What Autopilot (Static Rules) is
Deterministic, rule-based automation: time/event “triggers” + scoped “conditions” + templated messages.
Messages are sent automatically and appear in the shipment chat marked “via autopilot.”
Replies from drivers (SMS) and dispatchers (email) are consolidated into the same shipment thread for your team.
When to use Autopilot (Static Rules)
Use Autopilot for narrowly defined, repeatable SOPs where you want a guaranteed, templated message or action:
Customer/location-specific requirements (examples below)
Day-before/at-pickup reminders that don’t require conversation
Operational routing like auto-adding team members to loads
Autopilot is not conversation-aware. It will send when the trigger fires, even if someone is already chatting. For dynamic, context-aware check calls and exception handling, use the AI Tracking Agent.
How it works
Triggers (time/event): Fire messages at specific moments (e.g., before pickup/delivery, at a milestone).
Conditions (scope): Target by customer, location, or similar load attributes (e.g., “for this customer only,” “for Chicago loads”).
Actions (what to do):
Send templated SMS to driver and email to dispatcher (shows “via autopilot” in the thread)
Optionally follow up if there’s no response
Operational actions like auto-adding team members to loads (see examples)
Common examples (from customer calls)
Safety vest selfie: For specific shippers/locations, ask the driver (via text) to send a selfie wearing a safety vest.
Warehouse app install: For customers like Costco, send a day-before-delivery reminder to install the warehouse app.
Clean trailer requirement: For “Chicago clean trailer” (location-specific), send the required trailer-readiness message.
Auto-assign team members: Create a rule that adds an ops user (e.g., Melissa) as a team member on loads owned by certain customer sales reps so she’s in the loop and receives notifications.
Behavior to expect
“Via autopilot” label in chat: Your reps can see which messages were automated.
Multi-channel by default: Drivers receive SMS; dispatchers see email; both flow into one shipment chat.
Follow-ups: If no response, Autopilot can follow up automatically.
Not conversational: It won’t “read” the thread or back off; it will send when configured to send.
Setup (what to configure)
Open Autopilot in your workspace.
Create a rule:
Define the trigger (e.g., day-before delivery, at pickup).
Add conditions (e.g., customer equals X; location equals Y).
Write the templated message (be specific about what you need—selfie, app link, clean trailer, etc.).
Enable follow-ups if needed.
For operational routing, create a rule to auto-add specific team members based on the customer rep or other load fields.
Save and monitor results in Inbox (shipment chats).
Using Autopilot with the AI Tracking Agent
Keep Autopilot for specialty SOPs (e.g., safety vest selfies, warehouse app installs, clean-trailer checks).
When you turn on the AI Tracking Agent for core check calls, turn off general-purpose Autopilot rules that duplicate those messages.
Let the Agent handle conversation, timing, and exceptions; let Autopilot enforce the specific, deterministic requirements.
FAQs
Will Autopilot back off if my rep is already chatting? No. It’s not conversation-aware.
Where do Autopilot messages show? In the shipment chat, labeled “via autopilot.”
Can I target by customer or location? Yes—use rule conditions.
Can I use it to add team members automatically? Yes—create a rule that adds specific users based on load fields (e.g., customer rep).