Daily Work - Getting Better
Ask Amy
Not sure what to do next? Ask Amy, your AI assistant, right on the task screen. Only you see the answer.
Quick Answer - 30 Seconds
Ask Amy at the top of the task → pick a quick prompt or type your question → Send.
Read the Next steps → click Show… to find the button on screen.
Want words for the customer? You could reply → Copy → paste it and make it yours.
Amy only suggests. It clicks nothing and sends nothing to the customer.
Amy is your account's AI assistant
Amy is the default name. If the account gave its AI assistant another name, you see that name instead. The pill reads Ask plus that name, and so do the button under each message and the drawer.
Amy reads three things before it answers:
- This task: its status, the address, the membership, the Next actions and the conversation.
- The account's settings: for example the service fee, the service areas and the business hours.
- This guide: the Human Force pages you are reading now.
Amy never acts for you. It doesn't click, book, close or pass anything on. It doesn't look up free times on the calendar. It never writes to the customer.
Only you see your questions and Amy's answers. Each answer is marked only you see this. The customer never sees them, and neither does the rest of the team.
Open Amy
You can ask Amy on any task you are working on. There are three ways in:
- The Ask Amy pill at the top of the task screen. Use it for a question about the whole task.
- Ask Amy about this under a customer's message. Amy answers about that message, and the box shows About (name)'s message.
- Amy in the tab bar at the bottom, on a phone.
Amy opens as a drawer on the side of the task. Your task stays where it was underneath.
Ask your question
- Pick a quick prompt above the box, or type your own question in Ask about this task.
- Change the words if you like. A quick prompt only fills the box. It never sends on its own.
- Click Send, or press Enter. Shift+Enter starts a new line.
While Amy works, you see Reading the guide and this task. Wait for that answer before you ask the next question.
An answer can take a minute or two. Keep working on the task while you wait. You can close the drawer; open Amy again and the answer is there.
Quick prompts follow what's on your screen. Each one shows only while its reason is true, so you may see none:
| You see | When |
|---|---|
| The address is outside the service area | Book the visit is locked because the address isn't covered |
| Booking needs the property type | Book the visit is locked until you add the property type |
| A question for the task type, for example How do I cancel their visit? | Every task type except Other |
| Waiting answer or Remind me…? | Waiting answer is greyed out: the customer wrote last |
| What can I tell the customer about cost? | The task has an opportunity |
Point at a quick prompt to see why Amy offers it. A prompt you already asked on this task leaves the list.
Read the answer
An answer has up to five parts, always in this order:
- The summary. One line in bold: what to do.
- Next steps. Numbered steps. A step that hands the task to someone else always comes last.
- You could reply. Words you can send the customer. Click Copy, paste them in your message, and make them yours.
- Sources. Click Sources to see the guide pages and account settings the answer used. A guide source opens the page.
- The "Read with…" line. It tells you which messages Amy read for this answer.
See The guide doesn't cover this.? Amy has no answer from the guide. Pass the task on (see below).
Amy couldn't answer? Click Try again under the message. Your question is asked again.
Find the button: Show…
Some steps end with a Show… button, for example Show Locations or Show Book the visit. Click it:
- The drawer closes.
- The button or field Amy means gets a ring around it for a moment.
- Click it yourself when you're ready.
On a phone, the right tab opens first.
Amy says to pass it on
The step that passes the task on names your own button.
If you're a OnePath agent
You see Show Escalate to someone else. Click it, then follow Passing a Task On.
If you're on the account's team
You see Show Assign teammate. Click it, then follow Assigning a Teammate. Want the whole team to take it instead? Use Hand back, as in Passing a Task On.
My answers are gone
Your answers stay while the task is yours. A reload, or opening another page and coming back, keeps them.
Amy starts empty once the task has left you, then comes back. That happens after Resolve & close, Waiting answer, Remind me…, passing it on, or a timeout. Nothing is lost on the task itself.
Quick Tips
- ✅ Ask in your own words - "the customer wants Friday but it's full" works fine.
- ✅ Read the reply before you paste it - you know the customer, Amy only knows the task.
- ✅ Use Ask Amy about this for a confusing message - Amy reads that message first.
- ❌ Don't quote a price that isn't in Sources - fees come only from the account's settings.
- ❌ Don't wait on Amy while the customer waits - ask, keep talking, then read.