First Day - Never Done This Before
5-Minute Quick Start
Five steps cover every task. Learn these and you can handle your first customer today.
Quick Answer - 30 Seconds
Every task: claim it → read the summary → Call or Send text → work the Next actions → Resolve & close.
Waiting on the customer? Use Waiting answer (or Remind me… for a set time) instead of closing.
Step 1: Get the task
If you're a OnePath agent: open the New task email and click Claim this task, then Claim. On a handoff call, open app.onepath.ai/human_force → Claim with token → type the 4 characters → Submit.
If you're on the account's team: open app.onepath.ai/human_force and click Take it, then Claim. The app's top bar has no Human Force link, so bookmark the address.
More detail: How to Claim a Task.
Step 2: Read the summary
At the top you see:
- the customer's name and the task type, for example Urgent Appointment Request;
- the service and the channel they came in on;
- the summary: one line saying what they need;
- how long they have waited, for example waiting 4m.
Below is the conversation: the messages and calls in the middle of the screen. Skim it so you don't ask the customer something they already said.
Step 3: Contact the customer
Use the box at the bottom of the conversation:
- Call rings the customer from your browser.
- Send text sends what you typed as a text message.
- The arrow next to Send text opens Answer on…: pick Email to send it as an email instead.
- Add note saves a note: only people working the task — OnePath and the business — see it; never the customer.
Step 4: Work the Next actions
The right column has two parts:
- On the record: the customer's phone, email and address. Contacts and Locations open drawers where you fix or add them. See Contacts and Addresses.
- Next actions: the open questions and steps, such as Can they authorize work? with No / Yes, or Book the visit with Book. A visit is the technician's appointment at the customer's address.
Answer the questions while you talk, so nothing is left to remember after the call.
Step 5: Finish the task
The buttons at the bottom of the right column decide what happens next:
| You want to… | Click |
|---|---|
| Close the task because it is done | Resolve & close, pick a reason, then Close the task |
| Wait for the customer's reply | Send a short text, then Waiting answer |
| Come back at a set time | Remind me… |
| Pass it to the account's team (OnePath agent) | Escalate to someone else. See Passing a Task On |
| Give it to a colleague (team member) | Assign teammate. See Assigning a Teammate |
| Put it back on your team's To Do list (team member) | Hand back, where it shows. See Passing a Task On |
| See or change the job and its booking | Manage opportunities. See Opportunities |
That's it. Next: First Task Walkthrough.
Quick Tips
- ✅ Read before you call. The summary and conversation save you questions.
- ✅ Answer Next actions during the call. You won't need to remember them later.
- ✅ Pick the honest close reason. The account reads it later.
- ❌ Don't leave the screen idle. After 2 minutes Human Force asks Still with Olivia?; click I'm still here.