Track-and-Trace Calls

FleetWorks’ track-and-trace system automates check calls to carriers, collecting location data, arrival times, and delivery information to improve operational efficiency and provide real-time visibility across your supply chain.

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.).

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 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

Track-and-trace calls can collect a variety of information:

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

All collected data is accessible via end of call webhooks and also viewable in the FleetWorks dashboard. This is the shape of the data that will be sent to the “extractedData” field of the end of call webhook.

{
  escalatedReason: string | null;
  eta: string | null;
  checkInTime: string | null;
  checkOutTime: string | null;
  currentLocation: string | null;
  reeferTemp: number | null;
  onTimeForNextStop: boolean | null;
  bolClean: boolean | null;
  lumperFees: number | null;
  summary: string | null;
  loadNumber: string | null;
  isTransferred: boolean | null;
  customerResponded: boolean | null;
}

This depends on what kind of questions were asked during the call- fields will be null if the question was not asked. Example payload:

{
  "escalatedReason": null,
  "eta": "08/27/2025 14:30",
  "checkInTime": "08/26/2025 09:15",
  "checkOutTime": "08/26/2025 11:45",
  "currentLocation": "Atlanta, GA",
  "reeferTemp": 38.5,
  "onTimeForNextStop": true,
  "bolClean": true,
  "lumperFees": 0,
  "summary": "Caller confirmed check in and out times and is on pace for the next stop in Texas.",
  "loadNumber": "123456",
  "isTransferred": false,
  "customerResponded": true
}

Example Conversation

ASSISTANT: Hi, this is FleetWorks Logistics, calling about your load going to Lodi, California.

DRIVER: Hey.

ASSISTANT: Hey, are you still on your way to Mendota, California?

DRIVER: I'm I'm, uh, just passed Cromir. Don't you guys have me macro point?

ASSISTANT: Just manually verifying while I have you here. Cromir, California?

DRIVER: Yes sir.

ASSISTANT: Gotcha, Cromir, California. Let me log that. Cool, so your about 9 minutes away from Mendota?

DRIVER: No I did check-in already. At 11 PM.

ASSISTANT: You said 11 PM Pacific, right?

DRIVER: Yea. What was my appointment window starting?

ASSISTANT: Appointment window starts at 10 pm. Let me put in 11 pm for you, one sec. And have you loaded yet at Mendota?

DRIVER: Hang on.

ASSISTANT: Sure thing, take your time.

DRIVER: Yeah. I loaded I'm already on my way to Lodi.

ASSISTANT: Awesome, and what time did ya finish loading?

DRIVER: About 5 minutes ago.

ASSISTANT: That would be around 11:25 PM, right?

DRIVER: Something like that, sure.

ASSISTANT: Alright, uh. Let me put that in. Everything looks good. Are ya on track to make it to the next dropoff?

DRIVER: Yep.

ASSISTANT: And what's your reefer temp set at right now?

DRIVER: Set a 34 I think, but let me double check.

ASSISTANT: Alright.

DRIVER: Yeah. 34.

ASSISTANT: Great, let me put that in. Sorry, did you say 34 degrees?

DRIVER: No. No, sorry. 24.

ASSISTANT: Gotcha, let me update that real quick. Perfect, thanks for confirming that. Everything's all set on my end. Thanks for the update! Drive safe!

DRIVER: Okay.

Triggering Track & Trace Calls

Track & trace calls can be initiated by either campaigns or using the API.

API-Based Triggers

You can trigger a track & trace call using the API endpoint. The request body must match the following schema:

{
  "toPhone": "+19876543210",  // Required: E.164 format
  "callType": "pickup",             // Required: "pickup" or "dropoff"
  "loadNumber": "L12345",          // Required: Your load reference
  "nextStopCity": "Chicago",      // Required
  "nextStopState": "IL",          // Required
  "nextStopApptStart": "2025-01-01T01:00:00Z",  // Required: ISO 8601 format
  "nextStopApptEnd": "2025-01-01T06:00:00Z",    // Required: ISO 8601 format
  "loadStops": [                   // Required: Minimum 2 stops
    {
      "type": "pickup",             // "pickup" or "dropoff"
      "address": {
        "city": "Chicago",
        "state": "IL",
        "country": "US",            // Optional
        "zip": "60601",             // Optional
        "timezone": "America/Chicago" // Optional
      },
      "windowStart": "2025-01-01T01:00:00Z",
      "windowEnd": "2025-01-01T06:00:00Z"     // Can be null
    },
    {
      "type": "dropoff",
      "address": {
        "city": "Los Angeles",
        "state": "CA"
      },
      "windowStart": "2025-01-02T08:00:00Z",
      "windowEnd": null
    }
  ],
  "reeferTemp": "34",              // Optional: Can be string or number
  "waitingAtFacility": false,     // Optional
  "trackingOperatorPhone": "+15559876543",  // Optional
  "metadata": {                    // Optional: Custom metadata for webhook mapping
    "internal_load_id": "ABC123",
    "customer_id": "12345",
    "priority": 1
  }
}

Read more on how to trigger a track & trace call using the API.

Campaign-Based

Create a campaigns using the Track 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

Optional Columns:

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

The load_stops column should contain a JSON array with the following structure for each stop:

[
  {
    "type": "pickup",
    "address": {
      "street": "123 Main Street",
      "city": "Chicago",
      "state": "IL",
      "country": "US",
      "zip": "60601",
      "timezone": "America/Chicago"
    },
    "windowStart": "2025-01-01T01:00:00Z",
    "windowEnd": "2025-01-01T06:00:00Z"  // Can be null
  },
  {
    "type": "dropoff",
    "address": {
      "street": "456 Commerce Blvd",
      "city": "Los Angeles",
      "state": "CA",
      "country": "US",
      "zip": "90001",
      "timezone": "America/Los_Angeles"
    },
    "windowStart": "2025-01-02T08:00:00Z",
    "windowEnd": null
  }
]

Example CSV Row

to_phone,call_type,reefer_temp,waiting_at_facility,next_stop_appt_start,next_stop_appt_end,next_stop_city,next_stop_state,tracking_operator_phone,load_number,load_stops
+19876543210,pickup,,,2025-06-17T08:00:00Z,2025-06-17T12:00:00Z,Los Angeles,CA,,LOAD123456,"[{""type"":""pickup"",""address"":{""street"":""123 Industrial Way"",""city"":""Los Angeles"",""state"":""CA"",""country"":""US"",""zip"":""90001"",""timezone"":""America/Los_Angeles""},""windowStart"":""2025-06-17T08:00:00Z"",""windowEnd"":""2025-06-17T12:00:00Z""},{""type"":""dropoff"",""address"":{""street"":""456 Distribution Center Dr"",""city"":""Phoenix"",""state"":""AZ"",""country"":""US"",""zip"":""85001"",""timezone"":""America/Phoenix""},""windowStart"":""2025-06-18T10:00:00Z"",""windowEnd"":""2025-06-18T14:00:00Z""}]"
+19876543210,pickup,28,true,2025-06-16T09:00:00Z,2025-06-16T13:00:00Z,Chicago,IL,+19876543210,12345678,"[{""type"":""pickup"",""address"":{""street"":""789 Bay Area Blvd"",""city"":""San Francisco"",""state"":""CA"",""country"":""US"",""zip"":""94102"",""timezone"":""America/Los_Angeles""},""windowStart"":""2025-06-15T07:00:00Z"",""windowEnd"":""2025-06-15T11:00:00Z""},{""type"":""dropoff"",""address"":{""street"":""321 Mountain View Rd"",""city"":""Denver"",""state"":""CO"",""country"":""US"",""zip"":""80202"",""timezone"":""America/Denver""},""windowStart"":""2025-06-16T12:00:00Z"",""windowEnd"":""2025-06-16T16:00:00Z""},{""type"":""dropoff"",""address"":{""street"":""654 Gulf Coast Ave"",""city"":""Houston"",""state"":""TX"",""country"":""US"",""zip"":""77001"",""timezone"":""America/Chicago""},""windowStart"":""2025-06-17T09:00:00Z"",""windowEnd"":""2025-06-17T13:00:00Z""}]"

Note: In CSV format, JSON strings must have their quotes escaped by doubling them (e.g., "" instead of ").

General

Voice

Email

Compliance

Events

Single sign-on

How It Works

Pickup vs. Delivery Calls

Pickup Tracking Calls

Delivery Tracking Calls

Multilingual Support

Smart Escalation

Data Collected

Example Conversation

Triggering Track & Trace Calls

API-Based Triggers

Campaign-Based

CSV Format

Load Stops Format

Example CSV Row

General

Voice

Email

Compliance

Events

Single sign-on

​How It Works

​Pickup vs. Delivery Calls

​Pickup Tracking Calls

​Delivery Tracking Calls

​Multilingual Support

​Smart Escalation

​Data Collected

​Example Conversation

​Triggering Track & Trace Calls

​API-Based Triggers

​Campaign-Based

​CSV Format

​Load Stops Format

​Example CSV Row

How It Works

Pickup vs. Delivery Calls

Pickup Tracking Calls

Delivery Tracking Calls

Multilingual Support

Smart Escalation

Data Collected

Example Conversation

Triggering Track & Trace Calls

API-Based Triggers

Campaign-Based

CSV Format

Load Stops Format

Example CSV Row