Voice + Email, one agent

One agent works the load across every channel.

Email is cheap and leaves a trail. A phone call gets the answer now. Brokers shouldn't have to choose — or bolt two tools together that never share a timeline. Keelway's hybrid agent emails the rate, calls when the reply stalls, keeps dialing for tracking after booking, and records every touch on the same load. One agent. One load. Every channel.

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~40

carrier replies per posted load

Keelway operating data, 2026

2 channels

email + voice on one load timeline

Keelway hybrid agent

24/7

follow-up, escalation, and tracking

Keelway

Why one channel was never enough

A posted load pulls ~40 email replies, and the four good ones still go cold if nobody follows up fast. So brokers call. But the call tool and the inbox tool don't talk to each other — the rate quoted on the phone never lands next to the rate quoted by email, and the load history lives in two places. The broker becomes the integration.

Keelway's Email Agent and Voice Agent already cover each leg. The hybrid agent runs them as one: a single agent that picks the right channel for the moment and keeps everything on one load record.

What the hybrid agent does on a load

Source

Email first, ranked along the keel

Inbound replies get parsed for rate, scored against FMCSA, and ranked top-five inside Gmail — async and cheap, with a paper trail on every offer.

Escalate

Call when email goes quiet

A strong offer that stops replying past your threshold gets a call — not a reminder you have to remember to send. Voicemail falls back to an email. No lead sits idle.

Confirm

Lock the booking by voice

When a real-time yes matters, the agent dials to confirm details and rate, then writes the accepted carrier back to your TMS — same record the email thread lives on.

Track

Check-calls on autopilot

After booking, the agent keeps calling for ETAs and tracking, flags detention and drift, and logs every update to the one load timeline — phone and email side by side.

You set the rules, the agent works the channels

Defaults are simple — negotiate over email, confirm and track by phone — but every brokerage runs differently. Set escalation thresholds, channel preferences, and call windows per lane or per customer. A high-touch reefer customer and a drop-and-hook dry-van lane shouldn't be worked the same way, and they won't be.

Nothing is hidden from the carrier: the voice agent identifies itself, and every email goes out from your domain in your voice. The hybrid agent removes the busywork — the 40-reply triage and the 4pm check-call round — not the relationship.

One timeline, written back to your TMS

Every touch — sent, replied, dialed, answered, tracked — lands on the same load and flows back to your TMS (Tai, McLeod, Aljex on day one). No reconciling an email tool against a phone tool at month end. The hybrid agent is one surface of the broader AI-native broker platform, the same engine that drives ranked load coverage and carrier vetting.

Frequently asked questions

What is the hybrid agent?+

It's one Keelway agent that works a carrier across both email and phone instead of making you pick a channel. It can email a rate request, follow up with a call when the reply stalls, capture the quote either way, and keep calling for tracking after the load is booked — all on the same load record. You get one timeline, not two disconnected tools.

How is this different from the Voice Agent and Email Agent on their own?+

The Email Agent triages and ranks inbound carrier replies in Gmail. The Voice Agent dials carriers for check-calls and ETAs. The hybrid agent is both, coordinated: it chooses the channel that fits the moment, escalates email → call when a carrier goes quiet, and writes every touch — sent, replied, dialed, answered — to the same load. Most brokers start with one channel and turn the other on once they trust it.

When does it call versus email?+

Defaults you control: source and negotiate over email (cheaper, async, leaves a paper trail), then switch to voice for confirmation and tracking where a real-time answer matters. If an email offer goes cold past your threshold, it places a call. If a check-call goes to voicemail, it falls back to an email. You set the rules per lane or per customer.

Does the carrier know they're talking to an AI?+

Yes — the voice agent identifies itself, and every email is sent from your brokerage's domain in your voice. Nothing is hidden. The point is to remove busywork (the 40-reply triage, the 4pm check-call round), not to deceive carriers.

Does it write back to my TMS?+

Yes. Accepted carrier, rate, and every tracking update flow back to your TMS (Tai, McLeod, Aljex on day one) regardless of which channel produced them. No double entry between an email tool and a phone tool.

What does it cost?+

Per-seat, no per-email or per-minute gotchas. Voice is a metered add-on because it carries real telephony cost; email triage is included in the base. We publish pricing on the pricing page and confirm firm numbers in the first demo.

Email when it's cheap. Call when it counts.