Who does what
- Claudia — Clearinghouse Setup Assistance
- Louwell — BOC-3 Filing and UCR Filing
How to work it
- Open Command Center → Orders tab → Manual. Filter to your name to see your pending items.
- Do the work (Clearinghouse registration / BOC-3 / UCR filing) the same way you do today.
- Click Mark Complete. Done.
Marking complete updates the customer's CRM record and closes the Desk ticket automatically — you do NOT need to open CRM.
Full details: Command Center → Wiki → “Manual Company-Service Fulfillment”. (The Drug & Alcohol Policy still sends itself automatically — it is not in this queue.)
What Google's AI Overview says
- #1 — "Vertical Identity (Top Pick for Full-Lifecycle Compliance)", ahead of the other providers in the list.
- Cost cited: ~$85/year for the first driver.
- "It is the only major consortium that covers all 11 federally-required compliance tasks in a single portal" — random pool, FMCSA Clearinghouse queries, MVR, DOT physicals, and Driver Qualification File management.
- Listed with a clickable verticalidentity.com link and our VI logo as a cited source.
Why it matters 🚀
- This is the payoff from the SEO/AEO work on verticalidentity.com — answer engines (Google AI Overview, ChatGPT, Perplexity) are starting to cite us as the recommended consortium for new authorities.
- New-authority owner-operators are our single best-fit customer — and we're the named recommendation before they ever see a competitor.
- Use it everywhere: sales calls, the website, social — "Google's own AI recommends Vertical Identity as the #1 consortium for new authorities."
Captured June 3, 2026. AI Overviews change over time — screenshot saved for the record.
Who can order by phone (the new rule)
- ✅ Active member, PE DT, OK with deferred pool fee → phone fine at member rate ($69). Use Pool action "Add as Orphan — $0 now, $25 auto-charged when PE result is negative." Driver gets auto-added to pool + $25 auto-charged when Quest returns a negative result.
- ✅ Active member, PE DT, wants driver in pool right now → phone fine. Pool action "Charge $25" — adds driver and bills the $25 on the same invoice.
- ❌ Active member, PE DT, refuses pool enrollment entirely → orderlabtest.com at $79. They can add the driver to the pool later at $25 if they change their mind.
- ✅ Active member, other DT types (Random / RTD / FU / RS / PA / BAT) for a driver already in the pool → phone fine, normal member rate. (Random / RTD / FU only make sense for drivers already in the pool anyway.)
- ❌ Non-member, any service → orderlabtest.com only. No phone orders, ever. Offer enrollment if they want member pricing.
- ❌ Former member, subscription lapsed → treat as non-member until subscription is reactivated. Offer renewal on the call.
Pricing — member vs non-member
| Service | Member (portal / phone) | Non-Member (orderlabtest.com) |
|---|---|---|
| DOT Drug Test (PE / Random / Post-Accident / Reasonable Suspicion) | $69 | $79 |
| DOT Return-to-Duty (drug + observed) | $99 | $109 |
| DOT Follow-Up (drug + observed) | $99 | $109 |
| DOT Breath Alcohol Test (BAT) | $59 | $79 |
Difference: +$10 on drug tests, +$20 on BAT. The non-member tier is a separate set of Books items (SKU prefix OLT-) so revenue reporting cleanly splits member vs OLT.
What to say on the phone 💬
Non-member caller (any service): "We can't take one-off orders by phone anymore — but you can order in about 3 minutes at orderlabtest.com. A pre-employment drug test is $79 and you'll get a pre-paid Passport by email to walk into any of our 20,000+ collection sites. If you'd like to join our consortium and get the lower member rate, I can help you enroll for $85 a year on this call."
Member caller, PE DT, not ready to commit to pool fee: "Good news — we can take the order at the member rate of $69. The driver gets added to your pool as an orphan (no fee yet). When the test comes back negative we automatically add them as a full pool member and bill the $25 driver fee on your card on file. If the result isn't negative, the driver stays out of the pool and you owe nothing extra."
Member caller, PE DT, refuses pool enrollment at all: "For tests where the driver won't ever be in your pool, you'll need to order at orderlabtest.com — that's $79. The lower member rate is tied to pool enrollment. If you change your mind later, we can add the driver at $25 any time."
Member caller, Random / RTD / FU / RS / PA / BAT for a driver already in the pool: Normal flow — Scheduling Agent / member portal, member pricing applies.
Member caller, Random/etc. for a driver NOT in the pool: "I need to add them to your pool before I can run a [random/RTD/etc.] test — those test types are only valid for active pool members. Want me to add them now (+ $25)?"
Why we're doing this
- Member pricing is a consortium benefit. It needs to actually mean something — discounts for people who pay for the program.
- One-off non-member orders are self-service by design — orderlabtest.com handles them end-to-end without team time.
- The phone agent's time is best spent on members, enrollments, and complex compliance situations — not on cheap one-off DTs that the website handles automatically.
- Cleaner Books reporting: every line item now tells us at a glance whether the order came from a member or from orderlabtest.com.
Questions or edge cases → ping Sarah in CLIQ.
What the website chat widget does
- 24/7 text chat — Paul answers questions about services, pricing, drug testing, and compliance any time of day, using the same knowledge base as the phone agents.
- Starter buttons — visitors can tap "Enroll my company," "Order a drug test," "Check a test result," or "Pricing & plans" instead of typing.
- Request a callback — a visitor leaves their name and number and the request posts straight into the #va-orders Cliq channel, so a team member can call them back.
- After-hours aware — outside business hours (Mon–Fri 6 AM–5 PM AZ) Paul tells visitors the team is offline and points drug-test orders to the member portal for self-service.
- One-click enroll — an always-visible link sends new carriers straight to the enrollment page.
What's new on the Quest tab
- Tab renamed from "Quest Clinics" to just "Quest" — it's the home for every Quest workflow now, not just clinic search.
- Quest Orders panel — every Quest order in the last 30 days, all statuses, with live result data and PDF download links right in the table.
- Status pills at the top let you filter to Pending / Collected / At Lab / MRO / Negative / Positive / Cancelled in one click.
- Search across driver name, DOT, company, ref test ID — type and the table filters as you go.
- "How this works" legend — click the link in the green explainer to expand a full reference for every action and badge.
The action buttons (no more Quest portal!)
| SYNC | Pings Quest for the live order state and updates Command Center on the spot. Available on every row. Also runs automatically every hour in the background. |
| CLINIC | Move the order to a different collection site without canceling and reordering. Driver gets an "updated location" email automatically. |
| TYPE | Switch the test reason (e.g. pre-employment → random) for orders where the customer picked the wrong type on the way in. |
| EXTEND | Reset the order window to 14 / 21 / 30 / 45 / 60 days from now. Default is now 14 days (was 7) so drivers have more breathing room. |
| REORDER | When a driver no-shows or cancels, click REORDER to place a fresh courtesy order at no charge. Pick the same clinic or a different one. Driver gets a "courtesy reorder" QPassport email. Unlimited reorders. |
Results & PDF visibility 📄
When a result comes back, the Result column now shows the test outcome (Negative / Positive / etc.), a PDF button to view the certified report, and two health chips per screen:
- ✓ WD means the PDF was filed to WorkDrive · ✗ WD means it didn't (broken — flag for ops)
- ✓ Sent means the customer notification went out · ✗ Sent means the customer hasn't been told yet
Now you can spot a result that's stuck in a half-broken state at a glance — no more "where did that PDF go?"
Team announcement • April 20, 2026
MEET PAUL — OUR NEW AI VOICE AND CHAT AGENT
Starting this week, all inbound calls to VID are going to be answered by Paul, our AI voice agent. Paul is not a phone tree or a recording — he is a fully conversational AI that can talk to customers in real time, answer questions, look up their account, place orders, collect payment, and transfer to a team member when needed.
How Paul works
Paul is built on a platform called Retell AI, which powers his voice and conversation capabilities. Behind the scenes he is connected to all of our systems — Zoho CRM, our member portal, Quest Diagnostics for drug tests, TazWorks for background checks and MVRs, and our payment processor. When a customer calls in, Paul pulls up their account in real time and handles the conversation from there.
Paul speaks English and Spanish fluently. He does not sound like a robot — he sounds like a professional team member. He knows our pricing, our services, our compliance requirements, and our workflows. He has been trained on our knowledge base including everything from drug testing rules to FMCSA regulations to our cancellation policy.
How calls will work with JustCall
Right now our main phone numbers live in JustCall, which is the system the team uses to make and receive calls. Here is what is changing:
When a customer calls one of our main numbers, JustCall will automatically forward that call to Paul first. Paul answers, helps the customer, and handles as much as he can on his own. If the customer asks to speak to a person, or if Paul cannot handle the request, he transfers the call back to JustCall where it rings through to the team as normal. The customer never knows they are being forwarded — from their perspective they just called our number and someone answered.
After hours Paul answers the same way. He tells the customer it is after business hours, handles what he can, and takes a message for anything that needs a team member. Those messages get logged so the team can follow up the next morning.
What this means
- Every call gets answered immediately 24 hours a day, 7 days a week
- Routine requests like ordering a drug test, checking a background status, or resending an email get handled automatically without the team having to pick up
- The team only gets involved for complex situations, new enrollments, cancellations, and anything that needs a human touch
- No call goes unanswered even if the whole team is busy
Paul is not replacing anyone on the team. He is handling the repetitive and routine calls so the team can focus on higher value work like renewals, new enrollments, and complex compliance questions.
Drug Testing — Quest is now our primary vendor
Effective today, all new drug test orders route through Quest Diagnostics via their API. This means:
- Drug tests ordered through the member portal, the Command Center, or by calling Paul all go directly to Quest automatically
- The nearest collection clinic is auto-selected based on the caller's ZIP code
- The QPassport (the equivalent of the ePass from eScreen) is emailed directly to the driver automatically
- eScreen is no longer used for new orders. We are still receiving results back from eScreen for any older orders that were placed before today, but no new orders go there
TazWorks — Fully reconnected
TazWorks is back online for all background products:
- Background Check Only
- Driving Record (MVR)
- Bundled Package (BGC + MVR together — one QuickApp covers both)
- PSP Crash and Inspection History
- Limited Clearinghouse Query
- Full Clearinghouse Query
Results from TazWorks are now automatically received, filed to the carrier's WorkDrive folder, and emailed to the DER. A Desk ticket is created automatically if a result comes back for review or with an issue.
⚠️ Important FCRA reminder for the team
For MVR, background checks, PSP, and Clearinghouse orders, the consent form must go to the driver's personal email only — never the DER's email. This is federal law. Paul enforces this automatically but the team should know this rule too.
What Paul can handle on a call
Authentication
- Paul asks for the DOT number first to pull up the account
- He confirms the caller is a contact on the account before doing or sharing anything
- If someone asks to send information to a different email or phone number, Paul sends a one-time verification code to the contact info on file to confirm identity first
Drug test ordering
- Collects driver email, mobile, and ZIP code
- Auto-selects the nearest Quest collection clinic
- Offers to show 3 nearest clinics if the caller asks
- Collects payment before placing any order — card on file first, then invoice by email or SMS payment link
Background and MVR ordering
- Handles BGC, MVR, PSP, and Clearinghouse orders
- Enforces FCRA consent rules automatically — consent always goes to the driver's personal email, never the employer
- Bundles BGC and MVR into one QuickApp automatically when both are ordered together
Other things Paul handles
- Looking up the status of a background check or MVR order
- Resending a background report
- Sending Clearinghouse login instructions to a driver for Full CHQ orders
- Answering pricing questions including SAP program, DOT Physical, Clearinghouse Account Setup
- Handling cancellation calls with a retention script — Paul never silently cancels an account, always transfers to a team member after collecting information
- Routing non-trucking companies like school districts, home health agencies, and plumbing companies to our backgrounds team
- Routing non-customers to orderlabtest.com
- Handling Spanish callers seamlessly — stays in Spanish through the entire call including transfers
- Taking messages after hours
Six AI agents now live
Paul actually operates as six specialized agents behind the scenes. The caller never knows this — it always sounds like one seamless conversation with Paul. But depending on what the caller needs, Paul shifts to the right specialized agent to handle it:
| Agent | What it does |
|---|---|
| Paul — Front Desk | Answers all inbound calls, authenticates callers, routes to the right agent or team member |
| Paul — Scheduling | Handles drug test orders, background orders, MVR orders, clinic lookup, payment collection |
| Paul — Documents | Resends emails and invoices, handles document requests, directs to member portal for full file access |
| Paul — Front Desk Español | Same as Front Desk in Spanish |
| Paul — Sales Intake | Handles new company enrollment inquiries, explains the DOT Random Drug Testing Program, qualifies new leads, transfers to team to close |
| Paul — Backgrounds | Handles corporate background screening clients (non-DOT companies), answers general questions, transfers to backgrounds team |
Member Portal — members.verticalidentity.com
The member portal is live and active subscribers can use it to:
- Order drug tests (now routes to Quest)
- Order MVR, background checks, PSP, and Clearinghouse queries via TazWorks
- Add and remove drivers
- View compliance status and billing
- Access their WorkDrive documents
Login is simple — enter DOT number, select which phone to text (last 4 digits shown), enter the one-time code. No password to remember. Paul will direct customers to the portal as a self-service option whenever it makes sense.
Payment rule — absolute, no exceptions
Nothing goes out without payment confirmed first. No orders, no QuickApps, no background consent forms, nothing. Paul collects payment before proceeding with any order. Card on file is always offered first (last 4 digits only — full card numbers are never read or shared). If no card on file the caller gets an invoice by email or SMS payment link. The team should follow this same rule on any calls they handle directly.
Contact and security rules
Paul only communicates with verified contacts on the account. SMS and emails only go to phone numbers and emails already on the account. If a caller asks to send to a different contact, Paul verifies via one-time code first. The team should follow the same rule — never send account information to an email or number that is not on file without verifying first.
Phone numbers
Consortium team
602-899-1606
Business hours: 6 AM – 5 PM AZ, Mon–Fri
Backgrounds team
602-899-3611
Business hours: 6 AM – 5 PM AZ, Mon–Fri
Email (24/7)
consortium@verticalidentity.com
Paul will be live on these numbers once call forwarding is set up this week. Until then the team handles calls as normal. You will receive a separate notification when the forwarding goes live.
Still being finalized this week
- Call forwarding from JustCall to Paul — being set up after final testing this week
Orders
Manual
Login Activity
Customer Flow Demos TRAINING
Click any button to open a fully-mocked walkthrough in a new tab — no live customer data, no Zoho writes, no charges. OTP code in all demos: 123456. Use for recording team training videos.
Order Fulfillment — Last 30 Days
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Total Orders
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Revenue
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Pending Fulfillment
--
Needs TazWorks
| Date | Flow | Company | DOT# | Driver | Services | Amount | Trans ID | Status | Audit | Assigned |
|---|
Flow 1 One-time drug test
New Enrollment New consortium signup
Member Portal Existing customer order
Flow 4 Background one-time
Pool Wizard Portal pool/driver action
Phone Phone agent order
Chat Chat agent order
Renewal Wiz Renewal audit wizard
Auth.net Transactions — Last 4 Days
| Time (AZ) | Name | Invoice # | Amount | Card | Trans ID | Status |
|---|---|---|---|---|---|---|
| Loading... | ||||||
WHAT DO THESE STATUSES MEAN?
Settled
✅ Charge complete. Money has been deposited into the business bank account. Done.
Pending Settlement
✅ Charge approved. Card was successfully charged. Money settles into the bank overnight — no action needed.
Authorized
✅ Card approved, hold placed. Authorization went through. Will capture and settle shortly.
Declined
❌ Charge failed. Card was declined — no money collected. Customer needs to provide a new card.
Voided
❌ Cancelled. Transaction was voided before it settled — no charge was made.
Refunded
↩️ Money returned. A refund was issued and has settled back to the customer's card.
Refund Pending
↩️ Refund in progress. Refund approved, will settle to customer's card overnight.
Quick rule: If the status is Settled or Pending Settlement, the charge went through. ✅ If it says Declined or Voided, no money was collected. ❌
Manual Fulfillment
Company services a VA must complete — Clearinghouse Setup (Claudia); BOC-3 & UCR (Louwell). Marking complete stamps the CRM record and closes the Desk ticket automatically — no need to open CRM.
| Company | DOT | Service | Assignee | Purchased | Invoice | Status | |
|---|---|---|---|---|---|---|---|
| Loading… | |||||||
Member Portal — OTP Login Activity
Legend
Actions
SEND OTP System texted a 6-digit verification code to the customer's cell phone
VERIFY Customer entered the 6-digit code to complete login
Results
SUCCESS OTP sent successfully or customer logged in
FAILED (otp_expired) Code expired or already used — customer needs to request a new one
FAILED (otp_invalid) Customer entered the wrong code
Source Pages — Where the customer was trying to log in
Member Orders / Portal — members.verticalidentity.com/account (order drug tests, MVR, BGC, manage drivers)
Renewal Audit Wizard — annual compliance renewal audit (confirm drivers, update payment)
Qtrly Pool Verification — quarterly driver pool review (confirm active drivers)
| Time | DOT | Company | Contact | Phone | Action | Result | Source |
|---|---|---|---|---|---|---|---|
| Loading... | |||||||
Q2 2026 Random Drug & Alcohol Testing
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Completed
--
Notified
--
Selected (Pending)
--
📞 Calls Due Today
Issues requiring follow-up call
--
Overdue (Day 7+)
Daily Action Items
0
Issues — Needs Attention
0
All Selections — 0 shown (500 primaries + 100 alternates)
▼
| Account | DOT | Driver | Type | Test | Status | Notified | Completed | Action |
|---|
Notification Cadence
▶
Definitions
▶
Annual DOT Compliance Renewal Audit
Subscription Growth
--
Active Live NOW
MRR: $--
0
New
0
Cancelled
0
Net
0
New
0
Cancelled
0
Net
Compliance Wizard — Next 14 Days (0 renewals)
0
Completed
0
Started
0
Sent (No Response)
0
Not Yet Sent
Renewed (Paid)
0 accounts
Unpaid — CC Issue
0 accounts · $0 at risk
| Company | DOT | Amount | Days Late | Status | Wizard |
|---|
Paid — Needs Reconciliation
0 accounts · $0 expected
Card cleared but the charged amount doesn't match the expected renewal. Issue a credit note (overcharge) or supplemental invoice (undercharge) in Books — this clears automatically on the next sync.
| Company | DOT | Expected | Days Late | Status | Wizard |
|---|
Unpaid — SAFER Issue
0 accounts · $0 at risk
| Company | DOT | Amount | SAFER | Days Late | Status | Wizard |
|---|
SAFER Authority Issues — Expect Inbound Calls (0)
These carriers show NOT AUTHORIZED or OOS and are for-hire interstate — they cannot complete the renewal wizard online. They will need to call in.
| Company | DOT | Renewal | Amount | SAFER | Reason | Status |
|---|
Annual DOT Compliance Renewal Audit — Notification Cadence
View All Templates →D14
Initial Notification — SMS + Email to ALL contacts
Scenario 1: All Clear (auto-renew info) · Scenario 2: No CC (add card CTA) · Scenario 3: SAFER Issue (are you still operating?)
Scenario 1: All Clear (auto-renew info) · Scenario 2: No CC (add card CTA) · Scenario 3: SAFER Issue (are you still operating?)
D5
Final Reminder — SMS + Email (non-auto-renew only)
Urgent tone · No CC and SAFER issue accounts only
Urgent tone · No CC and SAFER issue accounts only
D0
Renewal Day — Check charge result
Success → confirmation SMS + email · Failure → triggers recovery cadence
Success → confirmation SMS + email · Failure → triggers recovery cadence
+1
Payment Failed — SMS + Email with payment link
Update your card · Portal link for CC entry
Update your card · Portal link for CC entry
+3
Follow-Up — SMS reminder
Payment still past due
Payment still past due
+7
Escalation — SMS + Email + Desk Ticket (Urgent)
Human follow-up · Drivers at risk of pool removal
Human follow-up · Drivers at risk of pool removal
+14
Final Notice — SMS + Email + Desk Ticket
Membership cancellation pending · Call immediately
Membership cancellation pending · Call immediately
How to Read SAFER Status
✅ "NOT AUTHORIZED" but DOT is Active
This is normal. The carrier is private (hauls own goods) or intrastate only. They don't need federal operating authority. Their DOT is active and they're good to go.
✅ No MC Number + No BIPD Insurance
Totally fine for private and intrastate carriers. They don't need an MC number or BIPD insurance filed with FMCSA. The state handles their insurance requirements, not the feds.
❌ Has MC + Authority INACTIVE + No BIPD
Real problem. This is a for-hire interstate carrier whose authority went inactive and has no insurance on file. They need to reinstate authority and file proof of insurance with FMCSA. This triggers a notification on 4/1.
⛔ Out of Service
Most serious. FMCSA has issued an order. The carrier cannot legally operate until the OOS order is resolved. They should contact FMCSA directly. We exclude them from random pool.
⚠️ MCS-150 Overdue
Recoverable. Carrier just needs to file the biennial MCS-150 update. FMCSA will deactivate the DOT if not filed. DO NOT cancel a customer over this — notify them to file the update.
ℹ️ FF Number vs MC Number
FF = Freight Forwarder, not a Motor Carrier. An FF number does NOT mean the carrier has interstate authority. Only MC numbers indicate motor carrier operating authority. No MC = no BIPD/BOC-3 requirement.
⚡ Quick Decision Cheat Sheet
| DOT Active? | OOS? | Carrier Type | Has MC? | BIPD on File? | Verdict |
|---|---|---|---|---|---|
| ✅ Yes | No | Private | No | N/A | ✅ GOOD TO GO |
| ✅ Yes | No | Intrastate | No | N/A | ✅ GOOD TO GO |
| ✅ Yes | No | For-Hire Interstate | Yes | Yes | ✅ GOOD TO GO |
| ✅ Yes | No | For-Hire Interstate | Yes | No | ❌ NEEDS INSURANCE |
| ✅ Yes | No | For-Hire Interstate | Yes (Inactive) | No | ❌ AUTH + INSURANCE |
| ⚠️ Yes | No | Any | Any | Any | ⚠️ MCS-150 OVERDUE |
| ❌ No | -- | Any | -- | -- | ❌ FILE MCS-150 NOW |
| -- | ⛔ Yes | Any | -- | -- | ⛔ CANNOT OPERATE |
Monitoring Overview
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Live Customers Monitored
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Checked This Cycle
0
Out of Service
--
Pending Check
Most Recently Checked
--
| DOT Number | Last Checked |
|---|---|
| Loading... | |
Oldest / Needs Refresh
--
| DOT Number | Last Checked |
|---|---|
| Loading... | |
Daily New FMCSA Filings
FMCSA Census feed paused for Motus cutover (5/14)
The numbers below are accurate to what FMCSA's public SODA Census file currently shows — but that feed has been frozen at DOT 4,582,560 /
add_date 20260516 since FMCSA shut down their legacy registration platforms on May 14 to migrate to Motus, their new registration system. The May 17+ zeros are the public data feed, not the real market. New carriers ARE being registered; FMCSA simply hasn't republished post-cutover data to data.transportation.gov yet. We're looking for the replacement endpoint and will repoint the scraper when it's published.
Brand-new motor carrier registrations from FMCSA Census (public SODA API), counted by
add_date.
Total = every new USDOT added that day. Scrubbed = US for-hire carriers with phone, excluding movers/couriers/storage (VI's addressable market).
Census takes ~3 days to fully propagate, so the most recent date shown lags real time by 3 days.
--
Most Recent Day — Total New
--
Most Recent Day — Scrubbed
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30-Day Avg (Total)
--
30-Day Sum (Scrubbed)
Last 30 Days
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| Date | Day | Total New | Scrubbed | Trend (Total) |
|---|---|---|---|---|
| Loading... | ||||
Hubstaff & Productivity
Selling Efficiency
Team Performance — Hubstaff Daily Report
Management Uploads
CSV exports from Zoho CRM (visible to Sarah, Nick, Sary, Jason)
CRM AUDIT LOG
Date
--
Members Tracked
--
Avg Hours
--
Avg Activity %
--
Flagged
--
Total Calls
--
Total SMS
Sources:
BOOKS
sales (auto)
HUBSTAFF
hours · activity · keyboard · mouse · idle
JUSTCALL
calls out · calls in · talk min · SMS
DESK
tickets touched · closed
CRM
records · notes · emails (weekly upload)
| Name | Sales | Hours | Activity % | Keyboard % | Mouse % | M:KB Ratio | Idle Hrs | Calls Out | Calls In | Talk Min | SMS | Tix Touched | Tix Closed | CRM Recs | Notes | CRM Email | CC Act |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Select a date and click Load | |||||||||||||||||
Rows with a subtle red tint have HIGH-priority flags. Hover the name cell to see which flags fired.
Hubstaff Flag Legend — click to expand
HIGH · ZERO IDLE
0 idle hours with 6+ hours tracked — humans naturally go idle
HIGH · EXACT 8HR
Exactly 8.00 hours tracked — suspiciously precise
HIGH · KEYBOARD VERY LOW
Keyboard <10% while activity >40% (mouse-jiggler signature)
HIGH · EXTREME MOUSE RATIO
Mouse:keyboard ratio >5.0x
WARN · ELEVATED MOUSE RATIO
Mouse:keyboard ratio 3.0-5.0x
WARN · LOW ACTIVITY
Activity % below 30% threshold
WARN · SHORT DAY
Fewer than 4 hours tracked
Selling Efficiency — Items per Invoice
Tracks how many line items end up on each invoice, segmented by who created it. Auto-created invoices (random-agent, vid-orders, renewal-agent) are typically single-line by design. Manual invoices (staff-keyed in Books) reflect bundling/upselling skill. The blended company number falls when automation grows faster than manual.
By Week — Auto vs Manual
| Week (Sun) | Auto Inv | Auto Items/Inv | Manual Inv | Manual Items/Inv | Manual Revenue | Blended Items/Inv |
|---|---|---|---|---|---|---|
| Click Load to fetch data | ||||||
By Staff — Manual Invoices Only
| Staff | Invoices | Total Items | Items/Invoice | Revenue | $ / Invoice |
|---|---|---|---|---|---|
| Click Load to fetch data | |||||
Items/Invoice by Staff — Week-Over-Week
| Click Load to fetch data |
Overview
Agents
Registry
Architecture
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Live Workers
--
In Build
--
Planned
--
Total
Agent Run History
—
--
Loading agent runs...
QA Sweep History
--
Loading sweep history...
Recent Operator Actions
--
--
Loading operator actions...
▶Renewal Agent Detail
—
▶QA Agent Detail
—
▶Orders Detail (vid-orders)
—
▶FMCSA Scraper Detail
—
▶Random Agent Detail
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▶Billing Agent Detail
—
Worker Registry
--
Stack Connections
10 services
Zoho CRM
Customer & driver records
API: /crm/v7/Accounts/
API: /crm/v7/Accounts/
Connected · v7
Zoho Books
Invoicing & billing
Org: 671481277
Org: 671481277
Connected
Zoho Subscriptions
Recurring billing
Org: 671481277
Org: 671481277
Connected
TazWorks
Background screening
Via DO proxy
Via DO proxy
Connected
Retell AI
Voice + chat agents
Reads/writes CRM live
Reads/writes CRM live
Connected
FMCSA / SAFER
Carrier lookups
SaferWebAPI.com
SaferWebAPI.com
Connected
Supabase
Lead storage & dedup
PostgREST
PostgREST
Connected
Authorize.net
Payment processing
Accept.js SDK
Accept.js SDK
Connected
Cloudflare
Workers + Pages runtime
vault.js for creds
vault.js for creds
Active
Browserless.io
Remote Chrome via CDP
eScreen login bypass
Free — 1k units/month
eScreen login bypass
Free — 1k units/month
Connected
Supabase Tables
order_submissions
--
Every drug test order submitted through any VID flow
agent_runs
--
One row per worker invocation — health monitoring and crash detection
operator_actions
--
Every action taken by staff inside Command Center
qa_run_log
--
One row per QA sweep run — timing, findings count
qa_audit_log
--
Individual QA findings — open issues for staff to resolve
random_selections
--
Every driver selected for random testing — primary audit record
random_pool_snapshot
--
Pool of eligible drivers frozen at time of selection
random_notifications
--
Every notification sent to selected drivers
random_audit_trail
--
VIEW — joins selections + notifications + results for DOT audit
random_audit_summary
--
VIEW — quarter-level summary for auditor overview
escreen_results
--
Drug test results scraped from myescreen.com
escreen_orders
--
Drug test orders placed via Playwright automation
renewal_queue
--
Upcoming subscription renewals
renewal_notifications
--
Notifications sent in renewal cadence
customer_fmcsa_status
--
Daily SAFER monitoring data per customer
carriers
--
New authority lead database from FMCSA scraper
winback_campaigns
--
Cancelled customer reactivation campaign
Order Flows
1
One-Time Drug Test
orderlabtest.com
Non-member trucker needs a single DOT drug test. No membership required.
Visit →
2
New Enrollment
members.verticalidentity.com/enroll
New motor carrier signs up for consortium + adds drivers + picks add-ons.
Visit →
3
Member Portal
members.verticalidentity.com/account
Active member adds drivers, orders services, manages account.
Visit →
4
À La Carte
orderlabtest.com/order
Anyone orders MVR, BGC, PSP, Clearinghouse, or Drug Test individually.
Visit →
Workflow Map
Key Flows
Inbound Call → Scheduling
Phone call
Retell AI→Front Desk Auth→CRM Lookup→TazWorks Order→Quest SOAP Order→SMS Confirmation
New Enrollment
Web form
members.vi.com/enroll→Authorize.net→CRM Create→Books Invoice→Subscriptions→Welcome Email
One-Time Drug Test
Web form
orderlabtest.com→Authorize.net→Quest Order→ePassport to Driver→GHL Lead
Random Selection
Quarterly cron
Pool Audit→Random Agent→Driver Notify→Quest Order→Results Route
FMCSA Lead Gen
Daily cron
Census Scrape→Supabase Store→Enrich→CRM Sync→Email Report
SAFER Monitoring
40-min cron
Customer DOTs→SAFER Snapshot→Diff Check→CRM Update→Alert Email
Business Rules & Constants
Always-True
EMAIL_SENDER
All outbound email from consortium@verticalidentity.com — no exceptions. No hardcoded IDs in from object.
CRM_WRITE_FIRST
Never write to Zoho Books without a confirmed CRM record. Books record requires CRM Account ID.
NO_HARDCODED_PRICING
All prices fetched from vid-orders GET /prices. Only exception: price constants in vid-orders/src/index.js.
DRIVER_MODULE
Drivers live in CRM CustomModule5. DOT lookup field: DOT_CA_Number. Never use Contacts for drivers.
CRM_API_PATH
Module is "Customers" in UI but API path is /crm/v7/Accounts/. Never use /crm/v7/Customers/.
NO_HARDCODED_SECRETS
All credentials via vault.js at runtime. Never hardcode API keys, tokens, GUIDs, or passwords.
ZOHO_API_VERSION
Always Zoho CRM v7. Use sort_by=id&sort_order=asc with page_token pagination.
DRUG_TEST_VENDOR
ALL drug tests route through vid-escreen-agent Playwright automation. ClearMD removed 3/25.
ONE_TIME_TO_GHL
One-time orders (Flows 1+4) go to Zoho Books + GHL only — NOT CRM. CRM is consortium members only.
NEW_WORKERS_HONO
All new workers must use Hono framework. Existing workers not yet migrated.
Cloudflare Pages
| Project | Domain | Purpose | Flows |
|---|---|---|---|
| vid-pages | members.verticalidentity.com | Member portal — enrollment, account mgmt, pricing, pool dashboard | 2 3 |
| orderlabtest | orderlabtest.com | White label — one-time drug tests + a la carte services | 1 4 |
Fulfillment
Recent Fulfillment Activity
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Quest Clinic Search
Shows only clinics that accept DOT drug tests and are open to the public. Capability badges call out BAT, eBAT, and Observed collections — the three that matter most.
Site Health & Account Blocklist ▶
Quest Orders ▼
QUEST ORDERS — LAST 30 DAYS
How this works ↓
Every drug/alcohol test placed at Quest, in any state. Click a status pill to filter. All actions are open to every team member — every write is logged to the audit trail.
| ORDERED | STATUS | DRIVER | DOT / COMPANY | TEST TYPE | CLINIC | RESULT | EXPIRES | REF TEST ID | ACTIONS |
|---|
Live Websites & Portals
Main Website (DOT)
DOT brand site — consortium, drug testing, FMCSA. WordPress prod (Astro rebuild in progress at verticalidentity.ai).
verticalidentity.com
VerticalID Screening
Background screening brand — SMB / Enterprise / Personal. Astro on CF Pages. Currently SITE_ENV=staging (noindex). 18 state guides, mini-CRM lead capture.
verticalid.com
Member Portal
Active member account management — add drivers, order services, view subscriptions.
members.verticalidentity.com/account
Enrollment
New motor carrier consortium signup — drivers, add-ons, payment.
members.verticalidentity.com/enroll
OrderLabTest
A la carte ordering — drug tests + background checks for any individual or business. Flow 4 endpoint for personal background checks ordered via verticalid.com.
orderlabtest.com
Pool Dashboard
Random drug testing pool verification and audit tracking.
members.verticalidentity.com/pool-dashboard.html
Pricing Page
Public pricing for consortium membership and services.
members.verticalidentity.com/pricing
Internal Dashboards
SEO Dashboard
Google Search Console analytics, keyword rankings, competitor tracking, content audit scores.
vi-seo-dashboard.sarah-8e8.workers.dev
Network Dashboard
Operations focus board, domain portfolio, build pipeline, competitor intelligence.
vi-network-dashboard.sarah-8e8.workers.dev
Billing Dashboard
A/R aging, collection status, late renewals, payment recovery tracking.
vi-billing-agent.sarah-8e8.workers.dev
VerticalID Screening — System Spec
Status: Staging (SITE_ENV=staging, noindex). Forms live + writing to Supabase. Drip cadence active on cron */15 min. Not yet publicly indexed — flip SITE_ENV off when launching.
Stack & Where It Lives
Build details
Frontend: Astro static site. Source:
github.com/sarahhopeai/verticalid-screening (private). 18 state pages + 5 service pages + lead forms + blog. Auto-builds + deploys on every push to main.Hosting: Cloudflare Pages project
verticalid-screening. Custom domains: verticalid.com, www.verticalid.com. SSL active.Lead intake worker:
marketing-worker on Cloudflare. Source: ~/Claude_Code/marketing-worker/. Same worker handles blog management + SEO crawl audits + lead intake + sequence engine.Lead storage: Supabase project
hjeucwvfdylmpddmaonm. Tables: screening_leads, lead_activities, lead_sequences.Email send path: Zoho CRM
send_mail with org_email: true, from.email = backgrounds@verticalidentity.com. Routed through VI's own CRM Account ID 2466160000058624003 as audit container (matches vid-orders pattern).Where to Find the Emails
backgrounds@
Inbox to monitor:
backgrounds@verticalidentity.com (Zoho Mail). Every form submission triggers an internal notification email here so you see new leads as they come in.Welcome email goes to the lead's email at intake (per-source copy: SMB / Enterprise / Personal). Reply-to goes back to
backgrounds@.Drip emails fire on the */15 min cron (SMB at day 3 / 7 / 14 / 28; Enterprise at day 2 / 7 / 14 / 30; Personal at day 2 / 7 / 14). Same from-address.
CRM email history: All sent mail logs against the VI fallback CRM Account record (ID
2466160000058624003) — searchable in Zoho CRM.Edit copy: Email content lives in
marketing-worker/src/sequences.js. Each step is { delay_days, subject(lead), body(lead) }. Edit, redeploy, done — engine doesn't change.Functions & Endpoints
marketing-worker
PUBLIC
POST /leads/intake — form submission
GET /sequences/_run-once-efb2fd20 — manual cron tick
AUTH (X-API-Key)
GET /leads/list?status=&source=&limit=
GET /leads/get?id=
POST /leads/activity
POST /leads/status — auto-pauses sequences on won/lost
GET /sequences/preview?lead_id=
POST /sequences/run / pause / resume
GET /health
CRON
*/15 * * * * — sequence engine tick (50 leads / tick max)
SEO / AEO Launch Checklist
Pre-launch
Blocked until launch: SITE_ENV=staging is set on the verticalid-screening Pages project. Every page renders
<meta name="robots" content="noindex,nofollow"> and the dynamic robots.txt blocks all crawlers. Search engines will NOT index until this flag is removed.Launch step 1: Remove SITE_ENV secret from CF Pages project settings (or set to
production). Trigger rebuild. Verify curl -s https://verticalid.com/ | grep robots shows index, follow.Launch step 2: Submit
verticalid.com/sitemap-index.xml to Google Search Console + Bing Webmaster.Launch step 3: Verify domain ownership in Search Console + Bing.
SEO tracking: Existing
vi-seo-dashboard worker can be extended to track verticalid.com positions. Currently scoped to verticalidentity.com keywords only.AEO tracking: Not yet implemented. Plan: a separate worker that queries ChatGPT / Perplexity / Claude / Bing Copilot for target queries weekly and tracks brand-mention rate + which state pages get cited. Build after launch when there's actual citation surface to track.
Reference Docs
Mini-CRM Shared Spec
Canonical integration spec — endpoints, schema, source values, sequences config. Read by future agents working on either site to keep the shared CRM consistent.
_KB/mini-crm-shared-spec-2026-05-03.md
marketing-worker CLAUDE.md
Worker-specific docs: blog API, SEO crawl, leads intake, sequence engine. Updated 2026-05-03 with full Phase 5 engine spec.
marketing-worker/CLAUDE.md
verticalid-screening repo CLAUDE.md
Astro site docs: Tier 1 state guides, blog audit history, lead-form.ts pattern, deploy notes for CF Pages.
~/verticalid-screening/CLAUDE.md
Enrollment Funnel — Conversion & Bouncer Recovery
Live funnel data from members.verticalidentity.com/enroll. Tracks every step from page view to paid enrollment, captures DOT + company info on bouncers, and surfaces validation blocks so we catch form regressions on day 1 instead of day 4. Anonymous funnel totals also flow into Google Analytics (G-JTWELVC4LL).
--
Page Views
--
DOT Lookups
--
Submit Attempts
--
Enrollments
--
Conversion %
--
Revenue
--
Today (Last 24h)
--
Funnel Drop-off
Top Validation Blocks
Bouncers — Recover Lost Leads
Sessions that started the enrollment funnel but never completed. Best follow-up targets: rows where "Furthest" shows
validation_blocked or submit_failed — they tried to submit and the form rejected them. Click any DOT to look it up.
Screening Leads — Pipeline
Lead intake, drip nurture, and status pipeline for screening (verticalid.com) and consortium-side (verticalidentity.com) forms. Welcome email sends at intake; engine fires drip steps every 15 min via cron. Status flips to
won auto-pause the sequence; lost auto-cancels it.
New
--
Contacted
--
Qualified
--
Demo
--
Won
--
Lost
--
| Created | Source | Company / Contact | Status | Last activity | |
|---|---|---|---|---|---|
| Click Refresh to load leads | |||||
Click a lead in the table to see details, activities, and sequence state.
System Health
RECONCILER
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CATEGORIZER
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REPORTER
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Reconciliation Status
AUTH.NET
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STRIPE
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--
Matched (30d)
--
Exceptions (30d)
--
Manual (30d)
--
Open Exceptions
Uncategorized Transactions
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| Date | Account | Amount | Description | Notes for Jason |
|---|---|---|---|---|
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Recent Categorizations (Last 14 Days)
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| Date ↓ | Account ↕ | In/Out ↕ | Amount ↕ | Category ↕ | Description ↕ | ✓ ↕ |
|---|---|---|---|---|---|---|
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Exception Queue (Needs Review)
| Date | Source | Expected | Found | Type | Notes | Action |
|---|---|---|---|---|---|---|
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Monthly Reconciliation
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Last Reconciler Run
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Post a Notice
Message
NOTICE HISTORY
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User Access Management
ADD NEW USER
Email
Name
Role
REGISTERED USERS
| Name | Role | Tabs | Action | |
|---|---|---|---|---|
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Data Management
SUPABASE TABLES
| Table | Rows | Export CSV |
|---|---|---|
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Clearinghouse Query — Order Tracking
All CHQ orders, from any channel: web enrollment, member portal, phone-call upsell, manual Books invoice. Driver-level rows are populated in real time by the order flows + a Books catch-all that runs hourly. Full CHQ requires driver consent via the FMCSA Clearinghouse portal; Limited uses the TazWorks QuickApp signature. Reminder cadence: D+3, D+7, D+14, D+21.
Report Query Results — paste from FMCSA
▸
Total
--
Full
--
Limited
--
Pending
--
Signed/Granted
--
Placed
--
Results In
--
Done
--
MC Not Designated
--
MC Needs Credits
--
Needs Lookup
--
Reminders Due
--
Follow-up Needed
--
Distinct Carriers
--
Active
Ready to Run
Awaiting Results
Completed
Issues
All
Order Date = when the order came into our system ·
Stage Time = date the order entered its current stage (Full: consent email sent; Limited: QuickApp sent) — how long it's been waiting ·
Next Reminder = when the next driver reminder is due (count sent so far); red = overdue