Incidents are your written record of something that happened with a driver — a write-up, a coaching record, a safety conversation. You'll find them under Human Resources → Incidents. If your company uses a different word for them, that word replaces "incident" everywhere in the app, including the menu.
Creating one
Press "Create incident" at the top of the page. The form opens on two required choices: a Template and a Driver. Only active drivers appear in the driver list.
Choosing a template fills in the rest of the form for you. Under Incident Details you give the record a name and a date, then confirm "Employee signature required" and "Allow employee comments"; both default from the template and you can change either for this one record. Additional fields are the free-text boxes the template defines — the account of what happened normally goes here, and a template can prefill wording you're free to edit. Labels are picked from the options the template allows. (Templates and labels themselves are set up under "Configure templates" at the bottom of the incidents page.)
Communication Settings decides how the driver hears about it. "Voice coaching and text" texts the driver that there is a record to discuss and sets up a coaching call with Viki; if that call hasn't happened by the time the coaching window closes (3 days by default), it is skipped and the document is sent for signature. "Text only" just messages them the document to review and sign, with no call. Viki's texts and her coaching call use the Language set on the driver's record under Settings → Drivers. Tick "Schedule for later" if the first message should go out at a specific date and time; that picker runs in your company's timezone.
Press Submit Incident (the button uses your company's word for incidents). The record is created and the outreach begins at the next allowed time unless you scheduled it; text messages created between 11pm and 8am go out at 8am.
Before you send a test incident
If you're sending a first incident to check that Viki is set up, three things have to be true. The driver must be Active, since only active drivers appear in the Driver list. The driver must have a phone number on their record; without one nothing can be sent, the app raises a to-do asking you to add the number, and the message goes out once you do. And you need to choose a communication method: pick "Voice coaching and text" if you want to see Viki's call, or "Text only" if you just want to see the document reach the driver's phone.
After you submit, watch the status chip. A voice-and-text incident moves from Not sent to Awaiting coaching; a text-only incident moves straight to Pending signature. The driver's text arrives by SMS on the phone number on their record. A text-only incident's message says who reported it and what kind of record it is, and carries the link; a voice-and-text incident's first message asks the driver to call Viki, and the link follows once the call is complete or skipped.
What the statuses mean
The status chip tells you where the record is:
Not sent — created, but nothing has gone out yet.
Awaiting coaching — a "Voice coaching and text" incident whose coaching call hasn't been recorded as complete. Viki records the call after it ends, when she has reviewed the conversation, so a driver who has just finished the call can still show Awaiting coaching for a short while. If the call happened but the chip hasn't moved, or you don't want to wait for the call at all, Skip call and send document on the incident page moves it on.
Pending signature — the document is with the driver and waiting for their signature. Text-only incidents land here immediately; coaching incidents move here once the call is recorded as complete, when you skip the call, or when the coaching window (3 days by default) closes without a call and the call is skipped.
Signed — the driver signed, and left a comment if you allowed one.
Employee inactive — the record is tied to a driver who is no longer active.
When you set "Employee signature required" to No, the chip reads Pending and then Completed instead of Pending signature and Signed, since nobody is being chased for a signature.
Finding things on the list
The list covers a date range — the last 30 days by default — set with the picker at the top right; it filters on the incident date, not the day the record was created. Three cards above the table summarize that range: Total incidents, Pending signature (everything that needs a signature and hasn't got one yet, whatever stage it's at), and Signed.
Below the cards, the search box matches on the incident name and on the text inside the additional fields, so you can search for a plate number or a phrase from the write-up itself. Alongside it are dropdown filters for Driver, Status, Template, and Label, plus "Clear filters". The table shows Driver, the incident name, Date, Scheduled To Send, Labels, and Status, newest first; the two small icons on each row count the messages sent and the times the driver has opened it.
Each row also carries three actions. Clone opens the create form prefilled from that incident — handy for a repeat issue, or the same write-up across several drivers. The bell sends the driver a reminder immediately, and hovering over it tells you when the last one went out. The bin deletes the incident after a confirmation, and that can't be undone.
Every driver's profile also has an incidents tab, if you'd rather come at it from the driver's side.
Opening an incident
Click any row to open the full record: name, driver, status, date, the two Yes/No settings, all the additional fields, labels, attached documents, and the communication method. On a voice-and-text incident, a Coaching call chip also shows whether the call is awaiting, complete, or skipped, and while the call is awaiting, the page offers Skip call and send document to close the window early. If you allowed comments, the driver's comment appears once they've signed. A captured signature is shown as an image with the date it was signed.
Press "Download" to save the record as a PDF — company name, details, labels, additional fields, the employee comment, and a signature block that reads "Unsigned" if the driver hasn't signed. That's the copy for a personnel file. How the driver actually signs is covered in its own article.
Documents and photos
The Documents section holds anything you want attached to the record — photos of damage, a police report, a screenshot, a scanned form. Press "Upload documents" and pick one or several files; documents, spreadsheets, images, audio and video are all accepted. You can attach files while creating the incident, or add them later from the detail page.
Each attachment shows as a chip with an eye icon. That icon controls whether the driver can see the file when they open the document to sign — new uploads start hidden, and clicking the eye toggles between "Visible to driver when signing" and "Hidden from driver when signing". Use it to share the photo you want the driver to acknowledge while keeping internal material to yourself.
Adding, removing, or re-hiding documents are changes you have to save: the Save button at the bottom stays greyed out until you've made one, and document changes are the only edits it saves. The rest of the record is fixed once submitted, so if the details are wrong, clone it, fix them, and delete the original.