If an email or call has been linked to the wrong customer, you can move it across to the correct one — but only if you catch it early.

This is only possible when:

Once actions have been added, the move option is no longer available. If you're past that point, the easiest workaround is to dismiss the existing task and create a new one manually under the correct customer.

If you do catch it early, open the communication in the task, select Move to different customer, and search for the correct customer.

Once you confirm, the move processes in the background — this takes a few seconds. On the correct customer, the AI will automatically assess the communication and either link it to an existing open task or create a new one.

Once you confirm, the system carries out three things in sequence: it reassigns the communication to the correct customer, closes the task on the wrong customer, and creates a new task on the correct customer. Because all three happen in the background, this might take over 10 seconds. Once complete, you'll receive a notification with a direct link to the newly created task.