By default, Chain’s AI agent sends messages using a user pulled from your connected TMS. Which user is selected depends on the TMS integration.
Default User by TMS
If no customization is made, the AI agent will send messages from the following user fields:
3GTMS – Booked By User
Revenova – Carrier Sales Rep
McLeod – Dispatch User
Infios (MercuryGate) - Carrier Rep
Tai – Carrier Rep
Sunnybrook – Assigned Dispatcher
Turvo – Carrier's Account Owner
If you’d like to override this behavior, you can configure the agent to:
Always send messages from your Workspace name (your company name), or
Always send messages from a specific user in your workspace
Important: Only users with Admin or Owner permissions can change this setting.
Change the “Communication From” Setting
Once you have Admin or Owner access, follow the steps below.
From the left-hand menu, click Workspace
Select Automation
Choose Autopilot Tracking Agent
Click Configure
Locate the Communication From dropdown
Select one of the following:
Workspace – Sends messages on behalf of your company name
Specific User – Sends messages from a selected team member
If you chose Specific User, select the desired user
Click Save Agent Configuration
Create a Custom AI Sender Name (Recommended)
If you want your AI agent to always send messages from a custom name (for example, “Via” or “Otto”), you’ll need to create a dedicated user first.
Step 1: Create an Email for the AI User
Create an email address (this can be a distribution email), for example:
otto@yourcompanydomain.com
Step 2: Invite the AI User to Your Workspace
Go to Workspace
Select Settings
Click Members
Click Invite team members
Invite the newly created email address
Step 3: Log In Once as the AI User
Open an Incognito / Private browser window
Log in to Chain using the AI email address
When prompted for a name, enter the name you want displayed (e.g., Via)
Accept the workspace invitation
✅ You only need to complete this login once to set the name.
Step 4: Assign the AI User to the Agent
Return to your regular login and follow these steps:
Go to Workspace → Automation
Select Autopilot Tracking Agent
Click Configure
Under Communication From, select Specific User
Choose the AI user you created (e.g., Via)
Click Save Agent Configuration
Result
Your AI agent will now consistently send messages using:
Your company name, or
A specific team member, or
A custom AI identity you created
This ensures consistent, professional communication across all carrier interactions; regardless of which TMS is connected.