Your Shipment Agent Sends Every Milestone Before the Shipper Asks
What it takes off your plate
The AgentWorks Shipment Agent takes tracking calls off your customer service reps. Today a shipper calls to ask where a Load is, and the rep logs into three different carrier portals, checks a spreadsheet and maybe texts a driver before answering. Nobody sent the shipper an update when the truck picked up, so every tracking call starts as a complaint about not knowing. When a Load is running late, the rep often learns it from the shipper.
Each of those calls pulls a rep away from the shipper who wants a Quote, the new account who needs onboarding, the problem that actually needs a person. The work is repetitive, and it still leaves shippers feeling uninformed.
What the Shipment Agent does, step by step
The Shipment Agent starts with the updates your shippers want, then keeps the data behind them current.
- Watches every active Load in one place. It pulls tracking events from each carrier's API, EDI status messages and ELD location pings into a single view, so no one needs to open carrier portals one by one.
- Sends pickup confirmation. When the carrier confirms pickup, the Shipment Agent emails or texts the shipper Contact on the account with the Load reference, carrier and expected delivery.
- Sends milestone updates. It notifies the shipper at the points they asked for, such as departure, a mid-route check, out for delivery and arrival at the consignee, in the channel each Contact prefers.
- Answers tracking questions. When a shipper replies or calls asking for status, it answers from the latest event with location and ETA, and hands the conversation to a rep if the shipper asks for something beyond status.
- Flags exceptions before the shipper notices. When a Load stops moving, misses a check call or drifts past its appointment, it alerts the rep and dispatcher with the Load details, so a person can act before the shipper feels the delay.
- Captures proof of delivery. At delivery it collects the signed POD from the carrier or driver app, attaches it to the Load and sends the shipper a delivered notice with the POD.
- Asks for feedback. After delivery it asks the consignee or shipper to confirm the freight arrived in good condition, and routes any OS&D report straight to the claims desk.
Where the work is recorded
Every step the Shipment Agent takes lands where your team already looks, so the status of a Load is never locked in one rep's head.
In the TMS, each Load carries its tracking events, milestone notifications sent, the exception alerts raised and the signed POD. Billing can invoice as soon as the POD is attached, without chasing the carrier for it.
On the Shipper Account in the CRM, the team sees every notification sent to each Contact, every question the shipper asked and every answer given. When a rep calls the shipper about the next Load, they know what the shipper has already been told.
The next morning, the customer service lead opens the board and sees which Loads delivered overnight with POD attached, which are on schedule and which carry an exception flag waiting for a person. They pick up exactly where the agent left off. An agent that could not record its results would just be a chatbot; this one keeps a tracking history your shippers can rely on.
What your people do instead
Your customer service reps stop answering "where is my truck" and spend their time on the shippers who need a person: quoting new lanes, helping a new account through its first shipments, handling the difficult delivery with care. Your dispatchers hear about exceptions early enough to recover the Load instead of explaining it afterwards.
Shippers feel informed without having to ask, and that is the customer experience that keeps an account. When a Load does go wrong, see how the next step is handled in proactive freight exception management and catching freight disruptions before your customers call.
One next step
To see whether tracking and notifications or another workflow should go to an agent first, take the free Logistics Industry Assessment. It shows which workflow an agent should take first in your operation. To see the AgentWorks Shipment Agent alongside the other agents built for logistics, visit the Logistics industry page.
See where the Shipment Agent would start in your logistics business.
I'm Rusty, the Logistics ambassador here. The free Industry Assessment reads your website and asks how calls, follow-ups and records happen today, then shows the first workflow worth handing to an agent like this one — and what your team gets back. Leave your email and I'll send the link.
Rusty replies from logistics@agentworksstudio.com. One email with the link — no list, no drip, unless you ask for the weekly letter. Or go straight there →