Passing a Task On

When someone else has to take over, you pass the task on in one window. The whole conversation (the messages and calls in the middle of the screen) goes with it.

When to pass it on

Pass it on when the customer needs something only the business can give:

• A manager or the owner
• A refund, a billing change, or a price other than the visit fee
• A complaint about work already done
• A decision about the business's own rules

Keep it yourself when you can answer, book, reschedule or cancel. Those you finish with Resolve & close. See Finishing a Task.

If you're a OnePath agent

1. Click Escalate to someone else at the bottom of the right column. The window Escalate this conversation opens.
2. Under What is it about, pick a type. The task's current type is already picked. Change it if the customer's need changed.
3. In Details, write what the next person needs to know. You can't send it empty.
4. Click Escalate.

You see Conversation escalated successfully and land on the No task is open page. The task is no longer yours, and you can take your next one.

A good Details note:

Customer disputes the $450 charge on the March visit. I explained the diagnostic fee. They want to talk to the owner today.

Which type should I pick?

The type decides which of the business's escalation lists gets the email:

Mixed case? Upset customer → Complaint, even if they also want a manager or a price; write every ask in Details. Only a price, refund or bill → Other. Can't book → Follow-up. What is it about has no billing type.

Not sure? Pick Other and say it clearly in Details.

The account sets who is on each list in Account settings → AI & Alerts → Escalations. Even if nobody is on a list, the task still lands on the team's task list.

What happens next

• The account's team gets a Task for Your Team email with your Details and the customer's contacts.
• The task waits on their To Do list with the whole conversation.
• If the customer writes again, the reply reaches the team's task, not you.
• The AI assistant stays quiet in that conversation until the team closes the task.

If you're on the account's team

You don't see Escalate to someone else. You pass a task on with Hand back, or give it to one person with Assign teammate.

A customer situation (angry, a price, a refund, a manager)? Assign teammate to the person who decides. Manager not on the account? Assign it to the account owner. See Assigning a Teammate.

Hand back sits at the bottom of the right column, next to Assign teammate. It only shows when the task was not handed to your team in the first place. A task that reached your team through an escalation shows only Assign teammate.

1. Click Hand back. The window Give this back to OnePath opens.
2. Under What is it about, pick the closest type. The task's current type is already picked.
3. In Details, write what happened and what the next person needs to know. You can't send it empty.
4. Click Hand it back.

You see Conversation escalated successfully and land on your task list. Then:

• The task waits on your team's To Do list with the whole conversation, under the type you picked. Nobody holds it, so anyone on the team can Take it, you included.
• OnePath's agents no longer get it.
• The list for that type gets a Task for Your Team email with your Details and your name, as in the table above.
• The AI assistant stays quiet in that conversation until your team closes the task.

What to tell the customer

When you pass it on:

"I'm passing this to the team at [business name]. They have everything we talked about, so you won't have to repeat yourself."

On the account's team, say instead:

"I'll have [name] call you back."

If they ask when:

"They have your request now, and they'll contact you directly."

Don't promise a time. You don't know the team's schedule.

Quick Tips

• ✅ Write Details for someone who wasn't there - name, problem, what you already said.
• ✅ Change the type if the need changed - it decides who gets the email.
• ✅ Tell the customer before you click - they know what comes next.
• ❌ Don't escalate what you can finish - booking, rescheduling and cancelling are yours.
• ❌ Don't promise a callback time - the business sets its own.