Answer at a glance
A broker-controlled call coverage workflow.
- Best for
- Brokerage teams with call spikes around posted loads, check calls, appointment windows, or seasonal volume.
- What it handles
- Concurrent calls on newly posted freight
- Status-call spikes around appointment windows
- Overflow while reps are already on calls
- Calls arriving during team meetings or shift changes
- 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
Overflow is different from after-hours coverage: people are working, but simultaneous calls exceed the desk’s immediate capacity. The system must capture intent, preserve caller context, and route the next action without disrupting live broker work.
FastFreight Voice acts as a pressure-release layer for inbound calls while brokers keep control of the conversations that require judgment.
Calls in scope
- Concurrent calls on newly posted freight
- Status-call spikes around appointment windows
- Overflow while reps are already on calls
- Calls arriving during team meetings or shift changes
Details captured
- Call purpose and urgency
- Relevant load, lane, or customer
- Caller identity and availability
- Requested next action
Routing logic
- Deliver summaries to the active load owner
- Queue non-urgent callbacks
- Escalate exceptions immediately
- Route unmatched calls to an operations queue
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
- Extra inbound capacity during peaks
- Fewer interruptions from routine intake
- Clear callback priority for brokers
- Consistent handling across volume spikes
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
Does overflow coverage replace my team?
No. It captures and routes calls your team cannot answer immediately so brokers can focus on judgment-heavy work.
Can it activate only when calls are unanswered?
Coverage and routing are configured during setup around the brokerage’s desired call flow.
How are urgent calls distinguished?
The brokerage defines the phrases, events, load states, and other conditions that require escalation.
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