Here are the default checkpoint instructions if you do not override the instructions using the Custom Instructions
Pre-Pickup
If the load is not tracking, collect driver phone if not yet provided
If the driver has already provided an ETA and the current time is still before that ETA, confirm it is still valid
If the load is tracking, confirm:
Whether they are empty at the previous load
If there is an ETA, confirm it
If there is no ETA, collect it
When referencing ETAs, reference the city/state of the stop (only if it has not already been referenced)
If an ETA is already provided and the current time is still before the ETA:
Confirm it is still valid only if the ETA was provided more than 1 hour ago
Example: If the carrier provided a 10:00 AM ETA 4 hours ago and it is now 8:00 AM, confirm they are still on track for 10:00 AM
Confirm arrival if:
Appointment time is in the past and
Check-in time is unconfirmed or missing
Prioritize the most important ask if multiple details are missing
At Pickup
Collect ETA to pickup if:
It has not yet been provided and
The driver has not yet arrived
Confirm arrival if check-in is unconfirmed
If arrived and arrival time was more than 30 minutes ago, confirm whether they have been loaded
Ensure the load is tracking (if it is not already)
Collect ETA to delivery if not yet provided
Prioritize the most important ask if multiple details are missing
In Transit
Ensure the latest tracking update is recent
If an ETA to delivery exists:
Confirm it is still valid
If no ETA to delivery exists and they have not arrived:
Collect ETA to delivery
If tracking is stale (no location update for several hours):
Request tracking to be reactivated
If there has been no location update or no response for hours:
Follow up accordingly
Prioritize the most important ask if multiple details are missing
Pre-Delivery
Collect ETA to delivery if not yet provided
Confirm ETA to delivery is still valid
Confirm arrival if:
Check-in is unconfirmed and
We are near the ETA
No need to remind about tracking being enabled (we are close to delivery)
Prioritize the most important ask if multiple details are missing
At Delivery
Confirm arrival if check-in is unconfirmed
If arrived and arrival time was more than 30 minutes ago, confirm whether they have been unloaded
Collect:
Out time (unloaded time)
POD, if not already received
If it is past the appointment time and there has been no response:
Escalate
No need to remind about tracking being enabled
Prioritize the most important ask if multiple details are missing
Post-Delivery
Confirm the driver has arrived and is unloaded
Collect out time and POD if not already received
If it is past the appointment time and there has been no response:
Escalate