If you’ve ever managed a customs declaration in CargoWise while waiting for feedback from a partner or client, you know the struggle, email threads get buried, message trails are unclear, and updates can arrive too late to prevent delays at the border.
That’s exactly what the new eConversations feature in CargoWise Neo’s Customs Declarations module aims to fix. With this update, CargoWise Neo users can now communicate directly with CargoWise operators within the same declaration record, no more email chains or missed context.
This enhancement isn’t just about convenience. It’s about real-time collaboration, audit visibility, and seamless compliance across logistics partners who already live inside the CargoWise ecosystem.
What Problem Does eConversations Solve for Freight Forwarders and Customs Teams?
Customs clearance is one of the most communication-intensive parts of freight forwarding. Between brokers, forwarders, importers, and carriers, a single declaration can involve dozens of clarifications, document requests, and compliance checks.
Historically, most of that communication happened outside CargoWise, through emails, instant messages, or even calls. That separation led to three major pain points:
Lost communication trails: Important decisions or clarifications were buried in inboxes instead of being stored against the declaration record.
Operational inefficiency: Users had to constantly switch between CargoWise, email, and shared folders.
Limited accountability: Without clear visibility, it was hard to track who said what and when, especially during audits.
The eConversations update solves these problems by bringing communication into CargoWise itself, turning every declaration into a single source of truth for both operational data and discussion history.
How Exactly Do eConversations Work in CargoWise Neo?
With this enhancement, Neo users can message CargoWise operators directly from within the Customs Declarations interface. The operator, on their side, sees these messages inside their CargoWise Customs Declarations module, integrated right into the workflow.
Here’s the typical flow:
- A Neo user adds a message to a specific declaration.
- The CargoWise operator receives it instantly inside their declaration view.
Depending on system registry settings, the operator (and other relevant staff) also receives an email notification alerting them of the new message.
Both sides can continue the conversation, with every message automatically stored against that declaration.
This approach ensures no information is lost between the web portal and the core ERP, keeping both systems synchronized in real time.
Why does This Update Matter for Customs Operations Today?
In 2025, freight forwarders are under increasing pressure to process declarations faster and avoid compliance errors while maintaining full visibility for customers.
The new eConversations feature directly supports these operational goals:
Better collaboration: Internal teams and external partners can discuss the same declaration without leaving CargoWise or Neo.
Reduced email clutter: No need to chase messages across multiple systems, everything is stored against the declaration.
Improved compliance: Because every conversation is logged, auditors can trace communication history tied to a specific declaration.
Faster decision-making: Real-time message notifications ensure tasks aren’t delayed waiting for manual email responses.
In short, this feature transforms how forwarders manage cross-team collaboration in customs clearance, turning what used to be a scattered process into a structured digital conversation.
How Are Notifications Managed for eConversations?
CargoWise gives administrators flexibility to control who gets notified when messages are sent. Under the System Registry, you can find this setting at:
Web and Visibility > Customs > Declaration
From here, tick the “Override Default” box and select which user groups or staff roles should receive notifications when a message is added or modified.
This ensures that the right people, such as declaration clerks, compliance officers, or account managers, get timely updates.
For example:
- You can configure it so brokers receive all customer messages, while
- Operations supervisors get notified only when key data is changed or deadlines are impacted.
This level of control helps teams manage notification noise while maintaining operational awareness.
Who Can Send and View Messages?
Access to eConversations isn’t open by default. It depends on system-defined security groups:
Web Message Sender – Allows Neo users to initiate and send messages.
Web Message Viewer – Allows CargoWise users to view and respond to those messages within the Customs Declarations module.
These groups can be customized to fit your organization’s internal communication policies. For example, you might allow only licensed brokers or senior staff to reply directly, while other users can view the conversation for context.
What Makes This Feature a Milestone in CargoWise-Neo Integration?
WiseTech Global has been progressively breaking down the barriers between CargoWise Next(the core ERP) and CargoWise Neo (the web portal).
This eConversation capability marks a significant step forward because it:
- Moves communication from external tools into the ERP environment.
- Aligns with the long-term goal of a fully web-enabled CargoWise ecosystem.
- Creates a shared workspace where operators and clients can resolve customs-related issues instantly.
For logistics companies, this means fewer silos and faster turnarounds, especially when compliance windows are tight.
What Should You Do to Enable and Use eConversations Effectively?
If you’re a CargoWise administrator or implementation specialist, here’s what to focus on:
Verify Security Access
Ensure staff roles are properly assigned to the relevant security groups.
Review Notification Preferences
Configure the System Registry so that only essential roles receive message notifications.
Enable and Test Communication Flow
Test message exchange between a Neo user and a CargoWise declaration to confirm everything syncs properly.
Train Your Team
Walk your customs and operations staff through how to send, view, and respond to messages directly in the system.
By doing this, you’ll not only enable the new feature but also make sure your team uses it effectively to reduce obstacles and miscommunication.
What’s Next for CargoWise-Neo Collaboration?
The addition of eConversations in Customs Declarations is part of a broader evolution toward real-time, collaborative visibility in logistics software.
As WiseTech continues developing CargoWise Next, we can expect even more features that merge the desktop ERP power of CargoWise with the accessibility and connectivity of Neo. The goal is clear: make collaboration across global supply chains instant, auditable, and effortless.
Conclusion
For freight forwarders, customs brokers, and logistics service providers, communication delays are no longer just operational inefficiencies, they directly impact profitability and compliance. With eConversations in the Customs Declarations module, CargoWise users finally have a built-in, secure, and auditable way to collaborate with Neo users without leaving the system.
This update simplifies day-to-day coordination, shortens clearance cycles, and strengthens visibility across teams and partners.
If your business hasn’t enabled eConversations yet, or if you’re unsure how to configure security, notifications, or workflow triggers, our certified CargoWise consultants can help you implement it correctly.
Connect with us today to learn how to optimize CargoWise communication tools for smoother customs operations and stronger client relationships.
