Implementation Questions
These are common questions usually found during implementation.
How do we set up our organization with Clockwork Operate?
Instructions for getting started with Clockwork Operate can be found in this Deployment Guide.
How do I use Clockwork Operate in a shared inbox?
Users are able to use Clockwork Operate in any inbox. However, we only process emails for the user’s personal inbox. If you’d like to set up processing for a shared inbox, please contact us with the email address of the shared inbox.
Common Questions
I don't see Clockwork in my Outlook. How do I find it?
You’ll first want to look for the Outlook add-ins section. This may be in your top ribbon or within the top menu bar of an individual emails. It looks like a square with four squares within it.
Once you’ve found that, look for the Clockwork option. If you don’t see it, please reach out to your Outlook administrator to ensure you’ve been granted access.
Which file types do you match to?
Today we use the details in your email to find matching files of the following type:
S-files (shipment)
B-files (brokerage)
I keep having to reopen Clockwork Operate. Is there a way to keep it from closing?
You can pin the add-in so that it stays open when different emails are selected. Use the pin icon at the top right to make the add-in sticky.
Why can I only see some of the documents saved to a file?
All documents should be visible, including unpublished documents. If an expected file isn't available keep in mind files take between 2-3 minutes to show up in Clockwork when other users upload them to eDocs.
Which carriers do you have a direct tracking link with?
As of Oct. 2, 2025, we support the following carriers for carrier tracking based on carrier prefix: ONE, MSC, CMA CGM, Maersk, Hapag-Lloyd, OOCL, COSCO, Evergreen, ANL, ZIM, Hyundai Merchant Marine (HMM), FedEx, and United Airlines.
I don’t see one of our preferred carriers on the list. How can I get it added?
Feel free to send product feedback and requests about carriers you'd like to see added to your Account Manager. Although we can't add every carrier, we'll do our best to add support for it.
Document Uploading
Why isn't my name showing up on documents as the creator in CargoWise?
By default, CargoWise is configured to always use ~AD as the operator when requests come through the eAdaptor. In order for Clockwork to set the operator reference when creating files on your behalf such as shipment files, CargoWise must be configured to support overriding the ~AD reference. Please reach out to your CargoWise administrator and provide them with the details below to get this set up.
Please read this guide to ensure Staff Reference is set in the Companion.
I don’t see a document type I want, what gives?
By default we support all CargoWise system default document types as well as your custom document types. If you are not seeing a document type you are expecting, please contact us.
Why can't I upload a file larger than 10 MB?
By default, CargoWise limits document uploads to those less than 10 MB. If you have a custom configuration allowing for larger uploads, please reach out to us to have your limits adjusted.
How do I set published permissions when uploading a document?
While you are not able to set a document as published/unpublished within Clockwork, documents uploaded via Clockwork will respect the document publish settings set up in CargoWise for that particular document type.
The document type I selected has a different description than what I see in CargoWise
Documents which allow for custom descriptions may display a previously used description. Not to worry, the document will still be saved as the correct type in CargoWise.