I Can't Reach the Customer

No answer is common. Leave a message, text them, and park the task until they reply.

First try: call, then write

1. Click Call. No answer? Leave a short voicemail:

"Hi, this is [your name] from [business name], about your [service] request. I'll send you a text too. You can reply there anytime."

2. Click Hang up.
3. Write to them in the message box under the conversation (the messages and calls in the middle of the screen) and click Send text. No mobile number? Pick the email under Answer on… and click Send email.

"Hi [first name], this is [business name]. We just tried to call about your [service] request. Reply here whenever suits you."

A text often gets an answer when a call doesn't.

Then: park it with Waiting answer

Don't sit and wait. After your text, click Waiting answer. No window opens.

The button stays greyed out until your text is the last message. A missed call alone doesn't count.

The task becomes Waiting Answer. If the customer never answers, it closes on its own. Meanwhile, the AI assistant can still follow up with them.

Nobody from your side calls them again after Waiting answer. Want a second call? Use Remind me… below.

Or: try again at a set time with Remind me…

Want to call again in two hours, or tomorrow morning? Park it with a reminder:

1. Click Remind me….
2. Pick When: In 2 hours for a second try today, Tomorrow 8 AM for the next morning.
3. Type the Why: "Called 2:15 PM, no answer, left voicemail and texted."
4. Pick Who picks it up: Me or Whoever is free.
5. Click Set the reminder.

It comes back to To Do when the customer writes back, or at the time you picked, whichever comes first.

Where the task shows up again

• OnePath agent: a new Claim this task email lands in the Five9 inbox. Whoever claims it first gets it.
• Account team: it's on your task list under To Do. Parked with Remind me… and picked Me? You also get an email, but any teammate can take it.

More on both buttons: Finishing a Task.

Still nothing? Close it

Tried again after a reminder and still no answer? Close it yourself:

1. Click Resolve & close.
2. Under Passed on, pick Unsuccessful Contact.
3. Click Close the task.

Wrong number or no way to reach them?

• The number is wrong or missing: look under On the record in the right column for another phone or an email. Nothing else there? Close with Unsuccessful Contact.
• It isn't a real customer: close with Spam/Junk.

Quick Tips

• ✅ Text after every missed call - many people answer texts, not calls.
• ✅ Write each attempt in the Why - the next person sees what was tried.
• ✅ Space out your tries - two calls in five minutes rarely help.
• ❌ Don't keep the task open while you wait - park it with Waiting answer.
• ❌ Don't close it after one missed call - park it with Waiting answer, or Remind me… to call again.