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How to Claim a Task
Claiming a task makes you the person the customer hears from. Here is how to get one, whichever way it reaches you.
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: your task list → Take it → Claim.
The task opens on your screen. Read the summary at the top, then contact the customer.
If you're a OnePath agent
The task came by email
Every new task sends an email to your Five9 inbox. Its subject starts with Service Request - Task # and the task number. Inside, the heading reads New task · TASK-….
- Open the email. Check the customer's name, phone, address, service and the Summary.
- Click Claim this task. Human Force opens with the Claim this task window.
- The window shows how long the customer has waited, the task type and their phone and address.
- Click Claim. The task opens and is yours.
Not the right moment? Click Not now. Nothing changes and the task stays open for others.
Asked to sign in? Sign in, then click the email button again.
You took a handoff call
When the AI hands a live call to you, it reads out a 4-character token, for example "Alpha Four Charlie Two". A handoff call sends no task email, so the token is your only way in.
- Open Human Force at
app.onepath.ai/human_force. You see No task is open. - Click Claim with token.
- Type the 4 characters in Token. They are letters a–f and numbers 0–9: "Alpha Four Charlie Two" is
a4c2. - Click Submit. The task opens.
A token works for 15 minutes. It takes the task even if someone else holds it, so the person on the call always gets it.
A live handoff call keeps the task while it's connected. A call you dial yourself in Five9 or on your own phone doesn't: type a note or move the mouse, or after 2 minutes the Still with…? countdown starts.
If you're on the account's team
Your tasks wait on your team's list at app.onepath.ai/human_force. There is no Human Force link in the app's top bar: bookmark the address, or use the button in a task email.
- Open the list. To Do shows the tasks nobody has taken yet, longest wait first.
- Click Take it on the task you want.
- In the Claim this task window, click Claim. The task opens.
Other ways in: the Open the task button in a "Task for Your Team" email, Open this task in a "Task assigned" email, or Open the task on a conversation in Interactions. See Emails You Get.
Someone else has this task
If a colleague claimed the task first, Human Force does not open it for you. You land on your start page with a message that names them: Jamie Lee has this task.
Other messages you may see:
| Message | What it means |
|---|---|
| This task is currently in Done status and cannot be claimed. | The task is already finished. |
| This task is not yours to claim. | The task belongs to another account or to the account's own team. |
| Token not found or invalid | The token is mistyped, or more than 15 minutes passed. Type it once more; still refused, email support@onepath.ai. See What this message means. |
On your team's list, a task a colleague holds shows their first name and last initial, for example Priya S, instead of Take it.
What happens after you claim
- The task screen opens with the customer's name, the task type and the summary at the top.
- You hold the task until you close it or pass it on.
- If you leave the screen idle for 2 minutes, Human Force asks if you are still with the customer, for example Still with Olivia? See The Still with them? window popped up.
Next: First Task Walkthrough.
Quick Tips
- ✅ Read the summary before you call. It tells you what the customer needs.
- ✅ Claim only when you can start now. Claiming makes you the person the customer hears from.
- ✅ Type the token while the caller is still on the line. It expires in 15 minutes.
- ❌ Don't worry about "has this task". A colleague has it covered; wait for the next one.