Tasks

Tasks are the work a conversation creates. Most of them write themselves: when a customer asks for something the agent can't finish alone, the task is already on the board before anyone reads the message.

Tasks that create themselves#

When an inbound message arrives, the agent identifies what the person actually wants - and a message often contains more than one thing. Each intent becomes a sub-task under a single parent for that conversation.

Auto-created tasks are marked with their channel source - email, WhatsApp, Instagram, website or voice - and carry a sparkle icon so they're distinguishable from work someone typed in.
They link back to the exact message that caused them, so you can always read the original.
They're assigned to whoever the conversation is assigned to, which is where routing rules do their work.
A follow-up message doesn't create a duplicate - it appends to what's already open.

Dedupe is per lead, not per message

The agent looks for the latest open task for that lead and adds to it rather than opening a second one. A customer who sends four messages in an afternoon produces one thread of work, not four.

Epics & sub-tasks#

Type	What it is
Epic	One per conversation. Titled and summarised from what the customer asked for, it's the container everything else hangs off.
Sub-task	One per intent - the demo request, the pricing question, the integration query. This is where the actual work is tracked.

Manual tasks use the same shapes, so a piece of work you invented sits alongside one the agent found without looking foreign.

Creating one yourself#

1Open Workspace → Tasks and click New task.
2Give it a title and description.
3Set priority - low, medium or high - and a due date if it has one.
4Assign it to someone, or leave it unassigned for triage.
5Link it to a lead or a conversation if it belongs to one.

What's on a task#

Field	Notes
Number	A per-workspace reference you can quote in conversation.
Status	To do, In progress, Done.
Priority	Low, medium, high.
Assignee	One person, or nobody.
Due date	Optional. Overdue tasks surface in filters.
Source	Manual, or the channel that generated it.
Lead / conversation	What it's about - clicking through opens the thread.
Team	Which team owns it, when teams are in use.
Custom fields	Sprint, story points, labels - whatever your process needs.

List & board#

Switch between a list and a kanban board of To do / In progress / Done.
Drag a card between columns to change status. The same cycle applies to the quick status control in list view.
Tabs count what's in each bucket, including how many were agent-created.
Filter by assignee, priority, due date, lead, team or source.
Open any task for its full detail, its parent or sub-tasks, and its history.

Comments & mentions#

Comments are the running log: progress, questions, decisions. Mention a teammate to notify them. The agent also posts system comments when a customer adds something new to an existing request, so the task stays current without anyone transcribing the thread.

Turning it down#

If auto-created tasks are more noise than help, they can be tuned rather than tolerated:

Switch off auto-task creation for an agent entirely.
Skip task creation on conversations that have already reached a lost stage.
Only create tasks when a routing rule matches, so unqualified traffic doesn't generate work.
Turn auto tasks off for one conversation from the inbox automation card.

Getting value from it

Triage the unassigned column daily - unassigned auto-tasks are the ones nobody has noticed.
Let the epic hold the context and work the sub-tasks. Closing an epic with open children hides real work.
If the board fills with trivial tasks, tighten the creation filters rather than deleting them one by one.

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