Task Types Explained - OnePath Help

Every task has a type. It tells you at a glance why the customer needs a person.

Quick Answer - 30 Seconds

Open the task → read the type next to the customer's name → read the summary under it → help with what they need.

The type is a starting point, not a rule. If the customer needs something else, help with that.

The task types at a glance

Type	The customer…	Usually ends with
Complaint	is unhappy with a service or a visit	a new visit, or passed on: Escalate to someone else (agent), Assign teammate (team)
Urgent Appointment Request	needs someone out soon	Booked Job or No Availability
Follow-up	asked to be called back, or has an open question	depends on what they need
Property Owner Verification	may not own the property	Booked Job or Not Property Owner
Appointment Reschedule	wants to move a visit	Existing Job Reschedule
Appointment Cancel	wants to cancel a visit	Existing Job Cancellation
AI Failed	was left mid-conversation by the AI assistant	depends on what they need
Message Sending Failed	didn't get a message we sent, because it failed to deliver	depends on what they need
Job Application	wants to work for you, not a service	General Message, once your hiring team has it
Other	needs a person for any other reason	depends on what they need

The last column lists close reasons from Resolve & close. See Finishing a Task.

Complaint

The customer is unhappy: a late technician, a repair that didn't hold, a bill they don't understand. Listen first, using the steps in The Customer Is Angry.

Fix what you can, like a new visit. Refunds, credits and disputes belong to the business, so pass them on:

OnePath agent: Escalate to someone else → Other under What is it about → write the ask in Details.
On the account's team: Assign teammate to the person who decides.

See Passing a Task On.

Urgent Appointment Request

The customer needs someone out today or very soon: no heat, no cooling, a leak. Book the earliest visit you can find (a visit is the technician's appointment at the customer's address). Nothing soon enough? Offer the earliest one, and close with No Availability if they say no.

Follow-up

The customer asked to be called back, or a conversation needs another touch. Read the conversation (the messages and calls in the middle of the screen) and Next actions first, so you know what was already promised.

Property Owner Verification

The person you're talking to may not own the property, so someone else may have to approve the work. Ask on the call. If they can't approve it, close with Not Property Owner.

Appointment Reschedule and Appointment Cancel

The customer wants to move or cancel a visit already on the calendar. Click Manage opportunities, then Reschedule or Cancel the visit on the booked card. Confirm the new time (or the cancellation) with the customer. See Booking Appointments. Close with Existing Job Reschedule or Existing Job Cancellation.

AI Failed

The AI assistant couldn't finish the conversation, for example when a call dropped on its side. The customer may be waiting for a callback. Read what was said, then call or write.

Message Sending Failed

A message to the customer failed to deliver, and OnePath found no other way to get it to them. When an email fails and the customer has a mobile number, OnePath texts them the same words instead and no task opens. Check the number or email in On the record, then try another way to reach them.

Job Application

Someone asked about working for you, or filled in a hiring form. The AI assistant took down the role they want, their experience, the area they can work in and how to reach them, and handed it to your Recruiting escalation list. It promised nothing and asked for no resume. Only your team gets these tasks, never OnePath's agents, and the person is not counted as a lead.

Other

Anything that doesn't fit above, including a customer who simply asked for a person. Read the summary and the conversation, then help with what they need.

Task statuses

Status	Means
To Do	Waiting for someone to take it
In Progress	Someone holds it right now
Waiting Answer	Parked with Waiting answer or Remind me… until the customer's reply (or the reminder's time)
Done	Closed with a reason

Quick Tips

✅ Read the summary before you call - it tells you more than the type.
✅ Help with what the customer needs now - even if the type says something else.
✅ Pick the close reason that matches the ending - not the task type.
❌ Don't pass on a Complaint you can fix - a new visit is often enough.