Answer at a glance
A broker-controlled call coverage workflow.
- Best for
- Brokerages that need customer-facing call coverage when account owners are covering freight, in meetings, or away from the phone.
- What it handles
- New lane or quote inquiries
- Questions about an active shipment
- Pickup and delivery appointment requests
- Service concerns and exception reports
- 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 shipper call can be a new opportunity, a routine request, or a service issue. The intake must identify the customer and purpose quickly, avoid unsupported commitments, and route to the accountable person.
FastFreight Voice helps the brokerage acknowledge the call, collect useful context, and move it toward the right broker without inventing an answer.
Calls in scope
- New lane or quote inquiries
- Questions about an active shipment
- Pickup and delivery appointment requests
- Service concerns and exception reports
Details captured
- Shipper, facility, and callback details
- Lane, commodity, equipment, and timing
- Load or reference number
- Requested action and service urgency
Routing logic
- Route by customer account
- Route by lane, load, or account owner
- Escalate service-sensitive language
- Send new opportunities to the approved sales 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
- More consistent customer intake
- Faster routing to the account owner
- Clearer separation of requests and exceptions
- Better context before the broker responds
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 it quote a shipper?
Quote details can be captured, but pricing and commitments remain with the brokerage unless a specifically governed quoting workflow is approved.
Can calls route by customer account?
Yes. Routing can be configured around customer, load, rep, team, or another brokerage-owned rule.
What happens when the answer is not approved?
The agent captures the question and routes or escalates it rather than improvising.
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