Queries are designed to capture customer issues as they arise and route them to the right team member.
Understanding when a Query is created and how assignment works helps you stay organized and ensures no customer request falls through the cracks.
When is a new Query created?
Queries are currently created primarily from incoming customer emails. Kolleno uses AI to analyze the email content, thread identifiers, and any mentioned invoices to determine whether the message belongs to an existing open Query or whether a new Query should be created.
What are "My queries" and "All queries"?
My queries is your personal workspace. It includes Queries where you are the Owner or where you've been assigned Actions.
All queries is an organization-wide view. It's especially useful for managers to monitor team workload and ensure customer requests aren't missed.
How are Queries assigned automatically?
Queries are auto-assigned to you if you are the account owner for that customer in Kolleno.
Important Note
If you reply to a customer email from Task Manager, that inbound email will be removed from the Collector Tasks view.