Specific Problems - This Happened
The Still with them? window popped up
Nothing moved on your task for two minutes, so Human Force is asking if you are still there. You have 30 seconds to answer.
Quick Answer - 30 Seconds
To keep the task: click I'm still here → the window closes → keep working.
Finished? The window can't be dismissed. Click I'm still here, then Resolve & close.
Countdown already ran out on a finished task? OnePath agent: the new Claim this task email → Claim → Resolve & close. Account team: To Do → Take it → Claim → Resolve & close.
Can't keep working? Release it and somebody else picks the task up.
What you see
A window titled Still with {first name}?, with the customer's first name in it. It says:
Nothing has moved for two minutes. It goes back to the list in 30s so somebody else can pick them up.
The number counts down every second. The window has two buttons and no close button:
| Button | What happens |
|---|---|
| I'm still here | You keep the task. The two-minute clock starts again. |
| Release it | OnePath agent: the task goes back to To Do, a new Claim this task email goes out, and you see Task released on No task is open. Account team: the task goes back to To Do and you see Task released on your list. |
| (nothing, countdown hits 0) | Same as Release it: the task is released and your browser moves to No task is open or your list. |
Why it appeared
Human Force watches the task page for mouse movement and key presses. Two minutes with neither, and the window opens.
Things that do not count as activity:
- Reading without moving the mouse.
- Working in another tab or another program. A hidden tab never counts.
- A call you dial yourself in Five9 or on your own phone. Only a call placed from the task with Call, or the live handoff call, keeps the task (see below).
Took a live handoff in Five9 and claimed the task with the token? A live handoff call keeps the task while it's connected. A call you dial yourself in Five9 or on your own phone doesn't: type a note or move the mouse, or after 2 minutes the Still with…? countdown starts.
"I'm on a call": the call keeps it
While a call from the task, or the live handoff call you claimed the task from, is connected, Human Force does not take the task away, however long the customer talks.
After the call ends, the window can open sooner than two minutes. Move the mouse or start your note right away.
The task timed out: where did it go?
The task was released with its whole thread, notes and Next actions. Nothing you saved is lost.
If you're a OnePath agent
- Your browser shows No task is open.
- A new Claim this task email goes to the Five9 inbox for the same task.
- If nobody has taken it yet, open that email and click Claim to get it back. Was it finished? Close it right away with Resolve & close.
If you're on the account's team
- Your browser goes back to your task list.
- The task is on To Do again.
- Click Take it on its row to pick it back up, if a teammate hasn't. Was it finished? Close it right away with Resolve & close.
More on finding a task: My task is gone.
I need to step away from a task
The window protects the customer, not you. Instead of letting it run out:
- The customer will get back to you: send a short text, then click Waiting answer. The task waits in Waiting Answer and comes back as soon as the customer writes. Need it at a set time? Use Remind me….
- You can't finish it and someone else should: click Release it (or let the countdown end) so the task is free right away.
- It's done: use Resolve & close.
How each one works: Finishing a Task.
Quick Tips
- ✅ Write your note while you work - typing counts as activity.
- ✅ Call from the task - a live Call keeps the task for as long as it lasts.
- ✅ Use Waiting answer for a wait - not an idle tab.
- ❌ Don't park the task in a background tab - a hidden tab never counts.
- ❌ Don't click Release it to make the window go away - that gives the task up.