Most write-ups only count if the driver actually acknowledged them. VoiceERP handles that end to end: you submit the incident, the driver gets a text with a link, they sign on their phone, and the signature lands back on the record for you to download. This article follows that path from both sides. (Your company may use its own word for these records — write-up, coaching, counseling — and the app uses that word wherever you see "incident" below.)
Setting up the signature request
The signature settings live on the incident itself, not in a separate step. On the create screen, under the incident details, two checkboxes control what you're asking the driver for: "Employee signature required" and "Allow employee comments." Picking a template pre-fills both, so if a template type always needs a signature, you don't have to remember. You can still override them for this one incident.
Anything you attach in the Documents section can be shown to the driver alongside the document they're signing. Each file has a visibility toggle — the tooltip reads "Visible to driver when signing" or "Hidden from driver when signing" — so you can attach internal evidence and driver-facing paperwork to the same record and only send the second kind out.
Under "Communication Settings" you choose the Method. "Voice coaching and text" means the driver gets a call from Viki about the incident first, and the signature link follows once that call is done. "Text only" skips the call and sends the link straight away. If you'd rather it not go out this second, tick "Schedule for later" and set a send time — the picker is labeled with your company's timezone, so what you set is what the driver's day looks like. Press "Submit Incident" and the request is on its way.
What the driver sees
The driver gets a text message that names the incident, tells them to review and acknowledge it, and includes a link. Tapping the link opens the document in their phone's browser — nothing to install and no login screen to get past, which is why these get signed the same day.
The page shows the incident name, the date, any labels, the detail fields you filled in, and a Documents section with a Download button for each file you marked visible. Below that, if you asked for comments, there's a box for the driver's own note. If you asked for a signature, there's a signature pad they draw on with a finger, plus a Clear button to start over, and the line "By signing above, I acknowledge this incident and consent to the collection of my electronic signature." The button underneath says Acknowledge (or Submit, when you only asked for a comment) and stays disabled until they've actually drawn something. Once they press it, the page confirms the incident has been acknowledged and shows their signature back to them.
On the "Voice coaching and text" path the call comes first. Viki calls the driver, walks through the incident, and only once the driver acknowledges it on the call does the follow-up text with the signature link go out.
Tracking who has signed
The Incidents page opens with three counts for the date range you're viewing: Total incidents, Pending signature, and Signed. The list below shows each incident's status as a chip — Not sent, Awaiting coaching, Pending signature, or Signed. For incidents where you didn't require a signature, those last two read Pending and Completed instead. Filter by Status (or by driver, template, or label) to pull up just the outstanding ones.
Two small icons on each row tell you whether the driver is engaging: a message icon counting messages sent, and an eye icon counting views on the driver page. A pending incident with several sends and zero views usually means the text isn't reaching them — check the phone number on their profile. If a driver has no phone number on file when you submit the incident, nothing can be sent and the app raises a to-do for you to fix the number.
Chasing and closing it out
Press Remind — on the row, or on the incident itself — to send the driver another text. Before the coaching call it's a nudge to call in; after that it's a reminder to acknowledge, with the link again. Hover the button and the tooltip tells you when the last reminder went out, so you're not texting someone twice in an hour. Reminders are always yours to send; the app doesn't keep nagging on its own.
Once signed, the incident page shows the driver's signature image with the date they signed it in your company's timezone, and their comment underneath if they left one. Press Download to save the whole thing as a PDF — details, labels, fields, comment, and the signature (an unsigned record is marked as such), which is the copy to keep in the employee file.
For the incident record itself — creating, cloning, deleting — see the incidents overview, and for template defaults and labels see the incident configuration article.