Learning More - Want to Improve
Understanding the Task Screen
Every task opens on the same screen: who the customer is at the top, the conversation in the middle, and what to do next in the right column.
Quick Answer - 30 Seconds
Top: who it is, what type of task, how long they've waited, and the summary. Read the summary first.
Middle: the conversation, and the box to text, email, call or add a note.
Right column: On the record → Next actions → the buttons that finish the task.
Drawers slide in from the right and close with ×. The task stays open behind them.
1. The task head
The strip across the top tells you who and why, in one glance:
- The customer's name. Unknown caller when there is no name yet. Point at it and click the pencil to fix it. See Contacts and Addresses.
- Two labels next to the name. The conversation's status (for example Active) and the task type (for example Follow-up). Each type is explained in Task Types Explained.
- The waiting timer. "waiting 11m" in orange: how long the customer has waited for a person. After a day it shows the date the task was handed over instead.
- The line under the name. The service, the channel the customer came in on, and the campaign if there is one.
- The summary. What the customer wants, written by the AI assistant (Amy by default). It is the fastest way into the task.
2. The conversation
The conversation is the messages and calls in the middle of the screen, oldest at the top:
- Customer messages on the left, the AI assistant's and your side's on the right, each with a name and time.
- Small grey lines for what happened in between, such as Task opened or an address check.
- Notes: only people working the task — OnePath and the business — see it; never the customer.
3. The message box
At the bottom of the conversation:
- Type your message… then Send text (or Send email). The arrow next to it picks the channel and the contact.
- Call rings the customer from your browser.
- Add note turns the box into an internal note → Save note. Reply instead switches back.
More in Sending Messages, Phone Calls and Adding Notes.
4. On the record
The top of the right column: the customer's phone, email, the address of this job, and whether they agreed to get offers by text (their marketing consent). The links Contacts and Locations open drawers where you add or change them.
Labels on the address tell you the location type (for example Residential) and whether someone there can approve work (Authorized). Details in Contacts and Addresses.
5. Next actions
Your checklist for this task, with "N left" at the top. Each row has its own button:
- Questions to ask: a number, a name, an address, Can they authorize work?, Can we text them offers?
- Create the opportunity, then Book the visit. A greyed-out row tells you what has to come first.
- Steps your team added by hand, and a field to add your own.
Show N already done opens what is finished. Opportunities and booking are covered in Opportunities and Booking Appointments.
6. Finishing the task
The bottom of the right column always stays in view:
| Button | What it does |
|---|---|
| Create the opportunity / Manage opportunities | Opens the opportunity and booking drawer |
| Resolve & close | Ends the task with a reason. See Finishing a Task |
| Waiting answer | Parks the task until the customer replies. Greyed out until your text or email is the last message. A call doesn't count |
| Remind me… | Parks the task and brings it back at a set time |
| View Playbook | The account's playbook, when one is uploaded |
The last row depends on who you are.
If you're a OnePath agent
Escalate to someone else passes the task to the account's team. See Passing a Task On.
If you're on the account's team
Hand back returns the task to your team's To Do list. Assign teammate gives it to a named colleague. See Passing a Task On and Assigning a Teammate.
Hand back only shows when the task was not handed to your team in the first place.
Drawers and windows
Contacts, Locations and opportunities open as drawers from the right. The conversation stays visible behind them. Close one with × or Back; nothing you saved is lost.
Resolve & close and Remind me… open a window in the middle of the screen. Click Cancel to leave without changing the task.
When you step away
After 2 minutes without mouse or keyboard you are asked "Still with {name}?". Click I'm still here to keep the task. See The Still with them? window popped up.
Quick Tips
- ✅ Read the summary before the conversation. It saves scrolling.
- ✅ Work Next actions top to bottom. Locked rows open once the step above is done.
- ✅ Check the address labels before you book.
- ❌ Don't keep the customer's details in a note. Put them On the record so the next person sees them.