Daily Work - Getting Better
Call, Text or Email
One box at the bottom of the task does it all: call, text, email, or an internal note.
Quick Answer - 30 Seconds
Urgent or upset? Call.
Short question or a confirmation? Type → Send text.
Long details? Arrow next to Send text → Email → Send email.
Something the next person must know? Add note. Only people working the task — OnePath and the business — see it; never the customer.
The box starts on the channel the customer used to reach you. Answer them there unless they ask otherwise.
The message box
| Button | What it does |
|---|---|
| Call | Calls the customer from your browser. See Phone Calls. |
| Send text | Sends what you typed as a text to the customer's mobile number |
| Send email | Sends it as an email. The button turns into Send email once you pick Email. |
| Arrow next to Send | Opens Answer on… with the customer's mobile number and email address |
| Add note | Turns the box into an internal note. The customer never sees it. Reply instead turns it back. |
The box is the same for OnePath agents and for the account's own team.
Which one to use
| Situation | Use | Why |
|---|---|---|
| The customer is upset | Call | A voice calms faster than text |
| Something is urgent: no heat, a leak | Call | You need an answer now |
| Lots of back and forth to sort out | Call | One call beats ten texts |
| A quick question: "Thursday or Friday?" | Send text | They answer when they can |
| Confirming what you agreed | Send text | Short, and it stays on their phone |
| Times, prices or steps to keep | Send email | Room for detail they can come back to |
| The customer wrote in by email | Send email | Answer where they are |
| Something the next person on the task must know | Add note | The customer never sees it |
When the customer says how they want to be reached, do that, even if the table says otherwise.
Where the box starts
The box picks a channel for you when the task opens:
- The customer wrote by text → Send text.
- The customer wrote by email → Send email.
- Otherwise it starts on text when there is a mobile number, then email.
You can always switch with the arrow → Answer on….
When an option is missing
- Text needs a mobile number on the record. A landline only gets Call.
- Email needs an email address on the record.
- Call needs any phone number.
- No channel available to send reply means no mobile number and no email. You can still add a note.
Save the missing contact in the right column, under On the record. See Contacts and Addresses.
Nobody answers
- Called and no answer? Send a text.
- Texted and no answer? Try email, or call again later.
- Write a note each time, so the next person knows what you tried.
Still nothing? See I Can't Reach the Customer.
Quick Tips
- ✅ Answer on the channel they used - the box already starts there.
- ✅ Call when emotions run high - see The Customer Is Angry.
- ✅ Follow a call with a text - the customer keeps the date and time.
- ❌ Don't put internal remarks in a reply - use Add note.
- ❌ Don't send the same message on every channel - pick one.