Answer at a glance
A broker-controlled call coverage workflow.
- Best for
- Broker desks receiving carrier and shipper questions about available, quoted, or active freight.
- What it handles
- Carrier interest in posted freight
- Shipper questions about a new lane
- Follow-up on a pending quote
- Questions about an active 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
A load inquiry becomes expensive when the broker has to call back just to learn which load, lane, or customer the caller meant. Structured intake should remove that first round of discovery without making a commercial commitment.
FastFreight Voice captures the identifying details first so the broker can respond with context.
Calls in scope
- Carrier interest in posted freight
- Shipper questions about a new lane
- Follow-up on a pending quote
- Questions about an active load
Details captured
- Load reference or lane
- Equipment and timing requirements
- Caller and company identity
- Rate question or requested next step
Routing logic
- Match to the responsible load owner
- Send new shipper requests to the sales queue
- Route carrier interest to carrier sales
- Escalate active-load service 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
- Fewer context-free callbacks
- Faster inquiry classification
- Cleaner separation of sales and service calls
- More complete information at handoff
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 provide a rate?
It can capture a rate question. Pricing should remain with the broker unless an approved workflow defines the permitted response and limits.
Can it distinguish carrier and shipper inquiries?
Yes. Caller role and call purpose are core intake fields used for routing.
What if the caller does not know the load number?
The workflow can collect alternate context such as lane, dates, customer, equipment, and callback information for team triage.
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