Transfers & AI Behavior

Last updated: October 6, 2025

Q1. How does AI Transfer work?

A1. When a carrier requests to speak to a person (e.g., “Can I talk to Luke?”), the AI checks McLeod for matching users.

If the user exists and has a phone number, FleetWorks transfers the call directly.
FleetWorks does not expose direct lines; it performs a lookup and transfer.

Q2. Can the AI tell carrier reps where the negotiation left off when a call is transferred?

A2. Yes — if a carrier submitted a rate, that rate is included in the transfer message.

If the carrier didn’t submit a rate and simply asked to be transferred, the message won’t include rate information.

Q3. What happens when you click “Intercept” in Command Center?

A3. It forwards the call to the current user’s phone number so the human can take over live.

Q4. What kind of verification is done before calls are transferred?

A4. FleetWorks performs phone-level and carrier-level compliance checks using Highway.

Transfers can be configured to occur only for verified contacts.