You resolve Queries by creating Actions. Actions can be customer replies, internal tasks, or steps assigned to teammates.
Task Manager makes it easy to take action directly within the Query context.
Create an Action
Open the Query you want to work on.
Click New Action.
Draft your reply or create the action you need.
Confirm recipients (for replies). Kolleno will prefill recipients based on the Query's history.
Send/Save the Action.
Add multiple Actions
You can add a new action at any time by clicking the "New Action" button.
Assigning Tasks: You can assign the action to yourself or another team member, set a due date, and add specific instructions.
Collaborative Logic: Even if you aren't the original "Owner" of the query, the system now allows you to create actions to ensure the resolution stays on track.
Status Impact: Once a new action is saved, the query status should automatically update (e.g., to "Waiting" or "In Progress") to reflect that a new step is underway.
Reply to a specific message in the timeline
If you need to reply to a different message within the same Query, go to History and click Reply on the relevant historical event.
This opens a new Thread Reply tab so you can manage multiple active conversations within the same case.
