Track and Trace AI Agent

What Is the Track and Trace AI Agent?

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. The Agent operates 24/7, including nights and weekends, and communicates with drivers in multiple languages, reflecting the real diversity of your carrier network.

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

The result is continuous, automated visibility into your freight — without the phone tag. 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

Before the Track and Trace AI Agent can be activated for your account, a few things need to be in place. Your Tai support team will handle the technical setup — this section gives you a clear picture of what they will do, what you need to provide, and what you will configure yourself.

What Tai Will Set Up

The Tai support team takes care of all the technical configuration. Here is what they will set up on your behalf:

• The AI Agent in CloneOps, configured with your outbound phone number (either your own number or a provisioned one)
• The Integration Source in Tai that links the Agent back to your account in the TMS
• All credentials and secure variables needed for the Agent to communicate back and forth with Tai
• Guidance on setting up your Workflow Automation schedules — the scheduling step is yours to configure in Tai (more on this below)

What You Are Responsible For

There are two things you own in this process:

• Providing the phone number and any information Tai needs to complete the setup (see below)
• Setting up the Workflow Automation schedules in Tai that control when the Agent places calls each day (see the How the Automated Check Call Cycle Works section for guidance)

Information You Will Need to Provide

To complete the setup, have the following ready:

How the Automated Check Call Cycle Works

Once everything is set up, the process runs automatically every day. Here is what happens from start to finish:

Setting Up Your Workflow Automations

Once Tai has completed the integration setup, you will configure two Workflow Automation schedules in Tai. These schedules are what actually drive when the Agent places calls each day. You need two — not one — because they handle two different situations: a shipment that has never had a call, and a shipment that was called on a previous day and is ready for a follow-up.

To get started, navigate to Settings > Workflow Automations in Tai and create the two schedules below.

Schedule 1 — First Call (Shipments With No Prior Agent Call)

This schedule picks up any active shipment that has never received an AI Agent Call and triggers the first call. Configure it as follows:

Schedule 2 — Follow-Up Calls (Shipments With a Prior Resolved Call)

This schedule picks up shipments that were called on a previous day and triggers a fresh follow-up call. The date filter ensures the same shipment is never called twice on the same day. Configure it as follows:

Triggering a Check Call Manually

In addition to the automated daily schedule, your team can trigger a check call on demand at any time. This is useful for urgent shipments, exceptions, or any situation where you do not want to wait for the next scheduled run.

There are three ways to trigger a manual call:

Option 1 — 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.
4. The Agent call is dispatched immediately and the AI Agent Call alert is added to the shipment.

Option 2 — 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.
4. The call is queued and dispatched for all selected shipments.

Option 3 — From the Company Loadboard (Multiple Shipments)

1. Navigate to the Company Loadboard.
2. Select one or more shipments using Bulk Operations.
3. Choose Check Call > Call AI Agent.
4. The calls are dispatched for all selected shipments.

What to Expect After a Call

After the AI Agent completes a check call, here is what you will see in Tai:

• An AI Agent Call alert will appear on the shipment. This alert is managed automatically — you do not need to create or resolve it manually.
• Call notes from the interaction will be added to the shipment activity log.
• If the driver provides a pickup or delivery time during the call, those times will be logged to the shipment details automatically.
• If the driver provides details that indicate a status change — for example, confirming pickup or delivery — the shipment status will transition accordingly (e.g., Dispatched to In Transit, or In Transit to Delivered).
• The alert will remain open (unresolved) until CloneOps has finished processing the results and pushed them back into Tai, at which point it resolves automatically.
• The next scheduled run will detect the resolved alert and trigger a follow-up call the following day.

Required Shipment Fields

For the AI Agent to successfully complete a check call, the following fields must be populated on the shipment before a call is triggered:

Troubleshooting

If something does not appear to be working as expected, use the table below as a starting point before reaching out to support.

Issues in Tai