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Track and Trace AI Agent

Automated driver check calls so your team doesn't have to make them.

⭐ Early Access Program
The Track and Trace AI Agent is available to all Tai customers. Activation is done through an Early Access Program — a guided onboarding process where the Tai team works directly with you to get the Agent live. Full self-service availability is coming soon.

What it does

The Track and Trace AI Agent is an autonomous AI voice agent built into Tai TMS and powered by CloneOps. It proactively calls drivers, captures real-time location and ETA updates, and logs everything directly into the shipment record — with no manual steps required.

Once configured, the Agent will:

  • Call drivers automatically on active shipments on a schedule you define — 24/7, including after hours
  • Capture location, ETA, delivery outcome, and any issues reported during the call, then log them directly into the load record
  • Automatically advance shipment status — from Dispatched to In Transit, and from In Transit to Delivered — and adjust appointment times as conditions change
  • Resolve the check call alert and repeat the process the following day

When your team needs to act on a specific shipment right away, calls can also be triggered manually at any time from within Tai.

Before you get started

Your Tai support team handles all technical configuration. Before they can complete setup, have the following ready:

What you need Details
Phone number for outbound calls The number drivers will see when the Agent calls. This can be your existing business number or a new number provisioned by Tai.
Phone number validation If you are using your own number, Tai will walk you through a brief validation step — either a phone call or SMS confirmation — to verify the number before it goes live.

Once setup is complete, Tai will provide guidance on configuring your Workflow Automation schedules. That part is yours to set up in Tai — see the Setting Up Your Workflow Automations section below.

How the automated check call cycle works

Step What happens Details
1 Shipment triggers the call At your scheduled time, Tai identifies active shipments that need a check call and sends the shipment details to the AI Agent.
2 AI Agent calls the driver The Agent places an automated phone call to the driver's number on file and gathers location updates, delays, and status information.
3 Results come back to Tai Once the call is complete, all captured updates — notes, location, status changes — are pushed directly back into the shipment record.
4 Alert is resolved The AI Agent Call alert on the shipment is automatically resolved, signaling that the check call cycle for that day is complete.
5 Cycle repeats the next day The following day, the automation detects the resolved alert and triggers a fresh check call — keeping your tracking up to date automatically.

Setting up your Workflow Automations

After Tai completes the integration setup, you configure four Workflow Automation schedules in Tai. Navigate to Settings → Workflow Automations to create them.

The four workflows work together as a system. Workflows 1 and 2 handle when calls are placed. Workflows 3 and 4 manage the On Track alert state based on what the Agent reports back.

Workflow 1 — Initial Call

Picks up active Truckload shipments that have never received an AI Agent Call and triggers the first call.

Setting Value
Trigger Shipment Scheduler
Frequency Weekly — Monday, Tuesday, Wednesday, Thursday, Friday
Time of Day 08:00 PST (or your preferred time)
Filters
Shipment Type Filter Contains: Truckload
Status Filter Contains: Dispatched, In Transit, Out for Delivery
Alert Filter Does Not Contain: AI Agent Call
Resolved Alert Filter Does Not Contain: AI Agent Call
Action
Action Call AI Agent — select your Track and Trace AI Agent Integration Source from the dropdown

Workflow 2 — Follow-Up Calls

Picks up shipments that were called on a previous day and triggers a fresh follow-up call. The Resolved Alert date filter ensures the same shipment is never called twice on the same day.

Setting Value
Trigger Shipment Scheduler
Frequency Weekly — Monday, Tuesday, Wednesday, Thursday, Friday
Time of Day 08:00 PST (same time as Workflow 1)
Filters
Shipment Type Filter Contains: Truckload
Status Filter Contains: Dispatched, In Transit, Out for Delivery
Resolved Alert Filter AI Agent Call — Less Than or Equal to: Yesterday
Action
Action Call AI Agent — select your Track and Trace AI Agent Integration Source from the dropdown

Important: The Resolved Alert filter on Workflow 2 must be set to Less Than or Equal to: Yesterday. Do not set it to "Today" — that would cause shipments to be called twice on the same day.

Workflow 3 — On Track

When the AI Agent completes a call and the AI Agent Call alert is resolved, this workflow adds an On Track alert to the shipment — confirming the Agent got a positive update with no exceptions reported.

Setting Value
Trigger Shipment Alert is Resolved
Filters
Original Alert Filter Contains: AI Agent Call
Alert Filter Does Not Contain: AI Agent Call
Alert Filter Does Not Contain: Shipment Exception
Action
Action Add Alert — On Track

The “On Track” alert can be any custom alert. If “On Track” does not fit your operation, you can create and label this alert in whatever way best matches your workflow.

Workflow 4 — Clear On Track

If a Shipment Exception alert is added after the On Track alert is set, this workflow automatically resolves the On Track alert — reflecting that the shipment is no longer exception-free.

Setting Value
Trigger Shipment Alert is Added
Filters
Original Alert Filter Does Not Contain: Shipment Exception
Alert Filter Contains: Shipment Exception
Action
Action Resolve Alert — On Track

Triggering a check call manually

Your team can trigger a check call on demand at any time — useful for urgent shipments or exceptions.

From a shipment record

  1. Open the shipment in Tai TMS.
  2. Open the Check Call panel.
  3. Click Call AI Agent at the bottom of the modal.

From Shipment Search (multiple shipments)

  1. Go to Shipment Search and select one or more shipments.
  2. Open Bulk Operations.
  3. Select Call AI Agent and confirm.

From the Company Loadboard (multiple shipments)

  1. Navigate to the Company Loadboard.
  2. Select one or more shipments using Bulk Operations.
  3. Choose Request AI Agent Call → Call

Manual calls are only available on shipments whose organization is linked to a configured Integration Source. If you do not see the Call AI Agent option, contact your Tai administrator to verify the integration is active for your organization.

 What to expect after a call

Successful calls

  • An AI Agent Call alert appears on the shipment and is managed automatically — you do not need to create or resolve it manually.
  • Call notes are added to the shipment activity log.
  • If the driver provides a pickup or delivery time, those are logged to the shipment details automatically.
  • If the driver confirms pickup or delivery, the shipment status transitions accordingly (Dispatched → In Transit, or In Transit → Delivered).
  • If the Agent is able to determine the driver's ETA, a Driver ETA stop reference number is automatically added to the relevant stop — the first pickup if the shipment is in Dispatched status, or the last drop if it is In Transit or beyond.
  • The alert stays open until the agent finishes processing and pushes the results back into Tai, at which point it resolves automatically.
  • If no exceptions are reported, the On Track alert is added to the shipment.
  • If a Shipment Exception is subsequently added, the On Track alert is automatically resolved.

The Track and Trace AI Agent currently supports single-stop shipments only. Multi-stop shipments are not supported at this time.

Failed calls and voicemail

  • Missing or invalid phone number — If the call cannot be placed due to a missing or invalid driver phone number, a Shipment Exception is triggered, and the carrier rep is assigned for action. The activity log includes a note indicating why the call didn't go through.
  • Voicemail — If the call goes to voicemail, a Shipment Exception alert is triggered, and the carrier rep is assigned for follow-up. The AI Agent Call alert also remains active alongside the exception, giving two clear signals that the call was unanswered. The activity log reflects this as well. You can use Workflow Automation to automatically retrigger the call if needed.

Activity log prefixes

Every call creates an activity log entry with a prefix in the summary, making it easy to search from either the shipment record or the Shipment Activity page. Use these to quickly see how many calls were successful, which went to voicemail, and which failed:

Prefix What it means
AI Check Call Call completed successfully — driver answered and provided an update.
AI Check Call Unanswered Call went to voicemail — no live response from the driver.
AI Check Call Failed Call could not be placed — phone number is missing or invalid.

Required shipment fields

The following fields must be populated on the shipment before a call is triggered:

Field Requirement Notes
Driver Cell Phone Number Mandatory The Agent cannot place a call without this. Enter it in the Driver Cell Phone Number field under Shipment References.
Pickup Ready Date or Appointment Date Mandatory Used to determine timing context for the call.
Delivery Estimated Date or Appointment Date Mandatory Used to determine timing context for the call.
Driver Name Recommended Helps the Agent address the driver by name during the call. Enter it in the Driver Name field under Shipment References.

Troubleshooting

Symptom Likely cause What to do
"Call AI Agent" option is not visible The shipment's organization is not linked to a Track and Trace AI Agent Integration Source Contact your Tai administrator to verify the Integration Source is configured and linked to your organization.
Shipments are being called more than once per day Workflow 2 filter is misconfigured The Resolved Alert filter on Workflow 2 must be set to Less Than or Equal to: Yesterday. Review and correct the filter configuration.