Key Concepts
Before diving into how the Task Manager works, here's a quick reference for the main building blocks.
Core Objects
Object | Definition |
Task | The core unit of work. Represents a customer issue or request. Container for all related communications, actions, and financial records. |
Timeline Event | Any communication or record linked to a task (emails, calls, notes, invoices, etc.). |
Task Trigger Badge | A marker on a timeline event indicating it caused a task or action to be created. |
Task Type Icon | The icon and label shown next to each task in the task list. The icon reflects the most recent activity on the task: it shows the icon of the last action on the task, and if the task has no actions, it shows the icon of the last event type — for example, an envelope when the latest event is an email received.
This makes it easy to see at a glance what kind of item you're looking at and what most recently happened on it. |
Task Status | The current global state of the task within its lifecycle. |
Task Priority | Urgency ranking. Can be set manually or suggested/set by AI. |
Task Category | Classification of the type of issue. Drives which AI playbook for suggestions is used. |
Task Owner | The primary user responsible for overall resolution. |
Action | A specific unit of work within a task. |
AI Summary | An AI-generated short description of the current state of the task. Refreshes automatically. |
Collaborator / Action Assignee | A user added to a task by being assigned an action within it. Collaborators share responsibility for the task and see it in their My Tasks view. |
Pending Section | The section at the bottom of the timeline showing live actions not yet rendered inline under a trigger step. |
Task Priority
Every task has a priority level. Tasks come in with medium priorty, but you can always change it manually and decide what each priority means within your team. Priorities can be adjsuted by AI automatically based on your instruction (ie, for task category "Disputes" always set a high priority)
Priority | What it means |
Critical | Drop everything — immediate action required. |
High | Needs attention today. |
Medium | Standard priority. Default for most AI-created tasks. |
Low | Address when time allows. |
Two Different Status Systems
The Task Manager has two separate status systems that exist side by side.
Task Status — the global view
Status | What it means |
New | Created, but no one has started working on it yet |
In Progress | Active work is underway |
Waiting | The team is waiting on the customer |
Completed | Fully resolved. The task is closed. |
Dismissed | Closed without being resolved |
Your Personal Status — just for you - only seen in filters.
Your status | What it means |
New | You've been assigned an action but haven't started it yet |
In Progress | You have active actions assigned to you |
Waiting | You're the owner, but all active actions are with other people |
Ready to Close | All your actions are done |
View Only | The task is completed or dismissed — nothing left to action |
Task Categories
Every task has a category that determines which AI playbook is used. The system comes with built-in categories, but your team can customise the descriptions or create entirely new ones.
Category | When it's used | What the AI does |
Invoice Dispute | Customer is disputing an invoice amount, charges, or quality | Acknowledges the dispute, asks for details and evidence |
Promise to Pay | Customer has committed to a payment date | Records the commitment, confirms the date with the customer |
Payment Clarification | Customer has questions about an invoice, payment method, or balance | Replies with the information they need |
Payment Delay | Customer proactively lets you know they'll be late paying | Acknowledges the delay, asks for an expected payment date |
Bounced Payment | A payment was reversed, bounced, or charged back | Treats as high priority, prefers calling, logs bounce details internally |
Credit Note Request | Customer wants a credit for a return, damage, or service issue | Acknowledges, asks for details, flags for the finance team |
Missing Payment | Customer says they've paid but it's not showing up | Asks for payment reference or bank confirmation |
Communication Issue | Can't reach the customer, or contact details are wrong | Tries alternative channels, logs all attempts with an internal note |
Automated Response | An out-of-office, auto-acknowledgement, or bounce notification | Creates no actions — purely for record-keeping |
General | Doesn't fit any other category | Reviews context and replies or adds a note as appropriate |