If the built-in task categories don't cover a query type your team handles regularly, you can create your own. Custom categories work exactly like the built-in ones — the AI can classify tasks into them, suggest actions, and follow a playbook you write.

Navigate to AI Control Centre → Task Planning. Click Create category.

The name is what your team will see on task cards and filters. The description is a plain-language explanation for internal reference — it's not used by the AI.

Examples of good names: "Early Payment Discount Request", "Remittance Advice Received", "Legal Escalation".

This is the most important field for making sure the AI correctly routes new communications into your category. Write it from the AI's perspective — what should it look for in an email or call? Include what signals indicate this type of query, and what it should not be used for. Be specific — vague descriptions cause misclassification.

Full — the AI suggests actions and pre-fills drafts. Best for categories where there's a consistent process.

Adjustments only — the AI updates task details (status, priority, due date) but doesn't suggest actions.

Off — the AI classifies and links, but does nothing further.

Your new category starts with no allowed actions. Add the action types your team will use — Reply Email, Make Call, Send SMS, Add Note, or Record Promise to Pay. You only need to add the ones that make sense for this category.

The playbook is where you tell the AI what to actually do with tasks in this category. See the article on customising AI playbooks for detailed guidance.

Custom categories can be edited at any time. To stop the AI using a category without deleting it, toggle it to inactive. The ten built-in categories cannot be deleted, only deactivated. Custom categories you create can be fully removed.