How OnePath works

OnePath answers your new leads, qualifies them and books the job. This page explains the words the app uses along the way, so every screen and email makes sense.

How a booking flows

1. A lead arrives on a channel. Someone calls or texts your AI phone number, emails your lead inbox, uses the chat or scheduler on your website, or comes in from a lead platform such as Google Local Services or Yelp.
2. The AI runs a conversation. It asks for the service address, checks it against your service areas, works out which service they need and asks that service's qualification questions.
3. An opportunity opens. As soon as a service and a price are on the table, the conversation gets an opportunity with a potential revenue figure.
4. An appointment is booked. The AI offers slots from your field service software, the customer picks one, and the job is created there. The opportunity becomes Won.
5. You hear about it. Your Notifications decide who gets an email or webhook when an appointment is created, rescheduled or cancelled.

When the AI cannot finish (a service set to escalate, a complaint, a billing question), it hands the conversation to a person instead. See Escalations and hand-offs.

People and places

Lead stages

The app moves leads between stages on its own. You never set a stage by hand.

The Dashboard doesn't count leads by stage. Its Job requests number counts each service a customer asked for, so a conversation asking for two services is two job requests.

Conversations

A conversation is one thread between the AI (or a person) and a customer, started on one channel. A customer has at most one active conversation at a time.

Each conversation gets a purpose the AI detects: Appointment Schedule, Appointment Reschedule, Appointment Cancel, Appointment Inquiry, Billing, Complaint, Pricing Estimate or Other. A conversation closes on its own 5 minutes after a booking, or 90 minutes after the last follow-up message otherwise.

Opportunities

An opportunity is one concrete service request inside a conversation. It records the service, a potential revenue figure, an urgency (Urgent, High, Normal, Low) and a type (New Business, Existing Customer, Callback).

Appointments

An appointment is the booked visit for an opportunity: a time window, the service, the fee and a summary. Statuses are Scheduled, Rescheduled, Done and Cancelled (with a reason). With field service software connected, the appointment is created there as a job, and the app shows Booked in with that system's name.

Channels: conversion vs source

A channel is a way leads reach you. The app groups channels two ways:

• Conversion channels are how the customer talks to you and gets booked: Voice AI, Web Scheduler, Web Form, Chat, Text / RCS and Email. Turn these on under Channels.
• Source channels are platforms that send you leads: Google Local Services, Angi Leads, Yelp and Facebook Lead Ads. Connect them under Lead platforms. Leads from none of these show as Direct / Organic.

Services, trades and service areas

• A service is one bookable thing you offer, such as "Air Conditioning / Repair". Each has qualification questions, fees, a duration and a mapping to a job type in your field service software. Its desired outcome tells the AI to book it or escalate it. See Services.
• A trade is the industry vertical a service belongs to (HVAC, Plumbing, Electrical and so on). The trades you enable decide which services you can offer.
• A service area is a named list of ZIP codes you serve. An address outside every service area disqualifies the lead as Unserved Area. See Service Areas.

Campaign attribution

A lead source answers where a lead came from: Google Ads, Yelp, Website form and so on. A campaign is one ad or listing under a source. OnePath creates campaigns automatically from the tracking parameters (UTM and click ids) on your links. With Google or Microsoft Advertising connected, it also lists your ad campaigns before their first lead. Connected Google, Meta and Microsoft ad accounts add spend, so the Dashboard's Marketing tab can show cost per job request. When a job goes to your field service software, Lead sources decides which lead source it gets there.

Field service software: integrated or standalone

Most accounts are integrated: connected to ServiceTitan, Housecall Pro, AccuLynx or Fyxify under Integrations. Availability, customers and appointments flow through that system. "FSM" in the app and in emails means this field service management software.

Accounts without field service software run standalone: OnePath manages your schedule capacity itself; ask OnePath to change it. See How availability works.

Your AI assistant

The assistant answers texts, emails, web chat and calls in your business's name. Its default name is Amy. You can rename it and set its greetings under Agent Personalization.

Escalations and hand-offs

• Escalation means the AI emails your office. Under Escalations you keep four lists: Billing escalation, Service escalation, Recruiting escalation and Other escalation. The transcript shows this as Sent to the office.
• Handed off to Live Agent means the AI handed the conversation to a live agent on OnePath's side. The transcript shows Task opened.
• A follow-up plan is what the AI does when a customer goes quiet: a short series of texts and emails, cancelled the moment they reply. The limits (hours of day, number of messages, number of days) are the follow-up guardrails under Agent Personalization.

Notifications

A notification is an email and/or a webhook to your business when an appointment is created, rescheduled or cancelled. Set the recipients under Notifications. Escalation emails reach a person even when notifications are off. Every email is listed in Emails OnePath sends you.

Glossary