System Problems - Something Broke
What this message means
Find the words you saw, read what they mean, do the one thing in the right-hand column.
Quick Answer - 30 Seconds
To clear a message: press Ctrl+F (or Cmd+F) → type two or three words you saw → follow that row.
Many of these messages mean the task moved, not that something broke. Something really broken goes to support: see Contact support.
Opening or claiming a task
| You see | What it means | Do this |
|---|---|---|
| {name} has this task. | Somebody else holds it. | Nothing. Wait for your next task. |
| This task is currently in Waiting Answer status and cannot be claimed. | It's parked with Waiting answer or Remind me…. | Nothing. It returns when the customer writes or the reminder is due. |
| This task is currently in Done status and cannot be claimed. | It was closed. | Nothing. |
| This task is not yours to claim. | It belongs to an account you can't reach. | OnePath agents: it's with the account's team. Account team: check you're signed in as yourself. |
| You cannot view this task because it is not assigned to you. | It's held by someone else now. | Account team: find it under Everything. |
| You must be an agent to access this page | Your login has no access to Human Force. | Account team: ask your account admin to check your invitation was accepted. |
Claiming with a token
OnePath agents only, after a live handoff call. Open app.onepath.ai/human_force → Claim with token → type the 4 characters the AI read → Submit. The AI reads them in NATO words: "Alpha Four Charlie Two" is a4c2.
| You see | What it means | Do this |
|---|---|---|
| Enter 4 hexadecimal characters (0-9, a-f) | The hint under Token. Tokens use only 0–9 and a–f. | Type the four characters you heard, for example 3fa9. |
| Token not found or invalid | A character is wrong, or the token is older than 15 minutes. | Retype it once. Refused again? Email support (below). |
| This account does not hand tasks to OnePath | The account's own team works its tasks. | Nothing to claim. The team has it. |
| This task is with the account's own people | It was already handed to the account's team. | Nothing to claim. The team has it. |
Refused twice and the customer is still on the line? Tell them first:
I'm having trouble pulling up your request. I have your details, and we'll get back to you.
Write down their name, number and what they need. Email it to support@onepath.ai with the time of the call. A live-handoff task sends no email, so support is the only way to find it.
Working on the task
| You see | What it means | Do this |
|---|---|---|
| You cannot make a call for this task. The task must be assigned to you and in progress. | The task left you, or it's no longer In Progress. | Reload the page. If you land on your list or No task is open, see My task is gone. |
| You cannot send a message for this task. The task must be assigned to you and in progress. | Same as above. | Same as above. |
| You cannot add a note to this task. The task must be assigned to you and in progress. | Same as above. | Same as above. |
| You cannot modify this task because it is not assigned to you. | You tried to close or park a task that isn't yours any more. | Same as above. |
| Finish the call first. | You clicked Assign teammate during a live call. | Click Hang up, then assign. |
| You cannot assign this task because it is not yours. | Only the person holding a task can assign it. | Ask the holder to use Assign teammate. |
| This customer has another open conversation. Their replies arrive there. | A warning, not an error. You have the task, but the customer's answers land in their other conversation. | Keep working. Expect replies there, not here. |
Calling, booking and sending
| You see | What it means | Do this |
|---|---|---|
| Something went wrong with the call. Try again. | The call couldn't start, or it dropped. | Allow the microphone for this site, reload, click Call again. See Phone Not Working. |
| No channel available to send reply | Shown next to the send button. The customer has no mobile number and no email on the record. | Add one under On the record in the right column, then send. See Contacts and Addresses. |
| We couldn't load availability right now. Please try again! | The account's scheduling system didn't answer. | Click Retry availability. The caller is still on the line, so retry first. |
| Availability is still unavailable after retry. | It failed twice. | Under Tell us what happened, write what you saw and click Submit report. Then see No Appointments Available. |
| We couldn't load memberships right now. Please try again! | Use membership couldn't reach the account's system. | Wait a moment and open Use membership again. |
| Channel not found. Please add a contact first | The customer has no phone or email to send to. | Add their mobile number or email, then send again. See Sending Messages. |
Messages that mean it worked
You may see these and wonder. All good:
| You see | After |
|---|---|
| Task claimed successfully | Claim or Take it |
| Activity continued successfully | I'm still here |
| Task released | Release it |
| Task updated successfully | Waiting answer, Remind me… or Resolve & close |
| Conversation escalated successfully | Escalate to someone else or Hand back |
| Task assigned to {name} | Assign teammate |
| Failure report submitted successfully. | Submit report |
A message that isn't here
- Take a screenshot with the whole message.
- Reload the page once.
- Still there? Email it to support@onepath.ai. See Contact support.
Quick Tips
- ✅ Search this page for the exact words - every row uses the app's wording.
- ✅ Reload once before anything else - a task that moved shows up correctly after a reload.
- ❌ Don't keep clicking the same button - if the task moved, it won't come back that way.