Whenever a new communication comes in — an email, a call, an SMS, or a note — the AI automatically reads it and makes a decision: should this open a new task, or does it belong to a task that already exists for this customer? This keeps your task list clean and prevents duplicates from piling up.

This runs automatically after:

Link & Create — The AI can either open a new task or attach the communication to an existing one, depending on context. This is the default for inbound emails, calls, and SMS.

Link Only — The AI will only attach to an existing task. It will never create a new one. This is the default for sent emails, sent SMS, outbound calls, notes, and PTPs.

The system handles this safely. It processes one communication at a time per customer to avoid conflicts. If it can't complete the process within about 5 minutes, it moves forward anyway to prevent anything from getting stuck.

Once a communication is linked to a task, the AI automatically looks for related items and links those too. This happens in two ways:

1. Full email thread linking — If an inbound email is part of an existing conversation thread, the AI finds all previous emails in that thread and links them to the same task.

2. Financial document linking — The AI also scans linked emails for any invoice numbers, credit notes, or transaction references. It then links the corresponding financial records — and any associated PTPs — to the task automatically.

Note: Cascade linking only applies to communications that were received or created by users. System-generated events (such as automated workflow steps) are excluded.