Almost everything in VoiceERP hangs off the driver record: schedules, rosters, safety alerts, incidents, incentives, chat, and scorecards all reference drivers by their record. This article is the overview — statuses, editing, and the profile page each have their own detailed article.
What a driver record holds
Name and status — a driver is Active, Onboarding, Suspended, Inactive, or Offboarded. Active drivers are scheduled, messaged, and called; Onboarding drivers are hired but haven't started; Suspended drivers are temporarily off the schedule; Inactive drivers are paused and stop receiving schedules and outreach; Offboarded drivers have left the company. A driver's chat conversation follows their status too: Active, Onboarding, and Suspended drivers stay on your main Chat list, while Offboarded drivers, and Inactive drivers with no Suspended decision recorded, move to Chat → Archived with their full history intact. See the Archived Driver Conversations article.
Phone number — the number Viki calls and texts, and the number the driver signs in to the driver app with. Keeping it current matters more than any other field. Each number can only be on one account; see "Phone numbers already on another account" below.
Transporter ID — the driver's unique Amazon identifier, used to match scorecard rows, Netradyne alerts, and other Amazon-sourced data back to the right driver. Each driver's transporter ID must be unique.
How driver data connects to everything else
The driver record is the hub. If Amazon data (scorecards, Netradyne) isn't matching a driver, the transporter ID is usually the first thing to check; if Viki isn't reaching a driver, it's the phone number.
Where you edit a driver
Driver details are edited from Settings → Drivers. The Edit Driver dialog covers name, phone number, language, and a Driver Status dropdown with Active, Inactive, and Onboarding. The Manage status button appears only on Inactive drivers who have not been offboarded, and it records one of two things: Suspended (expected back, with an optional return date) or plain Inactive. It cannot make a driver Active or Onboarding. On companies connected to Cortex, Cortex owns the status, and Offboarded always comes from Cortex's Offboarding page rather than from anything you set. The Driver Profiles page under Human Resources is where you review a driver — their shifts, performance, incidents, and documents — not where you edit their record. The assistant can also propose a phone-number update, which you approve on an approval card before anything changes.
Phone numbers already on another account
A phone number can only sign in as one account, so saving a driver with a number that is already in use is refused and the dialog tells you which kind of account holds it:
"This phone number already belongs to driver [name]" when another driver in your company has it. Update that driver first, then retry.
"This phone number is in use by a driver at another company — contact support to reassign it" when the number belongs to a driver record at a different company.
"This phone number belongs to an admin account — contact support to reassign it" when the number is on a manager or dispatcher login. You cannot move an admin's number onto a driver record yourself; support reassigns it.
"This phone number is held by a stale account — contact support to release it" when the number is attached to an old account that no longer belongs to a live driver or admin.
The reverse direction works on its own: a driver can be given an admin account on the number already on their driver record, and the two roles then share one login. The Users, Roles, and Page Access article covers that side.
How the roster stays in sync with Cortex
On companies connected to Cortex, the driver sync runs on a schedule, roughly every 15 minutes, and brings in new drivers, status changes, and offboardings. There is no button to trigger a sync by hand: changes you make in Cortex show up after the next scheduled run. The Refresh button on Operations → Online Drivers only reloads that page's list; it does not pull from Cortex. The sync never overwrites a phone number that is already on the driver record in VoiceERP, so a number you correct here stays put.