Answer at a glance
A broker-controlled call coverage workflow.
- Best for
- Broker desks and carrier-sales teams receiving more inbound carrier calls than reps can answer in the moment.
- What it handles
- Calls about posted loads
- Capacity and availability inquiries
- Carrier follow-up on active conversations
- Status or document questions tied to a load
- Human boundary
- Pricing and negotiation stay with the broker unless a governed workflow is specifically approved.
- Starting point
- Plans start at $349/month; included usage is confirmed during setup.
The buying situation
The operational problem this solves
Carrier calls are only valuable when the broker gets enough context to act. A useful workflow identifies the carrier, the load or lane in question, equipment, timing, and the fastest path back to the caller.
FastFreight Voice turns an unanswered carrier call into a structured opportunity summary rather than an unstructured voicemail.
Inside this workflow
A posted-load inquiry should reach the broker with the basics already captured.
When several carriers call while a rep is negotiating, a name-and-number message leaves the rep to repeat discovery. A configured carrier-intake flow captures what the carrier is asking about and what the broker still needs to verify—without treating a caller’s statements as proof of eligibility.
Carrier calling about posted freight
Ask for the load reference, carrier identity, equipment, availability, and callback number. Capture a stated rate request as a request, not an accepted offer, then route to the load owner.
Available capacity without a load number
Collect origin, destination preference, equipment, availability window, and carrier contact. Route to the approved capacity queue rather than inventing a load match.
Carrier reporting an active-load issue
Recognize that an active shipment problem is not a new capacity lead. Capture the load context and apply the configured exception path instead of placing it in a routine sales callback queue.
Illustrative call → broker handoff
What the caller hears. What the broker receives.
Scripted example with fictional load references—not a customer call, live recording, production log, or performance claim. Exact questions, delivery channels, and escalation behavior depend on the approved configuration.
Example conversation
- Voice
You have reached the brokerage’s AI call assistant. Are you calling about a posted load or an active shipment?
- Caller
A posted load, example DEMO-208. I have a dry van available tomorrow near the pickup.
- Voice
I can capture your carrier name, operating-authority reference, availability, and callback number for the broker. Any rate you provide is a request, not a booking confirmation.
- Caller
Please have the load owner call me about the details and rate.
Example structured summary
- Inquiry
- Posted-load interest for illustrative load DEMO-208.
- Carrier identity
- Caller-provided name and configured MC/DOT reference; not independently verified by intake.
- Equipment and timing
- Caller reports dry van availability tomorrow near pickup; broker to confirm suitability.
- Commercial request
- Broker callback requested to discuss details and rate; no offer accepted.
- Owner
- Assigned load owner when a configured match exists; otherwise the coverage queue.
- Still required
- Carrier verification, load availability confirmation, negotiation, selection, and booking authority.
Answer, capture, or escalate—not improvise.
Load owner matches a configured rule
Route the inquiry and captured availability to the responsible carrier rep.
Control: Broker confirms availability and decides whether to proceed.
No load reference or no reliable owner match
Use the capacity or unmatched-inquiry queue and flag missing information.
Control: Do not promise that a suitable load exists.
Caller asks for a rate confirmation or booking
Capture the request and route to an authorized broker.
Control: Intake does not establish carrier eligibility or create a contractual commitment.
Your launch acceptance checklist
- 1.
Choose the initial call scope
Separate posted-load inquiries, available capacity, documents, and active-load issues so unlike requests do not enter the same queue.
- 2.
Approve required fields
Decide which identifiers, equipment details, timing, and callback information are necessary. Keep caller-reported facts distinct from verified records.
- 3.
Map ownership and overflow
Define load-owner matching only for the data actually available to the configured workflow. Name a fallback queue when a match cannot be made.
- 4.
Test commercial boundaries
Use calls with missing load references, unsuitable equipment, rate requests, and requests for immediate booking. Review whether any reply accidentally implies approval.
When not to launch yet
- You want intake to replace carrier vetting, identity verification, insurance review, or broker selection.
- You need autonomous negotiation or booking without separately approved authority, limits, and controls.
Scope the price, not just the greeting.
FastFreight Voice starts at $349/month. Confirm included usage, coverage windows, required data sources, delivery destinations, and any additional configuration before launch. Do not assume unlimited minutes or automatic connections to your existing tools.
Review freight-specific answering service scopeRequest a walkthrough of this call flowCalls in scope
- Calls about posted loads
- Capacity and availability inquiries
- Carrier follow-up on active conversations
- Status or document questions tied to a load
Details captured
- Carrier and caller identity
- MC or DOT number when configured
- Equipment, lane, and availability
- Load reference, timing, and callback details
Routing logic
- Match by posted load or lane
- Route to the responsible carrier rep
- Send unmatched calls to a coverage queue
- Escalate configured active-load issues
A bounded call flow
The brokerage defines the greeting, required fields, routing rules, approved responses, and the exact point where a person takes over.
- 01Identify the caller and call purpose.
- 02Capture the configured freight context.
- 03Apply the brokerage-owned routing rule.
- 04Escalate uncertainty and governed exceptions.
Operational outcomes
What changes at the broker desk
- Cleaner carrier opportunity intake
- Faster broker prioritization
- Less back-and-forth for basic details
- More consistent routing across the desk
Human authority
Where automation stops
- Pricing and negotiation stay with the broker unless a governed workflow is specifically approved.
- Carrier selection, booking, and contractual commitments require the brokerage’s defined authority.
- Ambiguous, urgent, or out-of-policy calls escalate with the captured context attached.
Questions before setup
Define the rules before the first call.
Frequently asked questions
Can the agent negotiate rates with carriers?
Not by default. Rate negotiation stays with the broker unless a governed workflow with explicit authority and limits is configured.
Can it collect carrier identifiers?
Yes, configured fields can include carrier identity and operating-authority references for the broker to verify.
Does captured information replace carrier vetting?
No. Intake gives the broker context; the brokerage remains responsible for verification and carrier selection.
Can this answer carrier calls while brokers are on other lines?
Yes. Scope busy-line or unanswered-call forwarding with your phone provider, then test the intake and handoff to your carrier rep or coverage queue.
Can the assistant verify a carrier’s MC number?
It can collect a configured carrier identifier. Collection is not verification; authority, identity, insurance, and eligibility checks remain with the brokerage unless a separate verification workflow is explicitly connected and approved.
Does it connect automatically to our load board or TMS?
Do not assume a connection. Confirm the data source, permissions, supported integration, field mapping, and fallback during scoping. Without a verified source, capture the caller’s reference for broker review.
Can it record a carrier’s requested rate?
A rate request can be captured as caller-provided information. The default workflow does not negotiate, accept a rate, issue a rate confirmation, or book the carrier.
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