Query priority, category, and due date help you organize and prioritize your workload.
While Kolleno's AI suggests categories automatically when Queries are created, you retain full control to adjust these fields based on your team's needs and workflow. All of these properties can be found in the Query details panel.
How to set Query priority
Priority can be set to Critical, High, Medium, or Low.
Open the Query.
Navigate to the Query details panel on the right.
Click the Priority field.
Select the appropriate priority level.
Priority helps you focus on the most urgent cases first. In future releases, this will also feed AI to suggest priorities automatically.
How to assign a category to a Query
Categories (such as Invoice Dispute, Promise to Pay, Payment Clarification) are suggested by AI based on the content of customer communications, but you can adjust them manually.
Open the Query.
Navigate to the Query details panel on the right.
Click the Category field.
Select the correct category from the dropdown.
Available categories include:
Category | Short Description | Key Indicators |
Invoice Dispute | Disagreement over invoice accuracy or amounts. | "Wrong amount," "overcharged," "incorrect." |
Promise to Pay | Concrete commitment to pay on a specific date. | "Will pay Friday," "paying on the 15th." |
Payment Clarification | Questions about how/where to pay or line item details. Invoice Dis | "Bank details?", "What is this charge?", "Balance?" |
Payment Delay | Proactive notice of delay without a specific date. | "Waiting for finance," "Cash flow issues." |
Bounced / Chargeback | Payment failure or reversal (High Priority). | Direct debit bounce, NSF, credit card reversal. |
Credit Note Request | Request for credit due to returns or service issues. | "Damaged goods," "Return," "Missing discount." |
Missing Payment | Payment sent but not reflected in the account. | "Sent proof," "Payment not showing," "Reconcile." |
Communication Issue | Contact details are invalid or the contact has left. | Bounced emails, wrong number, person left company. |
General Query | Miscellaneous tracking for unclassified messages. | Use when no other category clearly fits. |
Automated Response | System-generated replies (No action needed). | OOO, auto-replies, delivery receipts. |
If your company requires different categories, contact Kolleno support categories can be customized using custom AI prompting.
How to set a Query due date
You can set a Due Date to track when a case should ideally be resolved.
Open the Query.
Navigate to the Query details panel on the right.
Click the Due Date field.
Choose a date using the date picker.
Due dates help you stay on top of time-sensitive cases and provide visibility into upcoming deadlines.