A Query is easiest to work when you understand its three key areas:
Query details
History
Linked financial records
To update a field (for example, owner or due date), click the field in the details panel and select the new value. If you need to change the Query owner, you can do so from this panel.
Query details (right sidebar)
The Query details sidebar is the control center for the Query's metadata. It shows:
Customer context
Linked invoices
AI-generated summary
Assigned owner
Core properties: priority, category, status, and due date
To update a field (for example, owner or due date), click the field in the details panel and select the new value.
Query History (timeline)
History provides a curated, per-Query timeline. Instead of scrolling through the customer's entire lifetime history, it isolates only the communications and events relevant to this specific case.
History can be viewed in collapsed or expanded mode, depending on the level of detail you need. If an event has been linked incorrectly, you can move it to the correct Query.
When you're ready to respond to a customer, you can reply directly from the History timeline or create a new Action.
How events and invoices get linked
Kolleno links information in two layers:
AI linking – analyzes communications to match them to the right Query (learn how Queries are created and linked)
Cascade linking – automatically pulls in related financial records (invoices, credit notes, payments) mentioned in those communications to provide full context.
If the AI makes a linking mistake, you can easily correct it by moving the History event.