First Day - Never Done This Before
First Task Walkthrough
Follow one task from start to finish. The example: Olivia's AC stopped cooling this morning, and she wants someone today.
Quick Answer - 30 Seconds
The whole task: claim → read the summary and conversation → Call Olivia → Book the visit → Resolve & close → Booked Job → Close the task.
In a hurry? The 5-Minute Quick Start has the short version.
Part 1: The task reaches you
If you're a OnePath agent
The New task email arrives in your Five9 inbox. It shows Olivia's name, phone, address and service, and a Summary:
AC stopped cooling this morning, house is at 92°F. Customer wants a same-day visit.
Click Claim this task. The Claim this task window opens and says how long Olivia has waited.
Click Claim. The task is now yours.
If you're on the account's team
Open your team's task list at app.onepath.ai/human_force. The app's top bar has no Human Force link, so bookmark the address. Find Olivia's row under To Do and click Take it, then Claim. See Your Team's Task List.
Part 2: Read before you act
The task screen opens.
Take 30 seconds:
- The header: Olivia's name, Urgent Appointment Request, the service and how long she has waited.
- The conversation: the messages and calls in the middle of the screen. Here, Olivia told the AI it is 92 inside.
- On the record: the phone, email and address you will use.
- Next actions: what is still open. For Olivia: Can they authorize work?, Can we text them offers? and Book the visit.
Now you know: call Olivia, check she can approve the work, and book the earliest visit. A visit is the technician's appointment at her home.
Part 3: Contact the customer
- Click Call in the box below the conversation. Allow the microphone if your browser asks.
- Introduce yourself and say why you are calling: "Hi Olivia, this is [your name] from [business name]. I'm calling about your AC."
- Use Mute if you need a moment. Click Hang up when you are done.
Can't talk now? Type a message and click Send text. To send an email instead, click the arrow next to Send text and pick Email under Answer on….
More: Call the Customer.
Part 4: Work the Next actions
While you talk:
- Can they authorize work? Ask Olivia if she owns the home or can approve the repair. Click Yes or No.
- Can we text them offers? Ask once. Click her answer.
- Book the visit: click Book and pick a time with her. See Booking Appointments.
Finished actions fold away under Show … already done, so the list only shows what is left.
Part 5: Leave a note
Click Add note under the message box, type what happened and click Save note. For example:
Called 2:15 PM. Owner, approved repair. Booked tomorrow 8–10 AM. Asked her to keep the thermostat off.
Notes: only people working the task — OnePath and the business — see it; never the customer.
Part 6: Close the task
- Click Resolve & close at the bottom of the right column.
- Pick how it ended. The window groups the reasons:
| 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 (scroll down in the window) |
- For Olivia, pick Booked Job.
- Click Close the task. Done.
Human Force takes you back to your start: a OnePath agent sees No task is open, a team member sees the list.
If it doesn't end with a close
| What happened | What to do |
|---|---|
| Olivia needs to check something and will text back | Text her "Thanks, text us when you know" → Waiting answer |
| Olivia asks you to call at a set time | Remind me…: pick when, write why, and who picks it up |
| Olivia wants a manager or a price other than the visit fee (OnePath agent) | Escalate to someone else. See Passing a Task On |
| Olivia wants a manager or a price other than the visit fee (team member) | Assign teammate to the person who decides; manager not on the account → the account owner |
| A colleague should take it (team member) | Assign teammate. See Assigning a Teammate |
| You can't reach Olivia | See I Can't Reach the Customer |
What's next
OnePath agent: wait for the next New task email. Team member: pick the next task from To Do.
Quick Tips
- ✅ Read the conversation first. Olivia already told the AI a lot.
- ✅ Answer Next actions on the call. It saves a second call.
- ✅ Write the note before you close. The next person starts from it.
- ❌ Don't close a task you are still waiting on. Use Waiting answer or Remind me… instead.