No Appointments Available

No window for the customer, or the calendar won't load at all. Here's what to do in each case.

The days the customer wants are full

1. Look at the day captions. A full day has no windows left.
2. Click the nearest open days. Each shows how many windows it still has.
3. Use the Next month arrow if this month is full.
4. Offer the customer two or three windows.

Tuesday is fully booked. I can do Wednesday between 8 and 10, or Thursday between 1 and 3. Which works better?

It's urgent and every day is full

When OnePath rates the job Urgent (an Urgent chip on the card), some services show a Force Overbook switch on the calendar. Full days then show overbook windows.

Use it only for a real emergency: no heat, no AC in a heatwave, water coming in. A red warning reminds you that dispatch has to move something to fit the visit.

No switch? The service or the opportunity doesn't allow it. Offer the nearest window.

The customer can't take any window

1. Write down what you offered: Add note → "Offered Wed 8–10, Thu 1–3. Customer needs this week only."
2. If they want a call back when their schedule changes, use Remind me…. The task waits and comes back at the time you pick, or when the customer writes.
3. If they don't, close the task: Finishing a Task → No Availability.

The calendar won't load

1. You see We couldn't load availability right now. Please try again!
2. Click Retry availability.
3. Still failing? You see Availability is still unavailable after retry. If the account has a Service escalation email list, OnePath emails it right away.
4. In Tell us what happened, write one line: the service, the ZIP, what you clicked.
5. Click Submit report. No time? Skip.

You see Failure report submitted successfully. Ask the customer which days and times suit them, then pass the task on. Don't close it: closing calls nobody back.

If you're a OnePath agent

1. Tell the customer: "Our scheduling system isn't answering right now. I'm passing your request to the team at [business name] with the times you gave me."
2. Click Escalate to someone else.
3. Under What is it about, pick Follow-up. The rule for any case: upset customer → Complaint, even if they also want a manager or a price; write every ask in Details. Only a price, refund or bill → Other. Can't book → Follow-up.
4. In Details, write the service and the times: "Calendar won't load. Wants a tune-up, Wed or Thu morning."
5. Click Escalate.

If you're on the account's team

1. Tell the customer: "Our scheduling system isn't answering right now. We'll call you back to book."
2. Click Remind me… and pick When: In 2 hours, or the time the customer gave you.
3. In Why, write the times: "Calendar down. Wants Wed or Thu morning."
4. Click Set the reminder.

The task comes back at that time, or as soon as the customer writes. Then try the calendar again.

If the calendar fails on every task, email support@onepath.ai.

Quick Tips

• ✅ Check next month before you say "nothing available".
• ✅ Retry once before you report - the caller is still on the line.
• ✅ Note what you offered - the next person won't offer the same windows again.
• ❌ Don't promise a window you can't see in the calendar.
• ❌ Don't force an overbook for a visit that can wait.