A dispatch line that answers
every driver and customer
Viyo answers the phone for carriers, 3PLs, and freight brokers - handling shipment tracking, delivery scheduling, driver check-calls, and exception reporting - 24/7, so dispatch stays focused on moving freight.
The calls dispatch and customer service field around the clock
Connect your TMS and set your appointment rules, exception codes, and escalation paths.
Answers 'where's my freight?' without pulling a dispatcher
Status calls are constant and interruptive. The agent pulls the live load, reads back location and ETA, and logs the inquiry - so dispatch stays on the board.
- Live lookup by PRO, BOL, or customer reference
- Reads back location, status, and updated ETA
- Logs every trace request against the load
I'm checking on PRO 4471902 - it was due this morning.
That load is 40 miles out, delayed by a weather closure on I-80. Updated ETA is 1:15pm. Do you want me to notify the receiving dock?
Yes, please.
Done - I've sent the updated ETA to the dock contact and noted it on the load.
Handles check-calls so dispatch doesn't have to
The agent takes routine driver check-calls, writes location and status straight to the TMS, and only escalates when something is off-plan - a breakdown, a missed window, a safety issue.
- Location and status logged to the TMS automatically
- Detention and delay clocks started on report
- Breakdowns and safety issues escalated to a person
Driver on load 88231, I'm loaded and rolling out of Fresno.
Got it - marked departed Fresno at 2:40pm, on schedule for the Denver delivery Thursday 8am. Drive safe.
Calls the customer before the load is late
A delay the customer hears about early is a schedule change; one they discover at the dock is a claim. The agent makes the ETA call the moment a load slips.
- Automatic outbound call when ETA moves past tolerance
- Offers reschedule options against dock windows
- Logs the customer's decision on the load
Calling about load 90114 - a mechanical issue pushed the ETA to tomorrow 6am, past your receiving window. I can set a new appointment for 7am or hold for the next open dock at 10. Which works?
7am is fine.
Booked for 7am and updated on the load. You'll get a confirmation email.
What the caller gets
Freight calls come in at 2am - someone has to pick up.
No waiting
Answered on the first ring, day or night, even at peak hours.
A real ETA
Live location and an updated time, not 'let me check and call you back'.
A fast check-call
Drivers logged in seconds and back on the road.
A path to a person
Callers can always ask for staff and be warm-transferred with full context.
A weather-delay morning, before and after
- Dispatchers pulled off the board by constant trace calls
- After-hours calls from drivers and customers go unanswered
- Customers find out about delays at the dock, then file claims
- Check-calls logged late or not at all
- Detention clocks started hours after the fact
- Trace and status calls handled without touching dispatch
- 24/7 coverage for drivers and customers in every timezone
- Proactive ETA calls turn delays into rescheduled appointments
- Every check-call logged to the TMS in real time
- Detention and exception clocks started on the call
Keeps dispatch on the board
TMS in sync
Statuses, appointments, and exceptions written back to your TMS automatically.
Every call on record
Full transcript and audio for each conversation, with the outcome tagged - resolved, booked, escalated, or message.
Exceptions, quantified
Delays, detention, and OS&D events captured and reported instead of lost in a voicemail.
Live in minutes
Start from an industry template, connect a channel - phone, web, or your app - and your tools, and go live. Setup is automated, no onboarding project.
Hear it handle a trace call
Free to start. No credit card. Connect a test load and call the agent in minutes.