On a call
The agent answers, greets the caller, and identifies why they're calling. From there it can:
- Answer load questions: status, details, and rate history for your active loads
- Negotiate: respond to rate offers using your custom instructions. Rate commitments are reviewed by dispatch (see the approval tiers below)
- Book: commit a load following the approval tiers below
- Take check-calls: broker location and status updates, handled per your check-call policy
Simultaneous inbound calls are capped per org, and calls over the cap are not answered by the agent. Outbound calls queue.
Booking approval tiers
The agent never invents authority:
- Auto-approve on, and the offer is at or above the market benchmark for its exact lane with a confident benchmark: the agent books it and reports the booking.
- Anything else, which is the usual case today: the agent asks first. It sends an approval request to your dispatch and waits up to a minute: approve and the agent finishes the booking with the caller still on the line; no answer and it tells the caller someone will follow up.
Dispatcher takeover
Any call can be joined live by a human dispatcher. When a dispatcher joins, the agent says so once and then stays silent while the human finishes the conversation: no hang-up, no restart. Recordings keep both sides, marked when a takeover happened.
After the call
Every call ends with:
- A recording and transcript, filed in your call log, unless the counterparty is on your do-not-record list or the recording authority cannot be confirmed (in that case nothing is captured)
- The outcome (for example completed, callback requested, needs approval, or booked)
- A trace of what the agent did, so anything odd can be reviewed
Treat the call log like you'd treat a dispatch phone log: check it when a broker says "I called earlier."