Common Questions - FAQ
General Questions
Short answers about Human Force itself: what it is, who works in it, how you get in.
Quick Answer - 30 Seconds
What is it? → The screen where a person takes over a conversation the AI could not finish.
How do I get in? → OnePath agent: the task email → Claim this task. Account team: app.onepath.ai/human_force.
Something doesn't work? → Email support@onepath.ai.
What is Human Force?
When the AI assistant cannot finish a conversation with a customer, it creates a task: a customer who needs a person. Human Force is where you open that task, read what happened, reach the customer, and close it.
Every task shows the customer, the summary of what they need, and the whole conversation: the messages and calls in the middle of the screen. You never start from zero.
Who works tasks here?
Two kinds of people use the same screens and the same buttons.
| You are | Your tasks reach you through |
|---|---|
| A OnePath agent | Task emails in your Five9 inbox, and live handoff calls |
| On the account's team | Your team's task list, and emails about tasks for your team |
Supervisors work tasks like agents: same screens, same rules.
How do I get in?
If you're a OnePath agent
- Open the task email in your Five9 inbox.
- Click Claim this task.
- In the window, click Claim. Click Not now to leave it for someone else.
Took a live handoff call? Open app.onepath.ai/human_force → Claim with token → type the 4 characters the AI read → Submit.
If you're on the account's team
The app's top bar has no Human Force link. Use one of these instead:
- Go to
app.onepath.ai/human_force(bookmark it). - Click Open the task in a "Task for Your Team" email.
- Click Open this task in a "Task assigned" email.
- Click Open the list in the morning or end-of-day summary email.
- Click Open the task on the conversation in Interactions.
→ Your Team's Task List · Emails You Get
Which tasks can I see?
| You are | You see |
|---|---|
| A OnePath agent | Tasks of accounts that hand work to OnePath. Never a task already handed to the account's team. |
| On the account's team | Every task of your account. |
Can I use it on my phone?
Yes. On a phone, Human Force splits the task into three tabs: Brief, Chat, and Actions. The guides on this site show the desktop screen.
The customer wants something I can't give
A price, a manager, a complaint you cannot fix: that is a customer situation, not a support question. Pass the task on.
- OnePath agent: Escalate to someone else. The task goes to the account's team.
- Account team: Assign teammate to the person who decides. Hand back works too, where you see it. Manager not on the account? Assign it to the account owner.
→ Passing a Task On · The Customer Wants a Manager · Customer Asks About Pricing
Something in Human Force doesn't work
A button does nothing, a page will not load, a call will not connect. That is a product problem.
- Email support@onepath.ai, or click Contact support at the foot of any Human Force email.
- Include the task number and what you clicked. The number is in the task's email (Task #1234) and in its address, after
/human_force/tasks/.
Quick Tips
- ✅ Account team: bookmark
app.onepath.ai/human_force. - ✅ Read the summary before you reach the customer.
- ✅ Customer problem → pass the task on. Product problem → support.
- ❌ Don't wait on a task you can't finish. Pass it on so the customer hears back.