Tell the carrier — the case conversation and the drafted email

From an audit case, message the carrier inside the case, or get an email drafted from the audit finding, adjust it with AI and copy it to send.

3 min read Real product screens

app.knowella.com Live walkthrough

Once a case has a finding, the carrier needs to hear about it. Each audit case gives you two ways to do that, from the round icons at the top right: a conversation that lives inside the case, and an email KnowDoc drafts from the audit finding. The walkthrough uses bill 6246585626 from C.H. Robinson, which is $126.90 over because fuel was billed at $0.72/mi against the contracted $0.66/mi.

In this article

Open the case

On the Freight Audit list, click a freight bill. Read the AI Recommendation first so you know what you're telling the carrier: here, short-pay the fuel surcharge.

Open the conversation

Click the speech-bubble icon at the top right. Conversation with carrier opens in a side panel for this carrier and bill (C.H. Robinson · 6246585626). "No messages yet" means nobody has written on this case.

Message the carrier

Type in Message the carrier… and click Send. Keep it specific: the bill, the amount you're short-paying and why. The message stays in the case, and the carrier can see and reply to it from the share link you send them.

Open the Email Draft

Click the envelope icon. KnowDoc drafts an email to the carrier from the audit finding, so the Subject ("Billing Discrepancy: Freight Bill 6246585626 / Load 0447166") and Body already include the bill, load, billed and expected amounts, the overcharge and the rate difference. Edit either field directly if you need to.

Adjust it with AI

Under Adjust with AI, type how you want it changed, for example "firmer tone", "add a 7-day deadline" or "shorten it", then click Regenerate. The draft is rewritten with your change and keeps the figures from the finding.

Copy and send

Click Copy Email and paste it into your own mail client; KnowDoc doesn't send the email for you. Then close the panel, and use Mark shared with carrier so the case shows the carrier has been told.

Run your messiest freight bills through it.

Send us a few of your hardest multi-page freight bills, and see the split, the checks and the audit for yourself.

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More guides in Freight Audit & Exceptions

The Freight Audit list — tabs, filters and what each column means4 min read Share a Freight Audit view with your team, and manage carrier share links3 min read Carrier Engagement — see which carriers open and answer their share links3 min read Freight Audit Insights — where the overbilling comes from3 min read Work a Freight Audit case — from the list to a decision5 min read The Splitting tab — check a case's load, bill and documents against 3G4 min read The Validation tab — check a case's shipment details against the 3G order4 min read Share a freight bill with the carrier — choose what they can do and see4 min read Mark a case In Progress or close it — and write the reason to 3G3 min read

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