Ready-to-use scripts
Dispatch Office - General Voicemail
Hi, you've reached [Company Name] dispatch. Our team is currently handling other calls and can't get to the phone right now. Please leave your name, company name, phone number, and the reason for your call. If you're calling about a specific shipment, please include your tracking or reference number. We'll return your call within [timeframe]. Thank you.
Tracking Inquiry Line
Thanks for calling the [Company Name] tracking line. We're currently assisting other customers. If you have your tracking number ready, you can check your shipment status online at [website]. Otherwise, please leave your name, phone number, and tracking number, and we'll call you back with an update within [timeframe].
New Shipment Requests
You've reached [Company Name]. If you're calling about a new shipment or quote request, please leave your name, company name, phone number, and a brief description of what you need shipped, including pickup location and destination. Our team will get back to you within [timeframe] with pricing and availability. You can also email us at [email] for a written quote.
Damage and Claims Line
Thank you for calling [Company Name] claims department. We're sorry we can't take your call right now. To begin a damage claim, please leave your name, phone number, shipment number, and a brief description of the damage. If you have photos, please email them to [email] along with your shipment number. A claims specialist will follow up within [timeframe]. We appreciate your patience.
Driver and Carrier Line
You've reached the [Company Name] driver and carrier line. If you're a driver checking in about a pickup or delivery, please leave your name, truck number, and the shipment reference. Dispatch will call you back shortly. If you're a carrier inquiring about available loads, please leave your name, company, and the lanes you cover. Our logistics team will follow up.
Customization tips
For tracking inquiries, always mention your online tracking portal if you have one. This redirects callers to self-service and reduces voicemail volume. For damage claims, include the email address for photo submissions, since photos are critical for processing claims. Separate your driver/carrier line from customer-facing lines to keep dispatching efficient.
The Voicemail Pile-Up in Logistics
Shipping companies deal with high call volumes. Tracking inquiries, pickup confirmations, delivery questions, quote requests, damage reports, and driver check-ins all come through the same phone lines. During peak hours, it’s common for calls to stack up faster than your team can answer them.
When calls go to voicemail, the quality of information you get back varies wildly. One caller leaves their name, shipment number, and a clear question. The next one says “hey, call me back” with no context. A third leaves a number that’s hard to understand because they spoke too fast.
A professional voicemail greeting changes this by telling each caller exactly what information to leave. The scripts on this page are organized by call type, so you can set up dedicated greetings for tracking, new orders, claims, and driver lines, or pick the general dispatch greeting if you use a single number.
Why Callers Hang Up
In logistics, time matters. A customer waiting on a delivery doesn’t want to leave a voicemail and then wait hours for a callback. They want an answer now. If they can’t get one, many will check the competitor’s tracking portal or call another shipping company for their next load.
Research shows that most callers won’t leave a voicemail at all. The number varies by industry, but for B2B logistics, where callers often have urgent operational needs, the drop-off rate is particularly high during business hours.
That’s why the tracking inquiry script above mentions the online portal. Redirecting callers to self-service is the fastest way to reduce voicemail volume while still giving the customer what they need. For companies without an online tracking tool, an AI phone assistant can fill that gap by answering tracking calls live.
Structuring Your Voicemail for Different Callers
A shipping company’s phone traffic is more varied than most businesses. You’re hearing from:
- Existing customers checking on active shipments
- New prospects requesting quotes for upcoming shipments
- Recipients asking when their delivery will arrive
- Drivers and carriers coordinating pickups and drop-offs
- Claims callers reporting damaged or missing goods
Each group needs different information from you, and each group should leave different information in their message. A single “leave your name and number” greeting doesn’t serve any of them well.
The scripts above are tailored for each scenario. If you have the phone infrastructure for multiple lines or extensions, assign one script per line. If you work with a single number, the general dispatch greeting covers the basics, but consider adding AI call handling for higher-volume periods.
| Caller Type | What to Ask For | Typical Response Time |
|---|---|---|
| Tracking inquiry | Name, shipment number | Same day |
| Quote request | Name, company, cargo details, route | 1 business day |
| Damage claim | Name, shipment number, damage description, photos | 1-2 business days |
| Driver check-in | Name, truck number, shipment reference | Within hours |
| Delivery scheduling | Name, preferred delivery window | Same day |
The Cost of Missing a Quote Request
When a potential customer calls for a shipping quote and gets voicemail, the clock starts ticking. They’re comparing you against two or three other companies. The first to respond with a clear quote and professional communication usually wins.
If your voicemail captures the right details (pickup location, destination, cargo specs, timeline), your pricing team can generate a quote without calling back for more information. That means you can respond faster, sometimes fast enough to be first even if you weren’t the first one called.
The new shipment request script above is built for this exact scenario. It asks for the essential quoting details and mentions the option to email for a written quote. This gives the caller two paths to get what they need.
Damage Claims: Getting It Right from the Start
Damage claims are emotionally charged calls. The customer’s goods arrived broken, and they want resolution. When they can’t reach a person and have to leave a voicemail, the frustration compounds.
Your claims voicemail should do three things: acknowledge that this is an unpleasant situation, tell the caller exactly what information to leave, and provide an email address for photos. Photos are the most important piece of evidence in a damage claim, and the sooner your team has them, the faster the process moves.
The claims script above handles all three. It opens with “we’re sorry we can’t take your call,” which acknowledges the situation without being over-the-top. It asks for the shipment number and damage description. And it directs the caller to email photos, so the documentation starts immediately.
Moving Beyond Voicemail with AI
For shipping companies handling more than a few dozen calls per day, voicemail becomes a bottleneck. Messages pile up, callbacks get delayed, and callers who needed a quick answer are left waiting.
An AI phone assistant like Safina answers every call in real time. For tracking inquiries, it asks for the shipment number and provides an update. For new orders, it collects the pickup and delivery details. For damage claims, it gathers the necessary information and logs the report.
Your team gets structured summaries for each call instead of listening through a queue of voicemails. This means faster response times, fewer missed details, and a more professional experience for every caller.
Plans start at $11.99/month for 30 minutes with the Basic plan. The Pro plan at $29.99/month provides 100 minutes, which handles the overflow for most mid-size operations. For larger logistics companies, the Business plan at $69.99/month covers 250 minutes.
Pair your voicemail setup with the live greeting scripts for shipping companies and the after-hours templates for complete phone coverage. Browse all available script templates or compare AI phone solutions to find the right fit for your logistics operation. Learn how 24/7 availability can keep your lines covered around the clock.
