System Problems - Something Broke
My task is gone
Your task didn't vanish. It went back to To Do, to someone else, parked until the customer replies, or to Done, and you can tell which from what you saw last.
Quick Answer - 30 Seconds
Check the idle window first: two minutes with no mouse or keyboard start a 30-second countdown. If it ran out, the task was released.
- OnePath agent: it went back to To Do and a new Claim this task email went out. Open it in the Five9 inbox → Claim.
- Account team: it's back on To Do. Open
app.onepath.ai/human_force→ To Do → Take it. Not there? Everything shows who has it.
Something else? Match what you saw last in the table below.
Nothing you saved is lost. Notes, messages and Next actions travel with the task.
What did you see last?
| You saw… | What happened | Where the task is now |
|---|---|---|
| Still with {name}? and you clicked Release it, or the countdown ran out | The idle window released it | Agent: To Do (new Claim this task email). Team: To Do |
| Your page jumped to No task is open or your list | You looked away and the idle countdown ran out, or someone else took it (see below) | Released as above, or with that person |
| Conversation escalated successfully | You used Escalate to someone else or Hand back | With the account's team, on To Do |
| Task assigned to {name} | You used Assign teammate | With that teammate |
| Task updated successfully after Waiting answer or Remind me… | You parked it | Waiting Answer |
| Task updated successfully after Resolve & close | You closed it | Done |
The idle window released it
Two minutes without mouse or keyboard opens Still with {name}?. After 30 seconds, or on Release it, the task is released:
- OnePath agent: it goes back to To Do and a new Claim this task email goes out.
- Account team: it goes back to To Do.
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.
→ The Still with them? window popped up
Someone else took it
When the task leaves you while you have it open, your page moves on its own: to No task is open for a OnePath agent, to the task list for the account team.
If you're a OnePath agent
Another agent claimed it with the 4-character token from a live handoff call. Claim with token takes the task from whoever holds it, so the agent with the customer on the line ends up with it.
You see No task is open. Wait for your next Claim this task email.
If you're on the account's team
Two ways a task leaves you:
- Someone claimed it with a token. A OnePath agent took the live handoff call for this customer.
- A teammate took over your assignment. Somebody assigned you the task, you never opened it, and a teammate took it from the list. Opening it now shows You cannot view this task because it is not assigned to you.
Check the list's Everything filter to see who has it now.
You passed it on
- Escalate to someone else (OnePath agents): the task goes to the account's team and their lists are emailed. You can't open it again.
- Hand back (account team, on a task that wasn't already handed to your team): the task goes back to your team's To Do list with the whole thread.
- Assign teammate (account team): the teammate gets an email and the task is theirs. You land back on your list.
You parked it
The task sits in Waiting Answer with no one holding it. When the customer writes, it comes back to whoever is free, not only to you. OnePath agents get a new Claim this task email. The account's team sees it under To Do.
- Waiting answer: if the customer never answers, it closes on its own.
- Remind me…: it also comes back at the time you picked.
It was closed
Resolve & close moves the task to Done, with the close reason you picked. The account team finds it under the Done filter.
Getting it back
If you're a OnePath agent
You have no list: the email is your queue. If the task was released, it went back to To Do and a new Claim this task email for it lands in the Five9 inbox. Click Claim before someone else does.
If you're on the account's team
Open your list at app.onepath.ai/human_force (there is no Human Force link in the top bar). Then pick the filter:
| Filter | Shows |
|---|---|
| To Do | Released and handed-back tasks nobody holds yet. Click Take it. |
| Waiting Answer | Tasks parked with Waiting answer or Remind me… |
| Done | Closed tasks |
| Mine | Open tasks you hold right now. Click Continue. |
| Everything | All of the above, plus tasks your teammates hold |
Quick Tips
- ✅ Read the message after an action - it tells you where the task went.
- ✅ Write a note before you step away - whoever picks it up reads it first.
- ✅ Account team: start from Mine - your open tasks are all there.
- ❌ Don't wait on a task that moved - pick up the next one; the message tells you where it went.