First Day - Never Done This Before
Welcome to Human Force
Human Force is where a person takes over when a customer needs more than the AI assistant can give. Today, that person is you.
Quick Answer - 30 Seconds
Your first hour: read the 5-Minute Quick Start → claim one task → follow the First Task Walkthrough → Resolve & close.
Everyone was new once. Take it one task at a time.
What a task is
A task is one customer who needs a person. It holds everything you need on one screen:
- who the customer is and how to reach them;
- the conversation: the messages and calls in the middle of the screen;
- a short summary of what they need;
- the Next actions: steps such as Book the visit. A visit is the technician's appointment at the customer's address.
You work the task until the customer is helped, then you close it with a reason.
How a task reaches you
If you're a OnePath agent
- A New task email arrives in your Five9 inbox.
- You click Claim this task, then Claim.
- On a handoff call, the AI reads you a 4-character token instead. Open
app.onepath.ai/human_force→ Claim with token → type the 4 characters → Submit.
You have no list. Your email is your queue.
A live handoff call keeps the task while it's connected. A call you dial yourself in Five9 or on your own phone doesn't: type a note or move the mouse, or after 2 minutes the Still with…? countdown starts.
If you're on the account's team
- Your team's tasks wait on a list at
app.onepath.ai/human_force. The app's top bar has no Human Force link, so bookmark it. - You click Take it, then Claim.
- Emails bring you there too: Task for Your Team, Customer Wrote Again, Task assigned and the morning and end-of-day summaries.
Details for both: How to Claim a Task.
What you do on every task
- Read the summary at the top and the conversation below it.
- Contact the customer: Call, Send text or email.
- Work the Next actions in the right column, such as booking the visit.
- Finish: Resolve & close with a reason, or Waiting answer if you are waiting on the customer's reply (Remind me… for a set time).
Stuck? A OnePath agent uses Escalate to someone else. A team member uses Hand back or Assign teammate. See Passing a Task On.
Start here
5-Minute Quick Start
The five things you do on every task.
First Task Walkthrough
One real task, from the email to Resolve & close.
How to Claim a Task
Email, token or your team's list.
Emails You Get
What each Human Force email means.
It's okay to…
- ✅ Ask a colleague. They have all had a first task.
- ✅ Take your time on the first one. Speed comes with practice.
- ✅ Pass a task on. Escalating or assigning a teammate is part of the job.
- ❌ Don't leave the screen idle. After 2 minutes Human Force asks if you are still there; answer I'm still here.