Your Workspace
Emails OnePath sends you
OnePath emails you when the AI books, moves or cancels an appointment, when it needs your office to step in, and when something in your setup needs fixing. This page lists every one, so you know what to do when it lands.
Quick Answer - 30 Seconds
Who gets what: appointment emails go to the addresses under Notifications; everything that needs a person goes to your Service, Billing or Other lists under Escalations. Escalation emails reach a person even when notifications are off.
Every email comes from the sender name Onepath AI and, where relevant, links straight to the record in the app.
Appointments
Sent to the addresses under Notifications for the matching event. If you also set a webhook there, it fires at the same time; see Webhooks.
| Subject | When | What to do |
|---|---|---|
| New Appointment Created via OnePath — <customer>, <time> | The AI booked a visit ("Hurray! 🎉"). | Click Access Appointment Details to open the appointment. The job is already in your field service software. |
| Appointment Rescheduled via OnePath — <customer>, <time> | The customer moved the visit ("Change of plans! 🔄"). | Check the new time and tell your team. |
| Appointment Cancelled via OnePath — <customer>, <time> | The visit was cancelled ("Heads up! 👋"). The email includes Reason for Cancellation. | Free the slot if your field service software didn't already. |
Appointment Notice
Subject: Appointment Notice — <customer>. Sent to your Service escalation list instead of the normal "created" email when your field service software flags this customer as inactive or do-not-service, and your account allows such bookings. The appointment is still created and pushed to your field service software.
The email says the customer "has been booked and pushed to your field service management system. Since this customer is inactive or marked as do-not-service, you may decline it below." The red Decline button is a link: it opens the appointment in the app, where the Decline appointment button cancels the visit in OnePath and in your field service software and tells the customer. Nothing is cancelled until you click that second button. See Decline an appointment. If the booking is fine, do nothing.
When the AI needs your office
Sent to your Escalations lists. If a list is empty, an Escalation Notification goes to your account's legal contact email instead.
| Subject | When | What to do |
|---|---|---|
| Escalation Notification - <category> - <customer> - <time> | The AI handed a conversation to your office. Service = jobs too complex or set to escalate; Billing = payment, refunds; Other = complaints and anything else. Includes Issue Description, the customer's contact details and their Preferred Contact method if they gave one. | Click View Conversation, then call or text the customer yourself. A Yelp lead with no direct contact shows Reply in Yelp instead. |
| Callback Notice — <customer> | A customer asked for a return visit after a technician had already been out. | Review the original service call and coordinate the callback. |
| No Availabilities Found - <service> - <customer> (OPP-<id>) | The AI searched the next days and found no slots for that service, so the customer could not book. | Check the service's job type, business unit and capacity in your field service software, then follow up with the customer. |
| Availability Failure - Task #<id> | Availability could not be fetched twice in a row while OnePath's team was handling the lead. Includes the customer's name, phone, address and service. | Contact the customer directly and check your integration. |
Setup and integration health
Sent to your Service escalation list. The two Action Needed emails follow each sync with your field service software (nightly and whenever you click Refresh under Integrations).
| Subject | When | What to do |
|---|---|---|
| Action Needed - Broken FSM Mappings (<count>) - <time> | A service, urgent, after-hours or lead-source mapping points at a job type, business unit, price-book item or lead source that no longer exists in your field service software. | Open each Fix now link and re-map it. Until then those bookings may fail or land in the wrong place. |
| Action Needed - No Availability for <count> Mapping(s) - <time> | A mapping returned no bookable slots at all for the coming days, so customers asking for it can't be offered a time. | Add capacity or fix the job type or business unit in your field service software. |
| Lead Source Not Mapped - <source> - <time> | A job went to your field service software with the default OnePath lead source because that lead source isn't mapped yet. | Click Map <source> in OnePath and map it on Lead sources, as the source's default or as a pin on the campaign. |
Lead sources
| Subject | When | What to do |
|---|---|---|
| A lead used an old <account> email address | A lead email arrived at an older OnePath address for your account. The lead was still processed; this is a heads-up, sent to the Company Owner at most once per sender per day. | Update the forwarder, web form or saved contact that uses the old address. Point it at your current lead inbox address, shown in the email and under Email lead inbox. |
Account and team
| Subject | When | What to do |
|---|---|---|
| You've been invited to join <account>'s Account on OnePath! | Someone added you under Team and you have never signed in. | Click Create Your Account to set a password. Ignore it if you weren't expecting it. |
| You've been added to <account>'s Account on OnePath! | You were added to another account and already have a login. | Click Access Account; the new account appears in your account switcher. |
| <account> is live on OnePath | The owner finished setup and took the account live. Sent to every other accepted member. | Open the dashboard. Texting activates once carriers approve your registration. |
| Password Reset Instructions | You used "forgot password". | Use the Reset Your Password link within 15 minutes. |
Emails your customers get (not you)
For completeness: the AI's replies on an email conversation arrive from your business's lead inbox address as <your business> Support Team; outreach campaign emails arrive in your business's name; and a declined appointment sends Your Appointment Has Been Cancelled — <your business>. You see the AI's email replies in the customer's transcript in Interactions.
Quick Tips
- ✅ Put a shared inbox on the Service escalation list - most "needs a person" and "fix your setup" emails go there.
- ✅ Act on Action Needed emails the same day - each one means some customers can't book.
- ❌ Don't reply to the email - open the link and act in the app or your field service software.
Still stuck?
Reach out in your OnePath Slack channel or email your account manager. Include the email subject line so we can help fast.