Common Questions - FAQ
Task Questions
Short answers about a task's life: taking it, parking it, passing it on, closing it.
Quick Answer - 30 Seconds
Done? → Resolve & close → pick the reason → Close the task.
Waiting on the customer's reply? → send a short text → Waiting answer.
Later, at a set time? → Remind me… → pick When → type Why → Set the reminder.
Can't finish it? → OnePath agent: Escalate to someone else. Account team: Hand back or Assign teammate.
Where is my task?
- OnePath agent: open Human Force. If a task is open for you, it takes you straight back to it. No task open? You see No task is open.
- Account team: open your task list at
app.onepath.ai/human_forceand click the Mine filter. Click Continue on the task. The top bar has no Human Force link; the task emails and Open the task in Interactions get you there too.
Gone from both places? → My task is gone
I can't finish this task
If you're a OnePath agent
Click Escalate to someone else and pick what it is about. The task goes to the account's team, and their list for that topic gets an email. The task leaves your hands; you cannot take it back.
If you're on the account's team
- Hand back: the task goes back to your team's To Do list with the whole thread. You don't see it on a task your team got by escalation.
- Assign teammate: pick a person on your account. They get an email, and the task is theirs the moment they open it.
You can't assign during a live call. Hang up first, or you see "Finish the call first."
A teammate has a task but never opened it
On the account's team, you can take it over. In your task list, its row shows your teammate's first name and last initial, for example Priya S, instead of Take it. Click it to take the task. Once your teammate has opened it, it stays theirs.
The customer said "call me tomorrow"
- Click Remind me….
- Pick When: In 2 hours, Tomorrow 8 AM, Monday 8 AM, or Pick a time.
- Type Why. It is required and becomes a Next action on the task.
- Pick who picks it up: Me or Whoever is free.
- Click Set the reminder.
The task moves to Waiting Answer. It comes back at that time, or sooner if the customer writes. Either way it goes back to To Do for whoever is free; Me only puts your name on the reminder email.
The customer said "I'll get back to you"
Click Waiting answer. One click, no window. The task moves to Waiting Answer and comes back to To Do for whoever is free when the customer writes.
Greyed out? The customer wrote last. Answer them first, then click it. After a phone call, send a short text first.
Which close reason do I pick?
Click Resolve & close. The reasons come in four groups:
| Group | Reasons |
|---|---|
| Booked | Booked Job |
| Not booked | Fee Not Accepted, No Availability, Not Property Owner, Service Not Offered |
| Passed on | Follow-up for Office, General Message, Unsuccessful Contact, Spam/Junk |
| Existing job | Existing Job Reschedule, Existing Job Confirmation, Existing Job Cancellation |
The account reads the reason later. Pick the one that says how it ended for the customer.
The customer never answered
It depends on how you parked it. Either way, the AI assistant can still send the customer its usual follow-ups while it waits.
- Waiting answer: the task closes on its own if the customer never answers.
- Remind me…: the task never closes by itself. It comes back at the time you picked, or sooner if the customer writes.
Back and still no answer? Click Resolve & close and pick Unsuccessful Contact.
"Still with {name}?" popped up
Nothing moved for 2 minutes. You have 30 seconds.
- Click I'm still here to keep the task.
- Finished? Click I'm still here, then Resolve & close. The window can't be dismissed.
- Click Release it, or let the countdown run out, and the task is released. OnePath agent: it goes back to To Do, a new Claim this task email goes out, and you land on No task is open. Account team: it goes back to To Do and you land on your task list.
A live call keeps the task, however long it runs.
→ The Still with them? window popped up
What do the statuses mean?
| Status | Means |
|---|---|
| To Do | Waiting for a person |
| In Progress | Someone has it open |
| Waiting Answer | Parked with Waiting answer or Remind me… until the customer's reply (or the reminder's time) |
| Done | Closed with a reason |
Where does a new task go?
- Billing, a price quote, a service the account doesn't offer, a customer it can't serve: always to the account's team.
- Anything else: to OnePath's agents if the account hands work to OnePath, otherwise to the team.
- A conversation the team already holds stays with the team.
Billing questions the AI hands over directly go to the Billing escalation list. A OnePath agent has no billing type: pick Other and write the ask in Details.
What each type means → Task Types Explained
Quick Tips
- ✅ Always close with the reason that matches how it ended.
- ✅ Waiting on the customer? Waiting answer. They asked for a set time? Remind me….
- ✅ Account team: check Mine before taking something new.
- ❌ Don't leave a task open while you step away. Park it, or click Release it; after 2 idle minutes the countdown starts.