What Is the Task Manager?
The Task Manager is the central workspace for managing customer queries from start to finish. A task is created any time a customer issue or request arrives — whether through an inbound email, SMS, call, or a workflow trigger. The Task Manager gives every user a structured, organised view of what they need to do, who owns what, and where each task stands.
It connects three things that were previously disconnected:
Inbound communications (emails, calls, SMS from customers)
Structured actions (what needs to be done to resolve them)
Financial records (invoices, credit notes, payments, transactions)
Why Was It Rebuilt?
The previous system had no lifecycle tracking, no cross-user assignment, and no way to see the full picture of a customer issue. Teams were working out of inboxes, missing follow-ups, and had no audit trail.
The new Task Manager solves this by:
Automatically creating and linking tasks to inbound communications via AI
Giving every task a clear owner, status, and set of actions
Tracking the full history of every interaction in one place
Supporting multi-user collaboration with clear hand-off flows
Providing a complete audit trail for compliance and reporting