Email Routing & Communication Protocols
Rules for how email flows through Forza, both inbound and outbound. Prevents inquiries from bouncing between departments and keeps Nick out of operational threads.
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🎯 Ideal State
Every external inquiry lands in the correct department inbox on first send. No forwarding required. No looping in the CEO. Shipper and carrier onboarding contacts receive a clear contact sheet with name, role, department email, and direct contact.
📍 Current State
- James manually forwards Highway carrier notifications to Concetta — no automated routing exists
- Concetta’s accounting inbox was not consistently monitored (fraud attempt 2/19/26 proved this)
- Email signatures don’t match UKB roles (James signs “Sales Operations” instead of “Ops Manager”; Concetta signs “Account Manager” instead of “CFO/Accounting”)
- No standardized contact list exists in the customer packet
🚧 Gaps
- Gap 1: No automated trigger for carrier notifications → accounting
- Gap 2: Accounting inbox monitoring not enforced
- Gap 3: Employee email signatures don’t reflect UKB-documented roles
🛠️ Gap Closure Actions
| # | Action | Owner | Dependency | Effort |
|---|---|---|---|---|
| 1 | Create n8n workflow: Highway carrier notification → auto-forward to accounting@ | Casey | n8n live, Highway email integration | Medium |
| 2 | Add accounting@ inbox to Concetta’s daily monitoring checklist — confirm daily read in EOS | Concetta | None | Low |
| 3 | Standardize email signatures per UKB roles — draft template for all 6 team members | Casey | Sign-off from Nick | Low |
Routing Table
| Topic | Send To | CC | Notes |
|---|---|---|---|
| Shipper invoicing / payment / remittance | accounting@forzalogisticsgroup.com | — | Concetta owns all Phase 4–7 |
| Carrier invoicing / payment issues | accounting@forzalogisticsgroup.com | James | Carrier payment discrepancies |
| Load booking / dispatch / tracking | dispatch@forzalogisticsgroup.com | — | James / Jen |
| New carrier alerts (Highway) | accounting@forzalogisticsgroup.com | James | Currently manual → Gap 1 |
| Sales inquiries / new shipper leads | martina@forzalogisticsgroup.com | — | sales@ not yet created |
| General inquiries | forza@forzalogisticsgroup.com | — | Catch-all |
| Fraud / payment redirection | accounting@forzalogisticsgroup.com + Nick | Casey | Never honor redirect without Nick approval |
NOA Process — HaulPay
Forza uses a Notice of Assignment (NOA) to direct shipper payments through HaulPay. This is the process for every new shipper:
- Prepare NOA: After the shipper completes the onboarding packet, send the NOA to the shipper’s NOA email (from their billing details form)
- Email format:
- One NOA per email — do not thread or combine multiple NOAs in one message
- CC: enterpriseuw+noa@haulpay.io
- Subject:
Notice of Assignment — [Shipper Name] — Forza Logistics Group - Attach: Completed NOA document
- Shipper action: Shipper must Reply All with explicit confirmation language provided in the NOA
- Critical: Start a fresh email thread for each NOA. HaulPay’s ticketing system threads by subject line — forwarded responses are not accepted
- Remittance: All remittance advice must go to
payments@haulpay.io— ACH and wire payments cannot be applied without an emailed remittance
NOA Confirmation Language (Shipper Must Reply With)
“This email confirms our agreement to the Notice of Assignment for all invoices owed to [Shipper Name]. We will remit all payments to HaulPay per the instructions in the NOA.”
🤖 System Automation
| What | How | Notes |
|---|---|---|
| Highway → Accounting notification | Currently manual (James forwards) | n8n workflow needed [Gap 1] |
| NOA email threading | HaulPay auto-threads by subject | Requires clean subject lines from Forza |
| Remittance processing | payments@haulpay.io receives and applies | Carrier-side responsibility |
🛑 Hard Gates
- No NOA acceptances via forwarded emails — HaulPay requires fresh-thread reply-all confirmations
- No payment redirections without Nick’s explicit approval — per the 2/19/26 fraud incident
Payment Terms Enforcement
- 30-day standard for shipper payments from receipt of complete documentation (invoice + BOL + POD)
- Carrier payments follow HaulPay self-financing — eliminate Quick Pay fees, keep for credit checks/collections
- Clock starts on receipt of ALL documents, not delivery date
- Enforcement: Email carrier 1 day post-delivery requesting invoice to start the clock