Every note written on a customer is read by the AI Task Manager whether typed by a collector, written by a workflow, imported in bulk, or added automatically by Kolleno. The AI determines whether the note belongs to an open task, needs a new task, or should remain on the customer timeline.
Understanding how notes are linked to tasks
Notes written inside a task using Create Internal Note action are automatically attached to that task
Notes on the customer timeline are analyzed by AI to find the most relevant open task
If no open task fits but the note requires follow-up, a new task is created
Passing remarks with no follow-up requirement stay on the customer timeline
Situation | What the AI does |
The note was written inside a task, using the Create Internal Note action | Attached to that task. No AI judgement involved. |
The note belongs to a task the customer already has open | Attached to that task. If several open tasks could fit, the most relevant one is chosen. |
No open task fits, and the note calls for follow-up | A new task is opened, even if the customer has other unrelated tasks open. Examples: a failed payment, a customer saying they are in difficulty, an escalation a collector wrote down. |
No open task fits, and the note is a passing remark | Nothing. The note stays on the customer timeline and Task Manager is not involved. |
Notes attached to existing tasks
AI matches notes to the most relevant open task when multiple could fit
Attached notes appear in the task timeline alongside emails, calls, and other activity
The note counts as new activity and triggers AI playbook checks
When AI creates a new task from a note
A new task is created when the note calls for follow-up action
Examples: failed payment notes, customer difficulty statements, escalation notes from collectors
This ensures important notes never go unnoticed
How the AI reacts to notes on tasks
The AI reads the note against your Task Playbook
It can update task status, priority, or due date
It suggests next actions (reply to customer, make a call, record a promise to pay)
It may suggest internal notes when something is worth recording for colleagues
The AI never contacts customers directly anything reaching customers is drafted for review first
AI-suggested internal notes
When AI suggests a Create Internal Note action, it's requesting a person to record something useful
Examples: investigation outcomes, escalation reasons, important team information
Completing the action writes the note and attaches it to the task
AI is configured to suggest these sparingly
Controlling note behavior
Use Classification Rules to decide whether notes join tasks, open new ones, or are left alone
Write rules in plain language (AI follows your rules over defaults)
Use Task category descriptions to help AI match notes to the right task type
Use Task Playbook rules to define how tasks respond to note content
See Understanding task counts and action counts in Task Manager to track how notes affect your workload