Emergency - I Need Help NOW!
Call the Customer
You call the customer straight from the task. Your browser is the phone: no dialing, no second screen.
Quick Answer - 30 Seconds
To call: open your task → Call (bottom of the conversation) → allow the microphone → talk → Hang up (the red phone button).
The call goes to the customer's number on the record. The call is recorded.
Open the task first
If you're a OnePath agent
Open the task email in your Five9 inbox → Claim this task → Claim.
Took a handoff call? Open app.onepath.ai/human_force → Claim with token → type the 4 characters → Submit.
If you're on the account's team
Open your task list at app.onepath.ai/human_force → Take it (or Continue on one you already hold). The task emails and Open the task in Interactions lead there too.
Make the call
- In the task, find Call in the message box at the bottom, next to Send text.
- Click Call. The first time, your browser asks to use the microphone. Click Allow.
- A blue bar opens above the conversation. It says Ringing and Calling with the number.
- When the customer picks up, the bar says Connected and the timer starts.
- Talk. When you're done, click Hang up, the red phone button on the right of the bar.
The bar closes and Call works again.
Changed your mind while it rings?
While it says Ringing, the red phone button cancels the call before the customer picks up.
During the call
| You want to… | Do this |
|---|---|
| Stop the customer hearing you | Click Mute, the microphone button next to the red one. It turns white with a line through the mic: you are muted. |
| Talk again | Click the same button again |
| End the call | Click Hang up (the red phone button) |
| Write something down | Type in the message box and use Add note. The call keeps going. |
The bar shows the number and recording kept. Every call is recorded.
A live call keeps the task yours. The Still with…? window doesn't open while you're on a call. After Hang up it can open sooner than 2 minutes, so start your note right away.
After the call
The call shows up in the conversation (the messages and calls in the middle of the screen) as its own card: who called whom, how long it took and a Call summary. When the recording is ready, the card gets a Play the recording button.
Add a note with what you agreed. See Adding Notes.
Call is grey or missing
- Grey Call button: there is no phone number on the record. Save one first with Contacts under On the record, or the phone row in Next actions. Then call. See Contacts and Addresses.
- Grey while you're on a call: one call at a time. Hang up first.
- No Call button at all: the task isn't yours yet. Claim it (OnePath agent) or Take it (account's team) first.
- "Something went wrong with the call. Try again.": see Phone Not Working.
Quick Tips
- ✅ Use a headset - the customer hears you, not your room.
- ✅ Read the summary at the top first - you won't ask what they already told the AI.
- ✅ Allow the microphone once - the browser remembers it.
- ❌ Don't close the tab during a call - the call ends with it.
- ❌ Don't call a customer who asked for texts only - use Send text instead.