Answer at a glance
A broker-controlled call coverage workflow.
- Best for
- Freight brokerage teams that need inbound calls to reach the accountable rep without relying on every caller to choose the right extension.
- What it handles
- Carrier calls tied to a specific load
- Shipper calls tied to an account owner
- Unmatched calls requiring team triage
- Exceptions requiring an on-call or operations lead
- 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
As a brokerage grows, the hard part is not answering the greeting. It is identifying enough context to route the call correctly across customers, loads, shifts, and teams while preserving an accountable fallback.
FastFreight Voice turns call intent and freight context into routing decisions defined by the brokerage.
Calls in scope
- Carrier calls tied to a specific load
- Shipper calls tied to an account owner
- Unmatched calls requiring team triage
- Exceptions requiring an on-call or operations lead
Details captured
- Customer, load, lane, or reference
- Caller company and role
- Responsible rep when known
- Urgency and requested action
Routing logic
- Route by customer or account owner
- Route by load or carrier-sales rep
- Fall back to a shared team queue
- Escalate by schedule and exception type
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 blind transfers
- More accountable call ownership
- Consistent intake across reps and shifts
- Cleaner context when a call changes hands
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 routing use our customer and load structure?
Routing can be configured around brokerage-owned customer, load, rep, team, and schedule rules.
What if no route matches?
The brokerage defines a fallback queue or person so unmatched calls still have an accountable destination.
Can different teams use different escalation rules?
Yes. Rules can be scoped to the workflow and approved operating structure during setup.
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