The UPS connector is now available in Connector Marketplace. Now you can see live package tracking on the case, and can optionally map two case fields so tracking number gets passed to UPS on its own and keeps current delivery status on the case.

What’s new

Live tracking on the case. Connect UPS from Marketplace and agents get the current shipment status and timeline in an embedded view on the case. They don’t leave CXM, and they don’t paste tracking numbers into UPS.com. The timeline updates from the mapped tracking number. Extra shipment detail (scan events, location, etc.) stays in that embedded view. We only write current delivery status out to a case field, not the full history.

Auto-track from a case field. Optionally pick the case field that holds the UPS tracking number (standard or custom). When someone opens the case, the connector reads that field and looks up the shipment automatically. No Search click. If you leave this unmapped, the connector still works. Agents can track from the embedded app the way they did before. An empty mapping also no longer throws workflow errors in the background.

Save delivery status on the case. Optionally pick a standard or custom case field for current UPS delivery status (In Transit, Delivered, and so on). Once that’s mapped, CXM writes the latest status onto the case so you can filter views, report, and run automations on it. If you skip this mapping, status still shows in the embedded tracker. It just isn’t stored as a case field.

Both mappings are optional and independent. You can auto-track without saving status, save status without auto-track, do both, or do neither.

How to use it

1. Add the UPS connector from Connector Marketplace and complete the UPS connection.
2. If you want auto-lookup, map the case field that already stores the tracking number.
3. If you want status on the case, map a standard or custom field for current delivery status.
4. Open a case that has a UPS tracking number. The embedded tracker should load the shipment and, if you mapped status, write it to that field.