What Is an Action?
If a task is the case file, actions are the individual to-do items inside it. Each action represents one specific piece of work — send an email, make a call, record a payment commitment, and so on.
Every action has an assignee, a type, a status, and an optional due date.
Action Types
Type | What it's for |
Send an email. You can utilize AI to draft a reply for the user to review and send | |
SMS | Manually send a short text notification |
Make Phone Call | Manually call the customer |
Create Internal Note | Record internal observations to be posted on the customer timline |
Record Promise to Pay | Record a payment commitment from the customer — triggers the full PTP process |
Generic Action | A catch-all for any manual work that doesn't fit the above |
Action Statuses
Status | What it means |
Draft | Created but not yet visible to anyone except the creator. |
New | Active and visible to the assigned user, who gets notified. |
In Progress | Work has started. |
Blocked | Can't proceed — waiting on something external. |
Completed | Done. |
Skipped | Not completed — used when a task is dismissed or the action is no longer needed. |
A draft becomes live in two ways: someone assigns it to another user, or the creator assigns it to themselves.
Action Groups (Tabs)
Sometimes a timleine event can have multiple actions associated to it. You can easily find them when opening the actions composer - when responding to a specific incoming communication,you'll see those actions grouped separately as tabs.
The Pending Section
Actions that are live but don't have a specific trigger step appear in a Pending section at the bottom of the timeline. This includes AI-suggested actions and manually created actions with no specific trigger. Once an action is completed, it moves out of the Pending section automatically.