Human Force Guide
Human Force is where a person takes over a customer from the AI. Find your situation below and get an answer in 30 seconds.
Quick Answer - 30 Seconds
OnePath agent: task email → Claim this task → Claim. Took a handoff call? Open app.onepath.ai/human_force → Claim with token → type the 4 characters → Submit.
On the account's team: got Task for Your Team? Click Open the task → Claim. Otherwise: app.onepath.ai/human_force → Take it → Claim.
Customer waiting right now? See Customer waiting - quick fixes.
Which one are you?
I'm a OnePath agent
Tasks reach you by email or with a handoff token. Your email is your queue.
I'm on the account's team
Your team's tasks wait on a list. Take one and work it.
Both of you work a task on the same screen with the same buttons. Where a step differs, each page says so.
First day?
- Welcome to Human Force: what a task is and how it reaches you.
- 5-Minute Quick Start: the five steps of every task.
- First Task Walkthrough: one real task, start to finish.
I want to…
| I want to… | Go here |
|---|---|
| Get a task | How to Claim a Task |
| See my team's tasks | Your Team's Task List |
| Call the customer | Call the Customer |
| Text or email the customer | Sending Messages |
| Fix a phone number or address | Contacts and Addresses |
| Book, move or cancel a visit | Booking Appointments |
| Close a task | Finishing a Task |
| Pass a task to someone else | Passing a Task On |
| Give a task to a teammate | Assigning a Teammate |
| Understand an email I got | Emails You Get |
The customer is…
| Situation | Go here |
|---|---|
| Angry | The Customer Is Angry |
| Asking about price | Customer Asks About Pricing |
| Asking for a manager | The Customer Wants a Manager |
| Not finding a time that works | No Appointments Available |
| Not answering | I Can't Reach the Customer |
Something on screen…
| What you see | Go here |
|---|---|
| Still with…? popped up | The Still with them? window popped up |
| My task is gone | My task is gone |
| The call won't connect | Phone Not Working |
| An error message | What this message means |
| Something else is broken | Quick fixes when Human Force acts up |
Something in Human Force doesn't work as it should? Write to support@onepath.ai, or click Contact support at the foot of any Human Force email. See Contact support.
Quick Tips
- ✅ Bookmark this page. It is your way into every answer.
- ✅ Team members: bookmark
app.onepath.ai/human_force. The app's top bar has no Human Force link. - ✅ Read the summary at the top of the task before you contact the customer.
- ❌ Don't treat a customer problem as a support request. Pass a price question or a complaint on: Escalate to someone else (agent) or Assign teammate (team).