Let a voice agent negotiate and book freight when carriers call about posted loads—inside your rate limits—so after-hours staff only handle exceptions: AI agent prompt
ElevenLabs' Oct 20, 2026 customer story on Trinity Logistics (a 3PL) describes bringing inbound carrier-call automation in-house with ElevenAgents after an external provider got expensive. When carriers call about loads posted on industry boards, the agents negotiate rates and book freight inside parameters Trinity sets, with a native TMS integration. Trinity reports about 30,000 inbound calls and roughly 1,000 shipments booked automatically each month, a 4% booking rate on par with the prior system, 25% higher margins on automated shipments versus legacy bookings, and about 40% lower per-minute platform cost. After-hours Saturday volume for one remote team dropped from about 500–600 calls to about 120, with ElevenAgents handling an estimated 60–70% of inbound carrier calls before a person picks up. Trinity migrated one operations team at a time so staff would not notice the replatform. Figures are from Trinity as reported by ElevenLabs.
The prompt
Design a carrier inbound booking voice agent for my freight desk. TMS: [name], load boards: [which], rate rules: [floor/ceiling, lanes]. Hard rules: never book outside my rate limits; never invent a pickup number; escalate broken-down trucks, missing PU numbers, and anything outside the posted load. 1) Write the call flow: greet → confirm load → share constraints → negotiate within limits → book or warm-transfer. 2) List TMS fields the agent may read vs write, and which writes need a human confirm. 3) Draft 8 exception types that must go to a person. 4) Propose a team-by-team rollout (one desk per week) and metrics: booking rate, margin vs manual, transfer rate, carrier complaint rate. 5) Give a Saturday coverage plan that keeps humans on exceptions only. Do not place a real booking in this chat.
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- Copy the prompt above.
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Real-world example: elevenlabs.io/blog/trinity-logistics
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Before you use it: what to check
Already built into this prompt
- Hard rules: never book outside my rate limits; never invent a pickup number; escalate broken-down trucks, missing PU numbers, and anything outside the posted load.
- Do not place a real booking in this chat.
Check yourself
- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
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