> ## Documentation Index
> Fetch the complete documentation index at: https://docs.truv.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Offline & Contact Center Workflows

> Verify income and employment for clients who apply by phone or in person

Verify income and employment for clients who don't apply in-app — those who reach an agent by phone or apply in person at an office. Both flows reuse the standard order, so verified data returns through the same webhooks and pre-fills the same caseworker screens as digital applications.

***

## Contact center

Contact center agents create an order during the phone call and send the verification link while the client is on the line.

1. **Agent creates order** — During the call, the agent enters client details and creates an order through the Dashboard or API.
2. **Send link via SMS** — Use the `short_share_url` from the order response to send an SMS to the client's phone during the call.
3. **Client completes verification** — The client opens the link on their phone and connects their payroll or bank accounts while still on the call (or shortly after).
4. **Agent monitors status** — The Dashboard or your caseworker system shows real-time order status. The agent can confirm completion before ending the call.

<Tip>
  For contact center deployments, set `first_notification_delay_hours` to a low value (e.g., 1) so clients who don't complete during the call receive a reminder quickly.
</Tip>

***

## In-person QR code

For office visits, generate a QR code from the order's `share_url` so clients can verify on their own phone at the office.

1. **Caseworker creates order** — Create an order via the Dashboard or API with the client's case information.
2. **Display QR code** — Generate a QR code from the `share_url` and display it on the caseworker's screen or print it.
3. **Client scans and verifies** — The client scans the QR code with their phone, opens Bridge, and connects their payroll or bank accounts.
4. **Results flow back** — Truv sends verified data through webhooks. The caseworker sees results in the Dashboard or caseworker system.

<Note>
  QR codes work with any QR code generator — encode the `share_url` value. The same link works whether scanned from a screen or printed handout.
</Note>

***

## Follow-up for incomplete verifications

When a client doesn't finish after receiving a link, configure [follow-up notifications](/developers/integration/embedded-orders/follow-up) to send automatic reminders, or resend the link manually from the Dashboard.

***

## Next steps

<CardGroup cols={2}>
  <Card title="Caseworker Portal" icon="user-tie" href="/government/integration/caseworker-portal">
    Send verification links and ingest data into caseworker screens.
  </Card>

  <Card title="Renewals" icon="rotate" href="/government/integration/renewals">
    Re-verify clients at recertification.
  </Card>
</CardGroup>