 3.
AeroChat: Booked. I’ll send the driver’s details and the tracking link as soon as a driver is assigned.
In GrabExpress: a quote is requested for the route, then an instant delivery is created with the recipient’s details and your order number.
Customer: Where’s the driver with my order #9102? (example)
AeroChat: Your parcel is on its way. Ahmad is delivering it on a motorbike, plate WXY 1234 (example). Here’s the live tracking link from GrabExpress.
Customer: Thanks!
In GrabExpress: nothing changes. AeroChat read the delivery’s status, driver details and tracking link.
Works on every chat channel
Your customers message you wherever they already are. The same GrabExpress connection and the same workflows run on each of these channels, and GrabExpress stays the record whichever one they use.
| Channel | What your customers can do |
|---|---|
| Message your WhatsApp Business number to get a delivery quote, book a delivery, cancel it or ask where the driver is. Voice notes are transcribed, so a spoken request works too. | |
| Do the same by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Do the same with your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| Telegram | Do the same with your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through GrabExpress’s API, documented at developer.grab.com. Through it, AeroChat gets delivery quotes, creates deliveries, reads a delivery’s details and status, and cancels deliveries that have not been picked up.
- What AeroChat reads from GrabExpress: quotes with the fee, currency, distance and expected pickup and drop-off times, and each delivery’s status, driver name, phone and vehicle, and live tracking link once a driver is assigned.
- What AeroChat writes to GrabExpress: new deliveries with the sender and recipient details, addresses, parcel description and size, service type, your order number, an optional scheduled pickup window and an optional cash on delivery amount, and cancellations of deliveries that have not been picked up.
To connect, register with GrabExpress for an integration, then add an OAuth client in the GrabPlatform Dashboard and copy its client ID and secret. GrabExpress has a sandbox for testing. Live access is turned on by Grab for each country and city you deliver in, through your GrabExpress Business contact, so ask them before you go live. GrabExpress can also send delivery status updates to a webhook. Where you set that up, AeroChat can pass a status change on to the customer in the conversation they started.
The services and vehicles you can book depend on your GrabExpress account and city. A tracking link appears only once a driver is assigned. A delivery can be canceled while GrabExpress is finding a driver or the driver is on the way to pick up, not after pickup.
You describe the workflow in your own words, for example “when a customer asks for delivery today, quote GrabExpress and book it if they agree”. AeroChat builds the workflow as a draft and asks for the GrabExpress keys by name. You enter them in the AeroChat dashboard. They never pass through the conversation.
Deliveries are billed to your own GrabExpress account. AeroChat does not pay for deliveries.
Workflows to copy
Six ready-made workflows for GrabExpress. Copy one into AeroChat, add your GrabExpress keys, and it runs on every channel.
1. Quote a delivery in chat
Copy this into AeroChat
When someone asks how much delivery costs or how fast it can arrive, ask for the delivery address and what they are ordering. Work out the parcel size from our knowledge base. Ask GrabExpress for a quote from our shop at 12 Jalan Example, Petaling Jaya (example) and reply with the fee and the expected pickup and drop-off times. Do not book anything. If they want to go ahead, start the booking workflow.
2. Book a delivery from WhatsApp
Copy this into AeroChat
When a customer on WhatsApp confirms a delivery, confirm the order number and items. Ask for the recipient’s name, phone number and full address, and read them back. Get a GrabExpress quote, tell them the fee and timing, and when they agree, create the delivery in GrabExpress with our shop as the pickup point and the order number as the reference. Tell them it is booked and that you will send the driver’s details once one is assigned. Reply in the customer’s language.
3. Track the delivery
Copy this into AeroChat
When a customer asks where their delivery is, ask for their order number. Read the GrabExpress delivery for that order. If a driver is assigned, reply with the status in one line, the driver’s first name and vehicle, and the live tracking link. If GrabExpress is still finding a driver, say so. If the delivery failed or is being returned, tell them what GrabExpress shows and hand the conversation to our team. Never share another customer’s details.
4. Cancel before pickup
Copy this into AeroChat
When a customer asks to cancel a delivery, find the GrabExpress delivery for their order. If GrabExpress is still finding a driver or the driver has not picked up yet, confirm with the customer and cancel it, then tell them it is canceled. If the parcel has already been picked up, do not cancel. Tell them it is on its way and hand the conversation to our team.
5. Schedule a delivery for later
Copy this into AeroChat
When a customer wants delivery tomorrow or the day after, ask which time window suits them for us to send it, for example 10am to 12pm (example). Book the GrabExpress delivery with a scheduled pickup in that window. Confirm the day and the window, and tell them you will send the driver’s details on the day.
6. Collect cash on delivery
Copy this into AeroChat
When a customer chooses cash on delivery, confirm the total they will pay the driver. Book the GrabExpress delivery with that amount as cash on delivery. Tell them the amount to have ready and that the driver will collect it when the parcel arrives.
Who uses it
Bakeries, florists, restaurants, shops and suppliers that send same-day deliveries with GrabExpress use it for quotes, bookings and where-is-my-driver questions that arrive in chat. These recipes fit a business that delivers locally:
- Order status and delivery for restaurants and caterers
- Order status and delivery for B2B suppliers
- Order tracking for beauty stores
What stays in GrabExpress
GrabExpress stays your record of deliveries. Quotes, bookings, drivers, billing and delivery history live there, and Grab’s drivers carry out the delivery. Every delivery AeroChat books appears in GrabExpress like any other.
AeroChat handles the conversation. It quotes, books, schedules, tracks and cancels as your recipe asks, and leaves the rest to GrabExpress and your team.
WhatsApp workflows that use GrabExpress
These end-to-end WhatsApp workflows run with GrabExpress behind them. See them all in the WhatsApp workflows library.
- WhatsApp Delivery Updates From Your Order and Shipping Data
- WhatsApp Order Tracking That Answers From Your Store Data
- WhatsApp Order Changes and Cancellations Within Your Rules
- WhatsApp Ordering That Writes the Order Into Your System
Questions
Does AeroChat work with GrabExpress?
Yes. It connects through GrabExpress’s API with the OAuth client from your own GrabExpress integration. It is not a Grab product, and AeroChat has no partnership with Grab.
Can customers book a GrabExpress delivery on WhatsApp?
Yes. AeroChat collects the address and recipient in the WhatsApp conversation, shows the GrabExpress fee and timing, books the delivery when the customer agrees and sends the driver’s details and tracking link in the same chat.
Do I need a developer?
No. You describe the workflow in your own words, add your GrabExpress client ID and secret in the dashboard, and AeroChat builds the connection from your description and shows a checklist of what is left to do.
Which plan do I need?
On the GrabExpress side, you need a GrabExpress Business account, an OAuth client from the GrabPlatform Dashboard and live access turned on by Grab for your city. Deliveries are charged to that account. On the AeroChat side, workflows via Skills are on every plan, with a 7-day free trial. Choose by message volume: Starter covers 500 AI responses a month, Growth 2,000 and Advanced 5,000.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Connect GrabExpress to your chat
Paste the quote recipe, add your GrabExpress sandbox client, and ask your own chat how much a delivery costs.
Start your 7-day free trial. No credit card needed.
Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect GrabExpress for you, free. See plans.
On Shopify? Install AeroChat from the Shopify App Store.