Getting Started
Escalations & notifications during setup
The Escalations & Notifications phase of the setup wizard collects two things on one page: who receives hand-offs from your AI assistant, and who hears about every booking.
Quick Answer - 30 Seconds
To finish this phase: type at least one email address, phone number or webhook URL under Escalation contacts and press Enter. Add appointment recipients if you want them. Everything saves automatically; click Continue when done.
One escalation contact is all the wizard requires. Appointment notifications are optional and can be set later.
Where you are
Location: Account setup wizard → phase 6, Escalations & Notifications
→ app.onepath.ai/onboarding/account/escalations
Only the Company Owner sees the wizard. After go-live the same settings live under Escalations and Notifications.
How a list reads what you type
Every list on this page is one field. OnePath reads each entry and decides how to reach it:
| You type | What it sends |
|---|---|
An email address, like dispatch@example.com | An email |
A US or Canadian phone number, like (512) 555-0142 | A text message from your OnePath number |
A web address starting with http:// or https:// | A JSON POST to your own system |
Texts need the number you pick in the Phone & Texting phase. A text sent overnight waits until 7 AM, unless it is about a visit within the next 24 hours.
Escalation contacts
An email carries the conversation, the customer's details and the reason. A text carries a summary and a link. A webhook gets it as JSON.
Why it matters: when your AI assistant can't finish a conversation, it hands it to your team as a task. The contacts here hear about it so someone picks it up. You can change them any time later in Escalations.
| Topic | Hint in the app | Hand-offs that land here |
|---|---|---|
| Accounting | billing questions, payment problems, refunds | Billing questions |
| Service | jobs too complex or technical for the CSR to solve | Complaints, urgent requests, reschedules, cancellations, callbacks, price quotes, services you don't offer, customers you can't serve |
| Recruiting | job applications and questions about working here | Job applications |
| Other | complaints, unknown questions — anything unclassified | The customer wants a person, property-owner checks, conversations the assistant couldn't finish, anything else |
After go-live, the same lists sit under Escalations with longer names: Accounting is Billing escalation, Service is Service escalation, Recruiting is Recruiting escalation, Other is Other escalation. The Other hint mentions complaints, but complaints go to Service.
- Leave Same contacts for every topic ticked to type one list that covers all four topics. Untick it to give each topic its own list.
- Type a contact and press Enter. It becomes a chip. Repeat for more people.
- Wait for Escalations & notifications saved.
The phase counts as done once any topic has at least one contact of any kind. Clearing every contact re-opens it.
Appointment notifications
Booked, rescheduled or canceled — these destinations hear about it the moment it happens.
| Event | When |
|---|---|
| Appointment booked | a new job lands on the schedule |
| Appointment rescheduled | the time or day changes |
| Appointment canceled | someone calls it off |
Each event has one list. Leave Same destinations for every event ticked to fill all three at once, or untick it to split them. Leave a list empty and nobody hears of that event.
The payload reference for your developer is under Webhook events. There is no test button in the wizard; use Send test webhook on the Notifications page after go-live.
Saving and moving on
- Every chip you add or remove saves within a second. The toast reads Escalations & notifications saved. or Couldn't save — check each email, phone number and webhook URL.
- Email addresses you type here are suggested again on later phases.
- Use Continue at the bottom to move to Service Configuration, or Back to return to Your Customer Service Rep. You can leave and come back; nothing is lost.
Not on this page
These only exist after go-live, under Account settings → AI & Alerts:
- Book customers marked Do Not Service and When a caller needs a person on Escalations.
- The Emergency call, Call back overdue and Unbooked call events, and Send test webhook, on Notifications.
Quick Tips
- ✅ Use team inboxes - a shared
service@address outlives any one person. - ✅ Keep the "same for all" boxes ticked at first - split topics later, once you know the volume.
- ❌ Don't leave a topic without an email address - its hand-off email then goes to your legal contact, or to nobody. The task still waits on your team's list.