Customer waiting - quick fixes

The customer is waiting. Find your situation, do the first step now, read the rest later.

Quick Answer - 30 Seconds

Angry customer, a manager, or a price beyond the visit fee? OnePath agent: Escalate to someone else. On the account's team: Assign teammate to the person who decides.

Anything else: find it in the table below → do the first step → open the full page later.

Customer situations aren't support. Someone on the account decides; you only pass them on.

Find your situation

What's happening	First step	Full page
The customer is angry	Listen, then pass it on (below)	The Customer Is Angry
The customer wants a manager	Pass it on (below)	The Customer Wants a Manager
The customer asks for a price	Quote the visit fee only (Service Fee / Customer pays). Any other price: pass it on (below)	Customer Asks About Pricing
Still with {name}? is on screen	Click I'm still here. Finished? Click I'm still here, then Resolve & close.	The Still with them? window popped up
My task is gone	Look at the last message you saw	My task is gone
Call does nothing, or nobody hears anyone	Allow the microphone in your browser, then click Call again	Phone Not Working
Appointment times won't load	Click Retry availability, then Submit report if it still fails	No Appointments Available
The customer doesn't answer	Try Send text, then click Waiting answer	I Can't Reach the Customer
Waiting answer is grey	Send the customer a short text, then click it	Finishing a Task
An error message popped up	Search its words	What this message means

The countdown ran out on a finished task

The window can't be dismissed, and the task was released. Get it back and close it:

OnePath agent: open the new Claim this task email → Claim → Resolve & close.
On the account's team: your list → To Do → Take it → Claim → Resolve & close.

Passing the customer on

A price other than the visit fee, a complaint, a manager: someone on the account decides. As a OnePath agent, you never need to know who.

If you're a OnePath agent

Click Escalate to someone else.
Under What is it about, pick the closest type. Billing, a refund or a price: pick Other.
In Details, write what the next person needs to know.
Click Escalate.

The task goes to the account's team and you see Conversation escalated successfully.

→ Passing a Task On

If you're on the account's team

For an angry customer, a price, a refund or a manager:

Click Hang up if you're on a call. Assigning during a call shows Finish the call first.
Click Assign teammate, pick the person who decides and confirm. Manager not on the account? Pick the account owner.

To put the task back on your team's To Do list instead:

Click Hand back. The window Give this back to OnePath opens.
Under What is it about, pick the type. In Details, say what happened.
Click Hand it back.

No Hand back button? The task already came to your team by escalation. Use Assign teammate.

→ Assigning a Teammate

"I don't know what to do with this task"

Read the summary at the top of the task: who the customer is and what they need.
Check Next actions: what's already planned.
If the account uploaded one, click View Playbook for their rules.

Still unsure? Write a note with Add note, then pass the task on as above.

→ First Task Walkthrough

"I made a mistake"

Click Add note and write what happened and what's correct. Click Save note.
If the customer was told something wrong, call or text them now with the correct information.
Booked the wrong time? Reschedule or cancel from the task.

→ Booking Appointments

Something in Human Force is broken

Reload the page once.
Still broken? See Quick fixes when Human Force acts up.
Nothing works: email support@onepath.ai with the task number.

Quick Tips

✅ Passing a customer on is the right call - prices, complaints and managers belong to the account.
✅ Write a note before you pass it on - the next person reads it first.
✅ Move the mouse while you read - two still minutes open the idle window.
❌ Don't quote any price but the visit fee - pass it on instead.