How Tasks Get Created
Tasks can be created in four different ways. Knowing which path was taken helps you understand why a task looks the way it does — who owns it, what actions are already there, and whether the AI has already been involved.
1. An email, call, or SMS comes in
This is the most common path. When a customer sends an email, makes a call, or sends a text, the AI reads it and decides what to do:
If there's already an open task for this customer that fits, the communication gets linked to it and the AI reviews what actions are needed next
If there's no relevant open task, the AI creates a new one — giving it a title, choosing the right category, and suggesting the first actions to take
You don't need to do anything. By the time you open the task, it's already set up with the customer's history and a clear starting point.
2. A workflow triggers a task
Some tasks are created automatically by your team's workflows — for example, a scheduled follow-up call or a payment reminder email. When this happens:
The task is created with a single action already set
The AI doesn't add any additional suggestions — the workflow has already decided what needs to happen
Depending on the setting on the workflow node, the workflow will either wait for task completion or continue automatically
3. A user creates a task manually
Anyone can create a task directly from the customer page or from within the Task Manager. When you do this:
The system checks whether a task already exists for the same customer and invoices — if it does, it shows you the match before you create a duplicate
Once created, if AI suggestions are on, the AI reviews the context and suggests actions to get started
4. A Promise to Pay is recorded
When a customer commits to paying by a specific date, a Promise to Pay task is created to track that commitment. Once the promise is recorded, the task moves to Waiting — it will surface back to the top of your queue in three situations:
When | What you'll see |
24 hours before the payment date | A Due Soon notification |
Payment date has passed with no payment | An Overdue notification — task rises to the top of your queue |
You mark it as Completed | Task closes |
You can read more on Promise to Pays within new task manager here.
Summary
How the task was created | Who owns it | Can AI suggest actions? |
Inbound email, call, or SMS | The account owner | Yes, if ON |
Workflow | The user assigned in the workflow | No — one pre-defined action |
Created manually | The user it assigned to | Yes, if ON |
Promise to Pay | The account owner | Yes, if ON |