Shippers calling for status, carriers calling on capacity, drivers calling with problems, all on the same phone line. The agent triages every one, answers from live data, and logs it where your team can see it.
Who calls a 3PL, and what they want
A 3PL phone line is the hardest one in freight, because the person calling could be a shipper who needs reassurance, a carrier who needs a rate, or a driver sitting at a dock that will not take the load. All three get the same queue, and whoever picks up has to context-switch instantly. Triage is the single biggest win available on that line, and it is something a well-built voice agent does better than a rotating human.
What it handles
Identifies the account, pulls the shipment, and gives a live status and ETA instead of a promise to call back.
Quotes open loads from the live board, captures MC and truck location, and routes qualified carriers to the right rep.
Appointment questions, dock issues, and refusals captured and escalated to whoever owns the account.
Different customers get different rules. Your biggest account can go straight to a human while everything else is handled.
Collects the structured detail a claim needs, up front and consistently, then routes it to the right person instead of a voicemail.
One line answered around the clock, so a west coast pickup at 6am local does not hit an empty office.
Connected to your TMS
The agent identifies the caller, matches them to the right shipment or load, and answers from your TMS in real time. Because it writes back too, the call itself becomes part of the record, which means your account managers can see what a customer was told without asking around.
What we configure per account
Have an account with contractual response times?
How it works
We measure who actually calls you and what they want, which is usually different from what people assume.
Identification, routing, and per-account rules, so the right caller reaches the right person immediately.
Usually shipper status calls, because they are the most repetitive and the most damaging when missed.
Add carrier and driver calls once the triage is proven, then extend to after-hours.
It asks, and it uses the number they called from and the reference they give. Within a few seconds it knows which kind of call this is and follows the right path. Ambiguous calls escalate rather than guess, which matters when the caller could be your largest customer.
Yes. Per-account rules are standard. Some customers are configured to go straight to their account manager on identification, while the rest of the line is fully handled.
It takes structured intake, which is usually better than what a rushed human captures. It gets the shipment, the damage description, the quantities, and the contact, logs it, and routes it to your claims process immediately.
Yes. You keep your numbers and your provider, and forward the lines or the hours you want covered. If you want to modernize the phone system itself, we do that separately.
They go to a human with everything already gathered. The measure we care about is not how many calls it fully handles, it is how few calls a person has to start from zero on.
About a week for the first call type once we have TMS access, then a couple of weeks to expand across the line. We would rather do one workflow properly than launch five half-built.
The main page: carrier sales, check calls, after-hours dispatch, and the TMS writes behind them.
Read moreOutbound calls on your cadence, with position, status, and ETA posted to the load.
Read moreAPIs, webhooks, MCP, and what happens when your platform has no endpoint for a workflow.
Read moreAn honest comparison of the vendors in this space, including when they beat us.
Read moreBook 15 minutes. Bring the mix of calls your line takes on a bad Monday and we will show you how the triage handles it.
Part of our voice AI for freight work, alongside AI voice agents for every other kind of business.