LLM Voice Agent Integration Policy

Document ID: PLCY-VOI-001
Version: 1.7
Effective Date: January 21, 2026
Last Review: January 21, 2026
Owner: Hop And Haul Team

CONFIDENTIAL

This document is CONFIDENTIAL and for internal use only. Do not distribute outside the organization.

1. Purpose

This document defines the LLM voice agent behavior for Hop And Haul. The core principle: the agent IS dispatch—a modern, automated dispatcher calling drivers over their hands-free Bluetooth headsets.

Voice is LAST RESORT

As of January 2026, voice calls are the LAST RESORT fallback for routine offers. The PRIMARY communication channel is now Samsara Messages API. Voice calls only trigger when Samsara Messages timeout without response AND the driver is still STOPPED/PARKED. See PLCY-COM-001 for details.

Hop And Haul is Dispatch

Dispatchers have called drivers over hands-free systems for decades. Hop And Haul simply makes dispatch more efficient. The voice agent presents transport opportunities, the driver says yes or no, and on acceptance we push the updated route to Samsara.

Related Documents:

PLCY-VOI-002 - Voice Agent Technical Specification (Twilio + OpenAI architecture)
PLCY-VOI-003 - Voice Escalation Procedures (human handoff)
PLCY-ADM-002 - Admin Call Routing Configuration
PLCY-COM-001 - Driver Communication Protocol

2. Prerequisite: One-Touch Bluetooth Headset

COMPANY POLICY REQUIREMENT

All drivers participating in Hop And Haul voice dispatch must have a one-touch Bluetooth headset or hands-free vehicle integration. This is enforced through fleet onboarding.

2.1 Acceptable Equipment

Equipment Type	Examples
Bluetooth mono headsets	BlueParrott B550-XT, Plantronics Voyager
Trucker single-ear headsets	BlueParrott B450-XT
Vehicle-integrated Bluetooth	Factory or aftermarket hands-free
Smartphone integration	Apple CarPlay, Android Auto with voice activation

2.2 Driver Onboarding Checklist

[ ] Hands-free device configured and paired
[ ] Single-button or voice-activated answer verified
[ ] Device does not require reaching or holding during call
[ ] Driver acknowledges hands-free policy

Why This Works: Drivers have received dispatch calls over hands-free systems for decades—CB radio, Qualcomm, phone calls. Hop And Haul is dispatch. The one-touch headset requirement ensures DOT compliance (49 CFR 392.82).

2.3 Voice as Last Resort Fallback

CRITICAL CHANGE (January 2026)

Voice calls are now LAST RESORT for routine offer delivery. Samsara Messages API is the PRIMARY channel.

When Voice Calls Trigger

Voice calls ONLY initiate when ALL of the following are true:

Condition	Requirement
Samsara Message delivered	No API error on send
No response within timeout	5 min (STOPPED) or 10 min (PARKED)
Driver state unchanged	STILL in STOPPED or PARKED
Voice fallback enabled	Platform setting `voice_fallback.enabled = true`
Driver opted in	Driver has `voice_dispatch_opted_in = true`
Hands-free verified	Driver has verified hands-free setup
Pre-contact gates pass	Speed, maneuvers, traffic checks pass

Voice Fallback Decision Flow

[SAMSARA MESSAGE TIMEOUT - NO RESPONSE]
              │
              ▼
    ┌─────────────────────┐
    │ Check Driver State  │
    └─────────┬───────────┘
              │
    ┌─────────┴─────────────────────┐
    │                               │
    ▼                               ▼
┌──────────────┐            ┌──────────────┐
│ STILL        │            │ NOW          │
│ STOPPED/     │            │ MOVING       │
│ PARKED       │            │              │
└──────┬───────┘            └──────┬───────┘
       │                           │
       ▼                           ▼
┌──────────────────┐        ┌──────────────┐
│ Voice fallback   │        │ EXPIRE OFFER │
│ enabled?         │        │ (no voice)   │
└───────┬──────────┘        └──────────────┘
        │
  ┌─────┴─────┐
  ▼           ▼
 YES          NO
  │           │
  ▼           ▼
┌──────────────┐  ┌──────────────┐
│ Driver       │  │ EXPIRE OFFER │
│ opted in?    │  │              │
└──────┬───────┘  └──────────────┘
       │
  ┌────┴────┐
  ▼         ▼
 YES        NO
  │         │
  ▼         ▼
┌──────────────┐  ┌──────────────┐
│ Pre-contact  │  │ EXPIRE OFFER │
│ gates pass?  │  │              │
└──────┬───────┘  └──────────────┘
       │
  ┌────┴────┐
  ▼         ▼
 YES        NO
  │         │
  ▼         ▼
┌──────────────┐  ┌──────────────┐
│ INITIATE     │  │ DEFER        │
│ VOICE CALL   │  │ (wait)       │
└──────────────┘  └──────────────┘

Voice Fallback Script

For timeout fallback, use the standard call script per PLCY-COM-001 Section 4.3:

Standard Call Script:

"Hey [Driver Name] — got a ride that fits your route. Pickup near [Location]
in about [X] minutes, drop-off in [Destination]. Adds [X] miles, pays [$X].
No rush — let me know in the next few minutes if you want it."

Accepted Response Options (per PLCY-COM-001 Section 4.4):

Driver Says	Agent Response	Then
"Yes" / affirmation	"Confirmed. Route updating now."	End call, update Samsara
"No" / decline	"Got it. No problem. Drive safe."	End call, close offer, no penalty
"Hold" / "Let me think"	"No rush. I'll check back in a few."	Schedule follow-up
Nothing (5 sec)	Silence	End call, expire offer

Follow-Up and Timeout (per PLCY-COM-001 Section 4.5):

Timing	Action
3-4 minutes	Soft follow-up: "Still got that [Destination] ride if you want it. Otherwise I'll pass it along."
5 minutes	Auto-decline: "No problem — I've released that one. Drive safe."

Exceptions: When Voice Initiates First

Voice MAY initiate WITHOUT prior Samsara Message for:

Scenario	Voice Behavior
EMERGENCY	Voice call immediately (bypass all checks)
Driver-initiated call	Respond per current state rules
Urgent/safety (STOPPED/PARKED)	Voice permitted if opted in

For ROUTINE offers: Always Samsara Message first, voice only on timeout.

3. The Real Constraint

3.1 What DOT Actually Says

Rule	Prohibited	Allowed
49 CFR 392.82	Handheld phone use	Hands-free voice
49 CFR 392.80	Texting/reading text	Listening/speaking
Common practice	-	CB radio, Bluetooth calls, dispatch calls

DOT does not prohibit voice conversation while driving. Hop And Haul calls are legally equivalent to a dispatcher calling a driver on their Bluetooth.

3.2 What Actually Matters

The blocker is not DOT legality. The blocker is risk allocation and control.

Scenario	Responsibility
Driver chooses to chat with buddy	Driver's discretion
Company deploys conversational agent	Company-directed activity

When you design a system, you inherit responsibility for:

Predictability
Repeatability
Foreseeability of distraction

3.3 The Real Risk: Task Pressure

A human phone call has fuzzy boundaries—pauses, interruptions, social pacing. The driver self-regulates.

An LLM agent:

Prompts
Asks follow-ups
Expects responses
Optimizes for completion

The moment the agent asks clarifying questions, enumerates options, confirms details, or re-prompts after silence—it's guiding task execution while driving.

That's where risk appears.

4. The Solution: Radio Mode vs Desk Mode

The agent changes personality by vehicle state.

State	Human Analogy	Agent Role
MOVING	CB radio squawk	Alert + interest signal
STOPPED	Dispatch desk	Clarification + consent
PARKED	Paperwork	Verification + logging

5. Voice-Turn Budget

5.1 Moving State Budget

Constraint	Limit
Agent speaks	Once
Agent words	Max 20 words
Driver response	2 words ("hold" / "no thanks" / "later")
Follow-up turns	Zero
Clarifying questions	Zero
Re-prompts	Zero
Total interaction	< 10 seconds

5.2 Stopped State Budget

Constraint	Limit
Agent turns	Max 3
Agent words per turn	Max 40 words
Clarifying questions	Max 2
Total interaction	< 60 seconds

5.3 Parked State Budget

Constraint	Limit
Agent turns	Unlimited
Clarifying questions	As needed
Multi-step workflow	Allowed
Verification steps	Allowed

6. Voice Scripts by Vehicle State

6.1 MOVING: Radio Squawk Only

Initiation (agent speaks first):

"Hop And Haul. Transport nearby. Say 'hold' or 'pass'."

That's it. Stop talking.

Driver Says	Agent Response	Then
"Hold"	"Queued. Details when stopped."	Silence
"Pass"	"Got it."	Silence
"Later"	"Queued."	Silence
Nothing (5 sec)	Silence	End call
Anything unclear	Silence	End call, queue for stopped

Prohibited while moving:

"Let me explain the pickup options…"
"Would you prefer location A or B?"
"Confirm the detour is acceptable"
"I didn't catch that—can you repeat?"
"Are you sure?"
Any question requiring thought

6.2 STOPPED: Dispatch Desk Mode

Opening:

"Hop And Haul. You held an opportunity. Ready for details?"

Driver Says	Agent Response
"Yes" / "Go ahead"	Proceed to summary
"Not now"	"Queued for later." [End]
"Cancel"	"Removed." [End]

Summary (if driver says yes):

"Company driver needs transport.
Pickup: 2 miles off route.
Drop-off: 20 miles past destination.
Adds about 20 minutes.
You'd still be on time.

Accept or pass?"

Driver Says	Agent Response
"Accept"	"Confirmed. Navigation updates when parked." [End]
"Pass"	"Got it. No problem." [End]
"More info?"	One clarifying answer, then re-ask

Clarifying questions allowed (max 2):

"What's the pickup?" → Give fuzzed location
"How much time?" → Repeat estimate
"Who is it?" → First name + last initial

Then stop. No sales pitch. No persuasion.

6.3 PARKED: Full Workflow

Available interactions:

Complete ride details
Exact pickup address
Navigation preview
Passenger contact info
Accept with confirmation
Route update
Rating submission
Support escalation

Example flow:

Agent: "Ready to confirm the transport?"

Driver: "Yes"

Agent: "Pickup is at [address].
        Passenger is John D.
        Their number is in the app if needed.
        Navigation is updating now.
        Safe travels."

7. Agent Initiation Policy

7.1 Pre-Contact Safety Gate (REQUIRED)

Before ANY voice contact, system must verify via Samsara:

Check	Threshold	If Fails
Speed	<70 mph	Defer contact
Time to next maneuver	>3 min	Defer contact
Time since last maneuver	>1 min	Defer contact
Traffic density	Not "heavy/severe"	Defer contact
Merge zone	Not within 1 mile	Defer contact
Data freshness	Speed <10 sec old	Block contact

See: safety-buffer-parameters.md for full gate logic and company-tunable thresholds.

7.2 When Agent May Initiate (After Gate Pass)

State	Agent Initiates?	Condition
MOVING	Yes, but minimal	Only if pre-contact gate passes
STOPPED	Yes	If driver has pending items
PARKED	Yes	Full access

7.3 When Agent Must Wait for Driver

Scenario	Agent Behavior
Routine offer (any state)	Samsara Message FIRST, voice only on timeout
Routine offer, driver moving	FYI Message via Samsara, no voice
Routine offer, driver STOPPED/PARKED	Offer Message via Samsara, voice on timeout only
Driver declined recently	No initiation for 30 min
Driver in active ride	No new offers until complete

Primary Channel Change

As of January 2026, Samsara Messages API is the primary channel for all routine offers. Voice calls are last resort fallback after message timeout. See Section 2.3.

7.4 Driver-Initiated Always Allowed

If driver calls in:

Agent responds at current state's conversation level
Moving: still limited to radio squawk
Stopped: dispatch desk mode
Parked: full workflow

8. Support Escalation Tiers

Detailed Procedures

For complete escalation procedures, role definitions, on-call configuration, and routing logic, see PLCY-VOI-003 Voice Escalation Procedures.

8.1 Tier Architecture

┌─────────────────────────────────────────────────────────────┐
│  TIER 1: LLM VOICE AGENT                                    │
│  • Ride status • ETA • Cancellation • FAQ                   │
│  Escalation: "speak to person" / safety / unresolved        │
└─────────────────────────┬───────────────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────────────┐
│  TIER 2: CALL CENTER                                        │
│  • Complex issues • Disputes • Technical • Policy           │
│  Escalation: liability / injury / regulatory / legal        │
└─────────────────────────┬───────────────────────────────────┘
                          ↓
┌─────────────────────────────────────────────────────────────┐
│  TIER 3: COMPANY LEADERSHIP                                 │
│  • Serious accidents • DOT contact • Media • Legal          │
└─────────────────────────────────────────────────────────────┘

8.2 Emergency Override

8.2.1 Emergency Definition

Category	Examples	Classification
EMERGENCY	Active accident, driver incapacitation, immediate safety threat	Full agent capability
SAFETY_URGENT	HOS violation imminent, vehicle alert, weather warning	Elevated priority, standard state rules

8.2.2 Emergency Mode Capabilities

For genuine emergencies, company operations takes precedence:

Capability	Emergency Mode
Agent initiation	Regardless of state
Conversation scope	Full (company ops discretion)
Human escalation	Immediate availability
Goal	Driver safety and assistance

8.2.3 Recording Consent in Emergencies

Scenario	Recording	Documented Basis
Emergency, one-party consent state	Enabled	"Emergency assistance - one-party state"
Emergency, all-party consent state	Enabled if verbal consent OR exigent circumstances	Log basis: "verbal consent obtained" or "exigent circumstances - [reason]"
Emergency, driver incapacitated	Enabled	"Driver incapacitated - exigent circumstances"

Critical: Recording basis MUST be logged for each emergency call. This creates the audit trail needed if recording is challenged.

8.2.4 Post-Emergency Documentation

All emergency overrides require within 24 hours:

Incident report filed
Recording basis documented (if applicable)
Outcome documented
Review by Safety Lead

8.2.5 Emergency Mode Audit Trail

Field	Captured
Trigger condition	What initiated emergency mode
Driver state at initiation	MOVING/STOPPED/PARKED
Recording basis	Legal basis logged
Agent turns	Count
Human escalation	Yes/No, to whom
Outcome	Resolution summary

9. Hands-Free Compliance

9.1 Requirements (49 CFR 392.82)

Requirement	Implementation
Device mounted/integrated	Phone in cradle, built-in, or Bluetooth
Single-button answer	No multi-tap, no dialing
No reaching	Within arm's reach, seated position
No holding	Never hold phone during call

9.2 Driver Setup

[ ] Hands-free device configured
[ ] Device mounted or integrated
[ ] Single-button/voice answer verified
[ ] Driver acknowledges policy

State	Consent Required
CA, CT, DE, FL, IL, MD, MA, MI, MT, NV, NH, PA, WA	All-party

Moving state (minimal):

"Hop And Haul. Recorded. Transport nearby. Hold or pass?"

Stopped/Parked (full consent):

"This call is recorded. Permission to continue?"
[Wait for yes/no]

If consent denied → proceed without recording OR route to non-recorded line.

11. Coercion Prevention

11.1 Core Principles (49 CFR 390.6)

Principle	Implementation
No acceptance required	Declining has zero consequences
No pressure	Max 1 notification per offer
Decline is final	No follow-up after "pass"
No metrics	Acceptance rate not tracked

11.2 Prohibited Behaviors

Prohibited	Why
"Are you sure?"	Pressure after decline
Re-prompting silence	Coercion
Explaining benefits	Sales pressure
Calling back after pass	Harassment
Acceptance rate reviews	Indirect pressure

11.3 Prohibited Language (per PLCY-COM-001 Section 4.6)

The automated system shall never use:

Prohibited	Rationale
Urgent or pressuring language ("hurry," "last chance," "you need to decide now")	Creates unsafe pressure
Requests to view a screen or tap a button	Violates hands-free requirement
Complex routing instructions during the decision call	Cognitive distraction
Guilt-based framing for declines	Coercion per 49 CFR 390.6

11.4 Driver Rights (per PLCY-COM-001 Section 7)

Right	Implementation
Right to Decline	Drivers may decline any ride opportunity without explanation or penalty
Right to Pause	Drivers may request temporary removal from automated opportunity calls at any time
Right to Review	Drivers may request a summary of their opportunity history upon request

12. Why This Matters for Audits

If there's an incident, the question won't be:

"Was voice allowed?"

It will be:

"Did the company deploy a system that encouraged cognitive load during driving?"

Your defense:

State-aware behavior
Limited prompts while moving
No task completion until stopped
Driver-controlled engagement
Documented turn budgets

13. Audit Logging

13.1 Voice Interaction Logs

Field	Captured
Call ID	Unique identifier
Vehicle state	MOVING/STOPPED/PARKED
Agent turns	Count
Agent words	Count
Driver response	Captured
Outcome	HELD/ACCEPTED/PASSED/EXPIRED
Consent	GRANTED/DENIED/WAIVED
Recording	YES/NO
Duration	Seconds

13.2 Compliance Queries

Proof moving calls stayed within turn budget
No follow-up questions while moving
No re-prompts after silence
State verification at time of call

14. Document Control

Version	Date	Author	Changes
1.0	[DATE]	[NAME]	Initial release
1.1	[DATE]	[NAME]	Added multi-state consent, hands-free requirements
1.2	[DATE]	[NAME]	Reframed as "radio vs desk" model, added voice-turn budgets, simplified moving scripts to single-sentence squawk
1.3	[DATE]	[NAME]	Added pre-contact safety gate using Samsara data (speed, maneuvers, traffic), linked to safety-buffer-parameters.md
1.4	December 30, 2025	Hop And Haul Team	Added references to PLCY-VOI-002, PLCY-VOI-003, PLCY-ADM-002
1.5	December 30, 2025	Hop And Haul Team	Clarified "Hop And Haul is Dispatch" model, added Section 2 (one-touch Bluetooth headset prerequisite), updated framing to emphasize dispatch coordination, Samsara route updates on acceptance
1.6	January 2, 2026	Hop And Haul Team	Voice as Last Resort: Added Section 2.3 defining voice as fallback after Samsara Message timeout. Updated Section 7.3 to clarify Samsara Messages as primary channel for routine offers. Voice only triggers on timeout when driver still STOPPED/PARKED.
1.7	January 21, 2026	Hop And Haul Team	Aligned with PLCY-COM-001 v3.0: Updated voice fallback script to use standard call script. Added accepted response options (Yes/No/Hold). Added follow-up and timeout logic (soft follow-up at 3-4 min, auto-decline at 5 min). Added prohibited language list (Section 11.3). Added driver rights (Section 11.4).

LLM Voice Agent Integration Policy ​

1. Purpose ​

2. Prerequisite: One-Touch Bluetooth Headset ​

2.1 Acceptable Equipment ​

2.2 Driver Onboarding Checklist ​

2.3 Voice as Last Resort Fallback ​

When Voice Calls Trigger ​

Voice Fallback Decision Flow ​

Voice Fallback Script ​

Exceptions: When Voice Initiates First ​

3. The Real Constraint ​

3.1 What DOT Actually Says ​

3.2 What Actually Matters ​

3.3 The Real Risk: Task Pressure ​

4. The Solution: Radio Mode vs Desk Mode ​

5. Voice-Turn Budget ​

5.1 Moving State Budget ​

5.2 Stopped State Budget ​

5.3 Parked State Budget ​

6. Voice Scripts by Vehicle State ​

6.1 MOVING: Radio Squawk Only ​

6.2 STOPPED: Dispatch Desk Mode ​

6.3 PARKED: Full Workflow ​

7. Agent Initiation Policy ​

7.1 Pre-Contact Safety Gate (REQUIRED) ​

7.2 When Agent May Initiate (After Gate Pass) ​

7.3 When Agent Must Wait for Driver ​

7.4 Driver-Initiated Always Allowed ​

8. Support Escalation Tiers ​

8.1 Tier Architecture ​

8.2 Emergency Override ​

9. Hands-Free Compliance ​

9.1 Requirements (49 CFR 392.82) ​

9.2 Driver Setup ​

10. Call Recording & Consent ​

10.1 All-Party Consent States ​

10.2 Consent Flow ​

11. Coercion Prevention ​

11.1 Core Principles (49 CFR 390.6) ​

11.2 Prohibited Behaviors ​

11.3 Prohibited Language (per PLCY-COM-001 Section 4.6) ​

11.4 Driver Rights (per PLCY-COM-001 Section 7) ​

12. Why This Matters for Audits ​

13. Audit Logging ​

13.1 Voice Interaction Logs ​

13.2 Compliance Queries ​

14. Document Control ​