First Task Walkthrough

Part 1: Getting the Task

You Get an Email

Five9 sends you an email when a task needs attention.

Subject: "A new task requires attention"

The email shows:

• Customer name and phone number
• Address
• What service they need
• A summary of their request
• A link to claim the task

Click the Link

Click the link in the email. You'll land on the task page.

Important: You must be logged into HumanForce first. If you're not logged in, log in and click the email link again.

Claim the Task

You'll see the task details and a "Claim Task" button at the top.

Click "Claim Task".

Now the task is yours:

• Other agents can't claim it
• It shows in your queue
• The inactivity timer starts (you have 2 minutes to start working)

Part 2: Understanding What You See

After claiming, you'll see a split-screen layout.

Left Side: Task Information

• Customer info - Name, phone, address
• AI Summary - What the customer needs (read this first!)
• Sub-tasks - Your checklist of things to do
• Notes - Previous notes from the system or other agents

Right Side: Conversation & Actions

• Conversation history - What's already been said
• Communication widget - Bottom right, for calling/texting/emailing

Part 3: Read Before You Act

Before contacting the customer, read:

1. AI Summary - Tells you exactly what the customer needs
2. Conversation history - What's already been discussed
3. Sub-tasks - What you need to accomplish

Example AI Summary:

"Customer requested plumbing service for a clogged drain. Did not select a time slot. Needs to schedule an appointment."

Now you know: Call the customer and book an appointment.

Part 4: Contact the Customer

Find the Communication Widget

Look at the bottom right corner. You'll see a button (usually says "Text Message").

Click it to see your options:

• Call - Best for most tasks
• Text - Quick questions or confirmations
• Email - Detailed information

Make the Call

1. Click Call
2. Your browser asks for microphone permission → Click Allow
3. The call connects
4. Talk to the customer, solve their problem

First thing to say:

"Hi, this is [Your Name] calling from [Company]. I'm calling about your service request. Is this a good time?"

Part 5: While You're Working

Check Off Sub-Tasks

As you complete each item, click the checkbox next to it.

Example sub-tasks:

• ☐ Contact customer
• ☐ Confirm service needed
• ☐ Schedule appointment
• ☐ Confirm appointment details

Checking these off:

• Shows your progress
• Counts as activity (prevents timeout)
• Helps the next person if they need to take over

Add Notes

Click the Notes section and add what's happening:

Good note example:

"Called customer at 2:15 PM. Scheduled plumbing appointment for Tuesday 10 AM. Customer confirmed."

Why notes matter:

• If someone else gets this task later, they know what happened
• Helps account team if task gets escalated
• Covers you if there's a question later

Part 6: Finishing the Task

When you've helped the customer, it's time to close the task.

Option A: Resolve & Close (Most Common)

Customer is happy, problem solved.

1. Click "Resolve & Close" button
2. Select a reason:
   • Booked Job - You scheduled an appointment
   • Provided Information - You answered their question
   • Issue Resolved - You fixed their problem
   • Unsuccessful Contact - Couldn't reach them after trying
3. Done! Task is closed.

Option B: Escalate

Can't solve it? Need help? Escalate the task.

Option C: Wait for Customer Response

Customer said "I'll call you back" or needs to check something?

1. Click "Wait for Customer Response"
2. Task goes on hold
3. When they respond, it comes back to you (or another agent)

Part 7: What's Next?

Task is done. Now what?

1. Check your email - Another task might be waiting
2. Take a breath - You just completed your first task!
3. Repeat - Same process for every task

If Something Goes Wrong

Quick Reference

The flow:

1. Email → Click link → Claim
2. Read AI summary + conversation
3. Contact customer (call/text/email)
4. Check off sub-tasks as you go
5. Add notes
6. Resolve & Close

You've got this!