ID, Please!
This step checks a user’s identity during registration.
What is identity verification, or IDV?
This packet may ask a carrier to prepare items such as a W-9, insurance, and authority information.
What is an onboarding packet?
In the broker UI, the Verified Pickup Score appears on this tab.
What is the Overview tab?
This profile signal is associated with a reported fraud incident.
What is an Identity Alert?
The welcoming script should be delivered within this time after answering.
What are the first 10 seconds?
This is the status shown when identity verification fails.
What is Verification failed?
A carrier must provide these three contact types in the onboarding packet.
What are company dispatch, billing, and claims contacts?
In the Support Tool, this tab shows onboarding packets that carriers have started and their progress.
What is the Connections tab?
This profile detail can show a linked user or entity on a carrier’s profile.
What is an Association?
This listening skill means focusing on what the caller shares and making sure you understand before responding.
What is active listening?
This authenticator code is six digits and refreshes every 30 seconds.
What is a TOTP code?
These requirements can differ because each broker sets its own.
What are broker rules?
In the Support Tool, this tab shows Highway account users and can display the latest user inquiry status.
What is the Users tab?
This profile signal indicates an automated risk pattern.
What is an Insight?
This is the maximum time for one hold before the OSR should refresh the caller.
What is two minutes?
After the first user on an account verifies their email, this is the next verification step in carrier registration.
What is a phone call from Highway to the phone number registered with FMCSA?
This company purchases a carrier’s unpaid invoices and handles collecting payment from the customer.
What is a factoring company?
These three external resources are used to locate general carrier information.
What are MOTUS, SAFER, and SMS?
When a carrier reports that their account may have been hacked, this two-part escalation route is used.
What are From Phones to Fraud in Intercom and the Report something: Fraud workflow in #customer_support_chat on Slack?
This approach acknowledges a caller’s concern and helps lower tension while keeping the conversation respectful.
What is de-escalation?
When an external dispatcher can’t see the carrier they work for, this connection may need to be completed or approved.
What is the carrier-dispatcher association?
In the Connection Invitations section of the Support tool, this status shows on an invitation that has been delivered but not yet completed by the carrier.
What is Pending?
In Active Admin, ownership attestations are found under this menu path and can be narrowed by this identifier.
What is Carriers → Ownership Attestations, filtered by Company ID?
When a carrier calls about an Identity Alert, this is the Intercom team or route for the issue.
What is From Phones to Carrier Identity Team?
These are follow-up questions that help clarify a caller’s situation, uncover relevant details, and understand what they need.
What are probing questions?