Every logistics team has experienced that moment, you’re halfway through building a shipment, validating a customs message, or troubleshooting a workflow step, and suddenly one small CargoWise question brings everything to an end. Instead of pushing work forward, you’re scrolling through menus, searching documentation, or waiting for support to respond.
Ace Chatbot changes that dynamic. Built directly into CargoWise, Ace gives operators the ability to get accurate, system-approved answers the moment they need them. No switching screens, no raising tickets for simple questions, and no wasted time hunting for the right help article.
This blog explains why Ace is a game-changer for freight forwarders, brokers, carriers, customs teams, finance users, and anyone working inside the CargoWise environment.
A Smarter Way to Access CargoWise Knowledge
Ace uses AI to interpret plain-language questions and deliver quick explanations, troubleshooting steps, and links to validated CargoWise learning materials. Instead of searching multiple knowledge bases, Ace brings the answers directly to your workflow.
What sets Ace apart is that its content is sourced only from:
- WiseTech Academy
- Official CargoWise learning documentation
- Feature update notes
- Published how-to guides
This ensures the information is consistent, reliable, and aligned with real system behavior. Unlike generic chat tools, Ace is designed specifically for CargoWise users, meaning it understands workflows, module terminology, and the everyday challenges logistics teams face.
How Ace Works Inside CargoWise?
Using Ace requires no configuration and is available automatically to customers running CargoWise version 25.9.10.x or above. Once enabled, you simply open the chat icon at the top of the screen and type your question.
Ace supports a wide range of queries, such as:
- “How do I create a shipment consolidation?”
- “Why am I receiving this yellow error message?”
- “Where do I link documents to a job?”
- “What does messaging status 124 mean in customs?”
- “How do I add a charge code to a client?”
If the question is unclear, Ace requests more detail. If the question has multiple possible outcomes, it asks for context. And if the needed answer requires deeper investigation, the Submit eRequest button at the bottom of the chat window lets you escalate smoothly.
This mix of self-service and guided escalation helps teams stay productive while still having access to traditional support when required.
The Practical Benefits for Logistics Teams
Ace impacts daily operations in several meaningful ways:
1. Faster Issue Resolution
Teams no longer lose momentum searching for answers. Instead of reading through several articles, Ace summarizes the exact steps needed.
2. Reduced Dependency on External Support
Common “how do I…?” questions no longer require eRequests or internal CargoWise admins to intervene. This reduces support backlog and improves turnaround time.
3. Higher Data and Process Accuracy
By following Ace’s instructions, which reflect the correct CargoWise workflow, users avoid missteps that can trigger compliance issues, misbilling, or shipment delays.
4. Better Onboarding for New Employees
New operators often need guidance on small tasks such as creating bookings, linking HBLs, or updating job milestones. Ace becomes an immediate trainer they can rely on while learning the system.
5. Stronger System Adoption Across Departments
Forwarding, customs, warehousing, finance, and transport teams can all reference Ace as their initial point of clarity, making it easier for organizations to maintain standardized processes.
6. A Single, Reliable Source of Truth
Ace prevents multiple “versions” of knowledge from spreading within the team. Since it draws only from validated content, consistency improves across all branches.
How to Get the Most Out of Ace?
While Ace can answer a wide variety of questions, the quality of the response depends on the clarity of the query. Logistics professionals can optimize results by following a few simple practices:
Be specific about the module or workflow step.
Example: “In Forwarding, how do I create a consolidation?”
Describe the error or behavior precisely.
Example: “Why am I receiving a yellow warning when updating charges?”
Break complex processes into smaller questions.
Example:
- How do I create the job?
- How do I add a document?
- How do I link the HBL to the MBL?
Start a new chat for unrelated topics so Ace does not mix contexts. Provide context if the workflow has multiple paths, such as quoting vs. booking vs. job-level actions. These small adjustments significantly improve the accuracy of Ace’s responses.
When to Use Ace vs. When to Raise an eRequest?
Ace is designed for speed, but it’s not a complete replacement for traditional CargoWise support.
Use Ace for:
- Standard system explanations
- Module navigation tips
- Step-by-step task instructions
- Common error messages
- Field (data) requirements
- Linking or referencing records
- Troubleshooting routine issues
Raise an eRequest when:
- The issue requires system-level investigation
- You suspect a software bug
- The error is related to your internal configuration
- You need a feature change or enhancement
- The question spans multiple modules and workflows
Ace will always show the “Submit eRequest” option at the bottom of the chat window, ensuring users never feel stuck or unsupported.
Why Ace Represents the Future of CargoWise Learning?
The logistics industry moves fast, and CargoWise evolves constantly. New releases, new functions, new compliance requirements, they all impact daily workflows.
Ace helps teams stay aligned with system changes by pointing directly to updated references, without requiring users to manually check what’s new.
This is particularly important for organizations handling:
- International freight forwarding operations
- Customs brokerage
- Warehousing and distribution
- Transport and last-mile operations
- Order management and supplier bookings
- Financial and compliance workflows
- Every department benefits from instant clarity.
Conclusion
Ace is more than a chatbot, it’s a hands-on productivity tool that helps teams stay efficient, confident, and accurate. Keeping support inside the CargoWise screen removes the friction that slows down operations and gives users a reliable, on-demand knowledge resource.
If your logistics organization is looking to maximize efficiency, strengthen internal workflows, and improve system adoption across the board, partnering with a CargoWise specialist can take your implementation even further.
Need help optimizing CargoWise workflows or improving user adoption? Schedule a demo today, to know more about ACE your AI CargoWise expert.
