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Outbound: the agent calls

Arrival time and driver details called to the stranded caller

The person on the shoulder calls back three times asking how long. Now they get a call when a truck is assigned, the driver's name and the time dispatch set, and another call if it slips, so your dispatcher's line stays free.

When it starts

Dispatch assigns a truck, or the arrival time moves.

What the agent does

Calls the caller with the time, the driver and the truck, sends a link to follow it.

What your team gets

Fewer "where's the truck?" calls and calmer customers at the hookup.

How it works

  1. Starts when a truck is assigned

    The moment dispatch puts a driver on the job, the caller gets a call with the arrival time dispatch entered.

  2. Says who's coming

    The driver's first name, the truck colour and type, so the caller knows who to wave down.

  3. Sends a link

    A text with a link to follow the truck, and your company name, so the caller isn't wondering who's on the way.

  4. Calls if it slips

    If the time moves, an apology and the new time, before the caller has to ask.

  5. Checks they're still there

    "Are you still with the car?" A caller who got a lift or a jump-start is noted and dispatch is told at once.

Example call

  1. AI agentHi, it's Emma from North Bay Towing and Recovery. Your truck is on the way. Rob has your Silverado job, in a red flatbed.
  2. CustomerOkay, how long?
  3. AI agentDispatch has him there in about 35 minutes. I'll text you a link so you can watch him come up the 11.
  4. CustomerThanks. It's getting cold.
  5. AI agentI understand. Keep the hazards on, and if it gets any later I'll call you right away.
  6. CustomerOkay.

After the call: The caller has the arrival time, the driver's name and a link to follow the flatbed. When Rob's time moves by ten minutes for a detour, a second short call says so before the caller dials in.

What your team gets

  • An arrival call as soon as a truck is assigned
  • Driver name, truck and a link to follow it
  • Delay calls before the customer asks
  • Cancellations from callers who got help elsewhere, sent to dispatch
Set up with you: The team sets up a connection to your dispatch software (Towbook, Omadi or Beacon) and truck tracking so assignments and time changes trigger calls, and sets how late is late enough for a delay call.

Questions

Will it make up an arrival time?

Never. It only gives the time dispatch entered. Before a truck is assigned, it says the driver will call.

Can it share the driver's phone number?

If you choose. Many companies give a link to follow the truck and keep the driver's number private.

What if the caller no longer needs the tow?

It notes it and tells dispatch right away, so the truck can turn around.

Hear it on your phone

Request a demo call and the agent phones you, set up for towing and roadside assistance like yours.

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