What system notes are
Kolleno writes a note on the customer timeline when something happens automatically: a card payment fails, a direct debit mandate is cancelled, an email bounces, a payment cannot be pushed to your accounting system. These are system notes.
For each kind of system note you choose whether Task Manager opens a task for it. The setting is per note kind, so a failed payment can always open a task while a successful one never does.
The three settings
Setting | What happens when the note is written |
Always create task | A task is opened straight away. No AI is involved, so the result is the same every time. |
AI decides | The note is treated like one a person wrote. The AI decides whether it joins an open task, opens a new one, or is left on the timeline, following your Notes linking mode and any instruction you give it. |
Never | No task is opened. The note stays on the customer timeline. |
Which notes you can configure
Notes are grouped by area. Out of the box, failures and customer requests open a task and confirmations do not.
Group | Open a task by default | Never by default |
Payments | Payment failed, Workflow payment retry failed, No valid payment method, Payment bounced, Payment could not be cancelled, Possible duplicate payment, Payment allocation requested | Payment cancelled, Payment taken, Payment scheduled |
Refunds and chargebacks | Chargeback, Refund failed | Refund processed |
Direct debit mandates | Direct debit mandate inactive, Direct debit mandate cancelled | Direct debit mandate active |
Cards | — | Card saved |
Communication | Delivery failure | — |
Accounting sync | Payment not pushed to accounting | — |
Credit | Credit note allocation requested | Credit limit threshold reached |
Each row on the settings page shows an example of the note, so you can see exactly what Kolleno writes.
Notes your team types by hand are not on this list. They follow your Notes linking mode, described in How the AI Task Manager uses notes.
One task per problem
With Always create task, a repeat note for the same customer joins the task an earlier note already opened, as long as that task is still open. Three failed payments for one customer give one task with three notes, not three tasks. The task title starts with the note's name, such as Payment failed.
Notes that describe the same kind of problem share a task:
Payment failures, bounced payments, chargebacks, refund failures and direct debit mandate problems.
Payment and credit note allocation requests, and possible duplicate payments.
Confirmations such as Payment taken or Card saved, if you set them to open a task.
Payment not pushed to accounting and Delivery failure each have a task of their own. Credit limit threshold reached is the exception: every one opens a separate task.
Changing a setting
Go to Agents control centre → Task manager → System notes. You need the Admin role to see this page.
Click a group to expand it.
Pick Always create task, AI decides or Never next to each note.
To change every note in a group at once, use the Set all dropdown on the group. If the notes in the group currently have different settings, the dropdown shows Mixed and asks you to confirm before replacing them.
A note you have changed from its default is marked Changed. Click Reset to put it back.
The setting applies to notes written after you change it. Tasks that are already open are not touched.
Telling the AI when to open a task
When a note is set to AI decides, a box appears under it: When should this become a task? Write a short instruction in plain language, up to 500 characters. For example:
"Create a task when the overdue balance is above 5,000 or the customer has the VIP tag, otherwise skip."
"Only open a task if the customer has more than two overdue invoices."
The AI can see the customer's balance, overdue balance, overdue invoices, days overdue, last payment date, country, currency, tags, portfolios, account owner and custom fields. The instruction is optional; without one, the AI uses its own judgement and your Task Manager classification rules.
How AI decides depends on Notes linking
AI decides follows the Notes linking mode on your account, the same setting that governs notes your team types by hand. Kolleno sets this mode for you; it is not on the settings page. If it does not allow new tasks, the System notes page shows a warning:
Link only: the AI can add the note to a task that is already open, but never opens a new one.
Disabled: the AI does nothing with these notes.
Use Always create task if a note must open a task regardless of the Notes linking mode.
To change the Notes linking mode for your account, contact your Customer Success Manager or Kolleno Support.
Delivery failure cannot be set to AI decides. Once a later message to the customer goes through, Kolleno closes the delivery failure task automatically, provided nobody has worked on it yet. That only works for tasks opened with Always create task.
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Questions? Email support@kolleno.com.