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Shared inbox · Gmail-native · Load-aware

The shared inbox that knows what a load is.

Your brokerage already runs on a shared inbox — ops@, dispatch@, the address on every rate con. The problem was never sharing the inbox. It's that the inbox reads everything as mail, when most of it is freight: quotes, check calls, PODs, detention notices. Keelway sits on top of Gmail and reads the freight.

Book a demoHow the Gmail layer works
~40
carrier replies per posted load
Keelway operating data, 2026
>95%
rate-extraction accuracy on numeric quotes
Keelway product data, 2026
$0
per-seat fees — unlimited users, flat price
Keelway pricing, 2026

The ops@ problem, stated honestly

A brokerage inbox is not a support queue. A support queue is many customers with independent questions; first-in, first-out mostly works. A brokerage inbox is a few dozen loads, each fanning out into dozens of related messages — quotes to compare against each other, a rate con to confirm, check calls to log, a POD to chase. The unit of work is the load, and email clients don't have loads. Neither do generic shared-inbox tools. That mismatch is why brokers describe their day as living in the inbox, and why the volume math gets ugly: around 40 carrier emails per posted load, multiplied by every load on the board. Our freight email statistics page lays out the numbers.

Front, Gmelius, and Hiver are honest, competent products for the support-queue shape. Assignment, notes, collision detection — real features, fairly priced per seat, and if your problem is "two people answered the same email," they solve it. What they can't do is tell you which of 38 quotes on the Dallas load is the best combination of rate and carrier trust, because they don't know it's a quote, a load, or a carrier. See our detailed Front and Gmelius comparison for that breakdown.

What load-aware means in practice

Parse

Every reply read on arrival

Rate, equipment, availability, and MC/DOT extracted from each inbound carrier email — above 95% accuracy on numeric rate quotes (Keelway product data, 2026).
Match

Threaded by load, not by subject line

Replies attach to the posted load they answer — by reference, and by context when the carrier forgot to include one. The load's whole conversation lives in one place.
Vet

Carrier context on every email

A live FMCSA check and 0–100 trust score ride along with every reply — authority, insurance on file, and identity flags visible before anyone answers.
Rank

A shortlist, not a pile

Each load shows its top replies ranked by trust and rate. The team books from a sorted table instead of scrolling a chronological inbox.

Coverage without the handoff meeting

The quiet win of a load-matched inbox is what happens when a rep is out. Every quote, check call, and rate discussion is already attached to its load with the carrier's trust record alongside — so the coordinator picking up the load reads the history instead of reconstructing it. No forwarded thread archaeology, no re-negotiated rates because the original conversation was locked in someone's personal mailbox.

No migration, because it's still Gmail

Keelway is an AI platform that automates carrier email triage for freight brokers — turning 40+ carrier replies per posted load into a ranked, vetted shortlist in under a second. The deliberate constraint behind it: your team should not have to move. Keelway layers on the Gmail account you already run — same addresses, same threads, same muscle memory. The parsing, vetting, and ranking covered on the carrier email automation page happen underneath, and the price is flat: $799/mo, unlimited users, no per-seat math when you add a dispatcher.

Frequently asked questions

Why do freight brokerages run on shared inboxes?+
Because freight is a team sport played against the clock. Loads get posted from ops@, carrier replies land in dispatch@, and whoever is at the desk works the next thread — coverage can't depend on one person's personal inbox being watched. The shared inbox is the brokerage's actual operating system: quotes, rate cons, check calls, PODs, and detention disputes all live there.
Why don't generic shared-inbox tools work for freight?+
Front, Gmelius, and Hiver are good at what they're built for: assignment, shared drafts, and collision detection for generic support teams. What they don't have is any concept of a load, a lane, a rate, or a carrier. A generic tool sees 40 new messages; a broker needs to see one posted load with 38 quotes, ranked, with two fraud flags. That gap — parsing freight out of email — is the whole job, and it's not a feature generic tools ship.
What does a freight-native shared inbox do differently?+
It reads the freight out of every message. Keelway parses each inbound carrier reply — rate, equipment, availability, MC/DOT — matches it to the posted load it belongs to, runs a live FMCSA check on the carrier, and ranks the replies per load by trust and rate. Rate extraction runs above 95% accuracy when a numeric rate is quoted (Keelway product data, 2026). The team works a ranked shortlist per load instead of a chronological pile per inbox.
Does my team have to leave Gmail?+
No — that's the design decision the whole product hangs on. Keelway runs on top of Gmail rather than replacing it. There's no migration project, no new inbox to check, no forwarding rules that break. The ops@ address your carriers already know keeps working; what changes is that the replies arrive pre-read, pre-vetted, and pre-ranked.
How does a shared inbox help with coverage when someone is out?+
The failure mode of personal inboxes is information hostage-taking: the rep who negotiated the rate is out, and the thread — with the quote, the carrier's number, and the pickup details — is locked in their mailbox. With a shared, load-matched inbox, every message is attached to its load, so whoever picks up the load sees the full conversation history and the carrier's trust record. Nobody re-negotiates a rate because the original thread went dark.
What does Keelway cost compared to per-seat inbox tools?+
Keelway is $799/mo flat with unlimited users — month-to-month, no setup fee, 30-day trial, no card required to start. Generic shared-inbox tools price per seat, so their cost scales with your headcount; check their published pricing pages for current rates. The flat price is deliberate: a brokerage shouldn't have to think about seat counts when adding a dispatcher.
Same Gmail. New superpowers.

Give ops@ an inbox that reads freight.

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Related

Carrier Email Automation →

The flagship capability — every reply extracted, scored, and ranked inside Gmail.

Front & Gmelius vs freight-native →

The generic shared-inbox tools compared honestly, per-seat math included.

Gmail integration →

How Keelway layers onto the Gmail account your brokerage already runs.

Freight broker email statistics →

The volume math — what a posted load actually generates.

Handling 40 carrier emails per load →

The playbook for the inbox volume problem.