Learning More - Want to Improve
Best Practices
The habits that make a task go well, from the first read to the close.
Quick Answer - 30 Seconds
Every task, same order: read the summary → reach the customer → Add note → Save note → Resolve & close with the right reason.
Can't finish it? Pass it on, don't sit on it. Waiting on the customer? Waiting answer, or Remind me… for a set time.
These habits are the same for OnePath agents and the account's team. Where a step differs, it says so.
Read before you reach out
The customer already told the AI their story. Don't make them tell it twice.
- Read the summary at the top of the task.
- Scroll the conversation. Note what was promised and what was asked.
- Look at the Next actions. They list what is still open, like Add the service address or Can they authorize work?
- If the account uploaded a playbook, click View Playbook. It holds the account's own rules.
→ Understanding the Task Screen
Work the Next actions
Next actions are the checklist for this customer. Answer each one while you talk, not after.
| Next action | What to do |
|---|---|
| Add the service address | Add it before you book; dispatch needs it |
| Can they authorize work? | Ask on the call, then click Yes or No |
| Can we text them offers? | Ask once, then click Yes or No |
| Create the opportunity | Write down the problem the customer has |
| Book the visit | Pick a time the customer agrees to |
→ Contacts and Addresses · Opportunities · Booking Appointments
Stay with the task
After 2 minutes without a mouse move or a key press, "Still with {name}?" starts a 30-second countdown. Miss it and the task goes back to To Do.
- Stepping away? Finish, park, or pass the task on first.
- On a live call you are safe. The call keeps the task.
→ The Still with them? window popped up
Write down what comes next
The next person reads your notes before they reach the customer. Notes: only people working the task — OnePath and the business — see it; never the customer. A call lands as its own card with a summary, so note only what was agreed and what happens next.
A good note says what happened and what comes next:
Called, no answer. Sent a text with two times for Thursday. Waiting for the reply.
Spoke to the owner. Booked AC repair Tuesday 2–4 PM. Asked for a call when the tech is on the way.
Pass it on when you can't finish
Holding a task you can't finish keeps the customer waiting. Pass it on as soon as you know.
If you're a OnePath agent
Click Escalate to someone else and pick the type under What is it about. The type decides which list on the account's team is emailed. Write in Details what the next person needs to know. Billing, a refund or a price: pick Other.
If you're on the account's team
Click Hand back to put it on your team's To Do list (where it shows), or Assign teammate to give it to one person. Hang up first: you can't assign during a call.
Angry customer, a price, a refund or a manager? Assign teammate to the person who decides. Manager not on the account? Assign it to the account owner.
→ Passing a Task On · Assigning a Teammate
Park it with a real reason
The customer will get back to you, no set time? Click Waiting answer. Your last message should say what you need from them.
When the customer asks for a set time, click Remind me…. Make Why useful: it becomes a Next action for whoever picks it up.
- ✅ "Asked us to call Monday morning, after 9."
- ❌ "Call back."
If the customer writes first, the task comes back right away.
Close with the reason that's true
Click Resolve & close. The reason is what the account reads later, so pick how it ended for the customer.
- Booked a visit → Booked Job.
- Price was the problem → Fee Not Accepted.
- Tried and never reached them → Unsuccessful Contact.
- A question about a job they already have → one of the Existing Job reasons.
When the customer is upset
Listen first. Then do what is in your reach: book, reschedule, or pass it on with a clear note.
→ The Customer Is Angry · The Customer Wants a Manager
Quick Tips
- ✅ Read the summary and the conversation before every call.
- ✅ Answer Next actions while the customer is on the line.
- ✅ Note what was agreed and what comes next, even after a missed call.
- ❌ Don't guess a price or promise a time you can't book.
- ❌ Don't sit on a task you can't finish. Pass it on.