Communication Questions

Short answers about reaching the customer from a task: calls, texts, emails, and notes.

Calls, texts, emails, and notes work the same for OnePath agents and the account's team. You need the task open in your name to use them.

How do I call the customer?

1. Click Call.
2. Talk. Click Mute if you need a moment off the line.
3. Click Hang up when you are done.

→ Call the Customer · Phone Calls

Is the call recorded?

Yes. While you talk, the call bar shows recording kept next to the number.

The call won't connect

You see "Something went wrong with the call. Try again." Allow the microphone for this site, reload the page, and click Call again. Still failing? Text the customer now and tell support after.

→ Phone Not Working

How do I text or email the customer?

1. Type in the message box.
2. Pick the channel and the contact under Answer on….
3. Click Send text or Send email.

The message lands in the conversation (the messages and calls in the middle of the screen) as soon as it is sent.

→ Sending Messages

I can't send anything

You see No channel available to send reply. The customer has no mobile number and no email on the record. Save one under On the record, and the box switches on by itself.

→ Contacts and Addresses

Not sure whether to call, text, or email? → Call, Text or Email

Can the customer see my notes?

No. The note box says so: "Internal note. {name} will not see this." Only people working the task — OnePath and the business — see it; never the customer.

1. Click Add note.
2. Type what happened and what comes next.
3. Click Save note.

Changed your mind? Click Reply instead to write to the customer.

→ Adding Notes

The customer wrote back while the task was parked

The task comes back to To Do for whoever is free. That's true for Waiting answer and for Remind me…: a reminder doesn't hold it once the customer writes.

Their replies go to another conversation

You see "This customer has another open conversation. Their replies arrive there." It's a warning, not an error. You still have the task, but the customer's answers land in that other conversation, not on this task.

Can we text them offers?

Ask on the call. The task's Next actions include Can we text them offers? Click Yes or No. The answer becomes the customer's Marketing consent.

Quick Tips

• ✅ Read the whole conversation before you call or write.
• ✅ After a call, note what was agreed. The call card already holds the summary.
• ❌ Don't write to the customer in a note. They never see it.