System Problems - Something Broke
Contact support
Support is for Human Force not working as it should. A customer situation is not a support case: it has its own buttons.
Quick Answer - 30 Seconds
To reach support: email support@onepath.ai, or click Contact support at the foot of any Human Force email → include the task number and what you saw → send.
Customer upset, asking for a price or a manager? That's not support. OnePath agent: Escalate to someone else. Account team: Assign teammate.
Is it support, or is it the customer?
| What's happening | Who handles it |
|---|---|
| A button does nothing, a page won't load, a message won't send | Support |
| An error you can't find on What this message means | Support |
| You can't make or hear a call after the checks in Phone Not Working | Support |
| The customer is angry, wants a price, wants a manager | Not support. See The Customer Is Angry, Customer Asks About Pricing, The Customer Wants a Manager |
| The task moved and you can't find it | Not support. See My task is gone |
| Appointment times won't load | Click Retry availability, then Submit report on the task. See No Appointments Available |
How to reach support
Two ways, same inbox:
- Email support@onepath.ai.
- Click Contact support at the foot of any Human Force email: the new-task email in the Five9 inbox, Task for Your Team, Customer Wrote Again, Task assigned, or a summary email. It opens a new email to the same address.
What to put in the email
With the task number, support can open the same task you saw. Copy this:
Task: TASK-1234
What I was doing: clicking Send text to the customer
What I saw: "You cannot send a message for this task..."
When: today, 2:40 PM
Browser: Chrome
Already tried: reloaded the page once
Where to find each piece:
- Task number: in the subject and title of the task's email (
Task #1234,TASK-1234), and in the task's address: the number after/human_force/tasks/. - What you saw: the exact words. A screenshot is better.
- When: the time on your clock. Support finds the moment in the task's history.
While you wait
The customer comes first. Don't sit on a broken task.
If you're a OnePath agent
- Click Add note, write what broke, click Save note.
- If you can't help the customer, use Escalate to someone else so the account's team takes over.
If you're on the account's team
- Click Add note, write what broke, click Save note.
- If a teammate can carry on, use Assign teammate. Otherwise Hand back, where you see it, puts it on your team's To Do list.
Quick Tips
- ✅ Always include the task number - support finds the task by it.
- ✅ Paste the exact words - "it didn't work" can't be searched.
- ✅ Leave a note on the task - the next person sees what happened.
- ❌ Don't email support about a customer's complaint - pass the task on instead.