Daily Work - Getting Better
Finishing a Task
Every task ends one of two ways: you close it with a reason, or you park it until the customer answers.
Quick Answer - 30 Seconds
Done with the customer? Resolve & close → pick the reason → Close the task.
Waiting on the customer's reply? Send them a short text → Waiting answer. Greyed out? The customer wrote last, or you only called.
Need it back at a set time? Remind me… → pick When → type Why → Set the reminder.
All three buttons sit at the bottom of the right column. Each one takes the task off your screen.
Which button do I need?
| The situation | Click |
|---|---|
| You booked the job, or the matter is settled | Resolve & close |
| The customer said no, or you can't help | Resolve & close |
| You wrote to the customer and the next move is theirs, with no set time | Waiting answer |
| The customer will email you something later (a photo, a document) | Send them an email, then Waiting answer. Their reply brings it back |
| The customer wants a call at a set time, or you need it back by then | Remind me… |
| Someone else has to take it from here | OnePath agent: Escalate to someone else. Account's team: Assign teammate, or Hand back where it shows. See Passing a Task On |
The customer is helped: Resolve & close
- Click Resolve & close at the bottom of the right column.
- Pick the reason that matches how it ended.
- Click Close the task.
The task moves to Done and you see Task updated successfully. OnePath agents land on No task is open; the account's team lands back on their task list.
The reasons come in four groups:
| Group | Reasons | Use it when |
|---|---|---|
| Booked | Booked Job | You booked an appointment |
| Not booked | Fee Not Accepted, No Availability, Not Property Owner, Service Not Offered | The customer wanted the work but it didn't happen |
| Passed on | Follow-up for Office, General Message, Unsuccessful Contact, Spam/Junk | The office has to act, it was only a message, nobody answered, or it wasn't a real customer |
| Existing job | Existing Job Reschedule, Existing Job Confirmation, Existing Job Cancellation | It was about a job already on the calendar |
The reason is what the account reads later. Pick the one that matches what happened, not the closest to "success".
Booked Job: pick the visit you booked
Booked the visit yourself in ServiceTitan or your other field service software, not in OnePath? Then Booked Job asks which visit it was:
- Pick Booked Job. OnePath reads the customer's upcoming visits from your software.
- Pick the visit you booked. If only one visit was opened after the task came in, it is picked for you.
- Click Close the task. It stays greyed out until a visit is picked.
The visit is recorded on the opportunity, so the AI and the reports know the job is booked. If you booked the visit in OnePath, nothing is asked.
| You see | Do this |
|---|---|
| … has Name (#…) with this customer's phone or email. Is that who you booked the visit for? | If it is, click Yes, read their visits |
| … has nobody with this customer's phone or email | Add their phone or email in your software, then Try again |
| … is another customer's record in OnePath already | Ask the OnePath team to merge the two, then Try again |
| … has no upcoming visit for this customer that OnePath has not recorded yet | Book it there, then Try again |
| Create the opportunity first | The conversation has no opportunity without a visit. Add one under Manage opportunities, then close again |
| This account books only in OnePath | Book the visit in OnePath, then close the task |
Closing never passes the task on. Follow-up for Office only records that the office has to act; nobody is called or told. To hand the task to someone, use Escalate to someone else (OnePath agent), or Assign teammate or Hand back (account's team).
The customer will answer: Waiting answer
Use this when you're waiting on the customer and nobody knows when they'll write. Example: "I'll check my schedule and get back to you."
- Make sure your last word reached the customer. Send a short text if you only called.
- Click Waiting answer. No window opens.
You see Task updated successfully, and the task shows as Waiting Answer. OnePath agents land on No task is open. The account's team lands back on their task list.
Why is Waiting answer greyed out?
The customer wrote last, so the next move is yours. Answer them first, then the button turns on.
It is also greyed out when the conversation has no messages yet. A phone call doesn't count as your answer. After a call, send a short text, for example "Thanks for your time, text us when you know."
What happens next?
- The customer writes back. The task goes back to To Do for whoever is free, not only to you. OnePath agents get a new Claim this task email; the account's team sees it on their list.
- The customer never answers. The task closes on its own. You don't need to come back to it.
- Meanwhile, the AI assistant can still send the customer its usual follow-ups.
The customer needs a set time: Remind me…
Use this when you want the task back at a set time, for example "Call me Monday morning". The task leaves your screen and comes back on its own.
- Click Remind me…. The window Bring this back later opens.
- Under When, pick In 2 hours, Tomorrow 8 AM, Monday 8 AM or Pick a time. Need Monday at 9? Use Pick a time.
- Type the Why, for example "Asked us to call Monday morning". You can't skip it.
- Under Who picks it up, choose Me or Whoever is free. The line under the buttons sums up what will happen.
- Click Set the reminder.
The task shows as Waiting Answer. Your Why is added to the task's Next actions, so whoever opens it next knows what to do. While it waits, the AI assistant can still send the customer its usual follow-up.
Times follow the account's own time zone, so Tomorrow 8 AM means 8 AM at the business.
When does it come back?
- At the time you picked. It goes back to To Do.
- Sooner, if the customer writes. Their reply brings it straight back.
A task parked with Remind me… never closes on its own. When it comes back, whoever picks it up closes it or parks it again.
Me or Whoever is free?
Me does not keep the task for you. Either way, it goes back to To Do when it comes back, and anyone can take it. Me only puts your name on the reminder email.
If you're a OnePath agent
A new Claim this task email reaches the Five9 inbox, marked Back from a reminder. Pick Me and you get a copy, and the email names you.
If you're on the account's team
The task goes back to your team's To Do list. Pick Me and you get an email, Back from a reminder, with your name. Pick Whoever is free and nobody is emailed: the next person who checks the list picks it up.
Before you close
- Add a note if the outcome isn't obvious from the conversation, the messages and calls in the middle of the screen. Click Add note, type, then Save note.
- Check the Next actions list. Anything still open there will be open for the next person.
Quick Tips
- ✅ Close while it's fresh - the reason and your note are what the account reads later.
- ✅ Write the Why for a stranger - someone else may open the task when it comes back.
- ✅ No set time? Waiting answer. A set time? Remind me….
- ❌ Don't close a task you're waiting on - use Waiting answer or Remind me… instead.
- ❌ Don't pick Booked Job unless you booked - pick the reason that matches what happened.