How It Works
Track-and-trace calls follow a simple lifecycle:- Call Initiation: Based on a load’s next check times, the system schedules internal check calls. API calls are executed immediately upon request.
- Outbound Call: An AI-powered call is made to the carrier or driver at the scheduled time (for internal scheduling) or immediately (for API requests).
- Information Collection: The system collects key data points like current location, ETA, and check-in/out times.
- Data Delivery: Information is stored and can be sent to your TMS.
- Smart Escalation: Calls are automatically transferred to your staff when needed (late drivers, temperature issues, etc.).
Types of Track-and-Trace Calls
FleetWorks offers two types of track-and-trace calls:Check Calls
Check calls are used to verify the current status and location of a shipment. They collect information about:- Current driver location
- Estimated arrival times
- Check-in/out status
- Temperature readings for reefer loads
- Bill of Lading status
Dispatch Calls
Dispatch calls are used to provide load information to drivers and verify they have the correct details. They:- Provide pickup details
- Confirm the driver’s identity
- Verify that the driver has the right equipment
- Confirm temperature requirements for reefer loads
- Generally, ensure the driver’s pickup will go smoothly
Pickup vs. Delivery Calls
The system supports both pickup and delivery tracking:Pickup Tracking Calls
- Focus on confirming driver is on route to pickup location
- Ask about current location and ETA to the pickup
- After pickup, verify loaded and unloaded times
- For reefer loads, confirm temperature settings
Delivery Tracking Calls
- Focus on delivery status and completion
- Ask about current location and ETA to delivery
- After delivery, verify unload time
- Check for clean BOL or issues
- For reefer loads, verify temperatures maintained
Multilingual Support
The check calls system provides seamless support for both English and Spanish-speaking drivers:- The system picks up the driver’s language
- The conversation continues in the driver’s preferred language
- All data collection and escalation logic works identically regardless of language
- Logged data is always in English
Smart Escalation
Calls are automatically transferred to your team when human assistance is needed:- Driver is running late to an appointment
- Temperature discrepancies on reefer loads
- Bill of Lading (BOL) issues or exceptions
- Any situation requiring human judgment
Data Collected
All collected data is accessible via end of call webhooks and also viewable in the FleetWorks dashboard. The data collected varies based on the type of call:Check Call Data
Check calls collect information about the current shipment status:- Current location of the driver
- Estimated arrival time at next stop
- Check-in and check-out times
- BOL status (clean or with exceptions)
- Reefer temperature for temperature-controlled loads
Dispatch Call Data
Dispatch calls collect information to verify driver readiness:- Driver name verification (matches records)
- MC number verification (matches carrier info)
- Equipment type verification (correct for load)
- Reefer temperature verification (if applicable)
- Driver empty status and expected empty time
- Current location and ETA to pickup
Example Check Call Conversation
Example Dispatch Call Conversation
Triggering Track & Trace Calls
Track & trace calls can be initiated by either campaigns or using the API.Check Calls
You can trigger a track & trace call using the API endpoint. The request body must match the following schema:Dispatch Calls
Use the dispatch call endpoint to provide load information to drivers:- Retrieve load details automatically from FleetWorks based on the loadNumber
- Verify the driver’s identity matches the provided name
- Verify the driver by their MC number
- Confirm that the driver’s equipment (and reefer settings if applicable) are correct
Campaign-Based
Create a campaigns using theTrack and Trace Check Call agent. Upload a CSV file with your load data to run multiple calls at once. The system automatically runs the track and trace calls and emails you a summary of the results when complete.
CSV Format
A sample CSV file can be downloaded from the Campaigns page of the Fleetworks dashboard. Your CSV should include the following columns: Required Columns:| Column | Description | Example |
|---|---|---|
toPhone | Driver/carrier phone number in E.164 format | +19876543210 |
callType | Either “pickup” or “dropoff” | pickup |
loadNumber | Your load reference number | L12345 |
nextStopCity | City of the next stop | Chicago |
nextStopState | State of the next stop | IL |
nextStopApptStart | Appointment window start time (ISO 8601) | 2025-01-01T01:00:00Z |
nextStopApptEnd | Appointment window end time (ISO 8601) | 2025-01-01T06:00:00Z |
loadStops | JSON array of load stops (minimum 2 stops) | See example below |
| Column | Description | Example |
|---|---|---|
reeferTemp | Target trailer temperature | 34 |
waitingAtFacility | Whether driver is already at facility | true |
trackingOperatorPhone | Phone number for escalations | +15559876543 |
Load Stops Format
Theload_stops column should contain a JSON array with the following structure for each stop:
Example CSV Row
"" instead of ").