Common Questions - FAQ
Technical Questions
Short answers for when the screen says something you didn't expect.
Quick Answer - 30 Seconds
Odd message? → read it, it tells you who has the task or why not → check the table below.
Still broken? → refresh the page once → email support@onepath.ai with the task number.
Do I need to install anything?
No. Human Force runs in your web browser at app.onepath.ai. For calls, your browser needs your microphone: click Allow when it asks.
Does it work on a phone?
Yes. On a phone, the task splits into three tabs: Brief, Chat, and Actions.
The page says "No task is open"
You are a OnePath agent with no task right now. That's normal.
- The next task reaches you by email in Five9. Click Claim this task there.
- Took a live handoff call? Click Claim with token.
My token doesn't work
Open app.onepath.ai/human_force → Claim with token → type the 4 characters the AI read → Submit. Only 0–9 and a–f are used, so "Alpha Four Charlie Two" is a4c2.
Refused? Retype it once. Refused again? Tell the customer first: "I'm having trouble pulling up your request. I have your details, and we'll get back to you." Then email support@onepath.ai with the time of the call.
Messages when I open a task
| You see | What it means |
|---|---|
| {name} has this task. | Somebody else is working it |
| This task is currently in {status} status and cannot be claimed. | It is parked or done |
| This task is not yours to claim. | It belongs to an account you can't reach; for a OnePath agent, it's with the account's team |
| Finish the call first. | You tried to assign a teammate during a live call |
More messages → What this message means
A window says "Still with {name}?"
Nothing moved for 2 minutes. Click I'm still here within 30 seconds to keep the task. A live call keeps it either way.
→ The Still with them? window popped up
My task disappeared
Check the idle window first: if its countdown ran out, the task went back to To Do. On the account's team, a teammate may also have taken it over before you opened it.
The call won't connect
You see "Something went wrong with the call. Try again." Check that the browser may use your microphone, then try again.
Something else is broken
- Refresh the page once.
- Still broken? Email support@onepath.ai, or click Contact support at the foot of any Human Force email.
- Include the task number (for example TASK-1234), what you clicked, and what you saw.
→ Contact support · Quick fixes when Human Force acts up
Quick Tips
- ✅ Read the message. Many name who has the task or why not.
- ✅ Allow the microphone the first time you call.
- ✅ Send support the task number with every problem.
- ❌ Don't keep refreshing. Once is enough, then write to support.