Task Manager
A query-driven workspace that groups customer communications, AI-linked invoices, and collaborative actions into a single resolution thread.
26 articles
Introduction & core concepts
Get up to speed on what Task Manager is, what problems it solves, and the core objects you’ll see everywhere (tasks, actions, statuses, priorities).
Overview & What's NewAn introduction to the Task Manager — what it is, why it was rebuilt, and what problems it solves.
Key Objects & GlossaryA complete reference for the core objects, priority levels, status systems, and task categories used throughout the Task Manager.
Task Lifecycle: Statuses, Transitions & Due DatesUnderstand how task statuses work, what triggers each transition, and what happens when a task is completed or dismissed.
Actions & Action StatusesA complete guide to actions in the Task Manager — what they are, the different types, how statuses work, and where they appear.
Draft Actions: What They Are and How They WorkUnderstand how draft actions work in the Task Manager — what they are, when they're created, and how they move to active status.
Promises to Pay in the Task ManagerA complete guide to managing Promise to Pay tasks — from recording the commitment through to chasing overdue payments.
How tasks are created, grouped & linked (incl. edge cases)
Understand where tasks come from, how communications/events get grouped into a single thread, and how to handle mis-linking or duplicates.
What Creates a Task?Learn the four ways a task can be created in the Task Manager — via inbound communication, workflow, manual creation, or Promise to Pay.
How the AI Decides Whether to Create or Link a TaskUnderstand how the AI Linker Agent decides whether to create a new task or attach a communication to an existing one, and how cascade linking pulls in related emails and…
How to Move a Task Created Under the Wrong CustomerLearn how to move an email or call to the correct customer when it was linked to the wrong one — when it's possible, how to do it, and what…
How Emails and Events Are Grouped Into a TaskUnderstand how Kolleno automatically groups emails, follow-ups, and financial records into a single task — and why your task may contain more events than you expected.
How Workflow-Created Tasks WorkUnderstand how workflow-triggered tasks work — what gets created, why the AI doesn't run, and how completing the task keeps the workflow moving.
How Duplicate Tasks are highlighted?Learn how the Task Manager automatically detects potential duplicate tasks and guides you to consolidate work into the right existing case.
Working a task (day-to-day collaboration)
Practical “how-to” guides for progressing tasks to resolution: assigning work, updating notes, and handling work at scale.
How to Assign an Action to a ColleagueLearn how to assign actions to colleagues, set due dates and instructions, and reassign actions when needed.
Bulk Actions in Task ManagerLearn how to update multiple tasks at once using bulk actions in the Task Manager list view.
How to Edit a Saved NoteLearn how to edit a note after it's been saved — what you can change, who can edit, and what stays the same.
AI, settings, permissions & reporting (Admins + team leads)
Configure how Task Manager and AI behave (categories, playbooks), control access, and measure performance and workload.
What the AI Summary and AI Resolution Fields?Learn how the AI summary and resolution fields work — when they update, when they're generated, and how they interact with content your team writes manually.
AI Control Centre for Task Manager ExplainedA guide to the AI Control Centre — how to configure AI settings per task category, and how to use the Playground to safely test AI behaviour before going live.
How to Configure Settings for Each Task CategoryA walkthrough of every setting in the task category configuration panel — classification description, rules, AI behaviour mode, playbook, allowed actions, and reset to defaults.
How the AI Suggests and Creates Actions on a TaskLearn how the AI Planner Agent works — when it runs, what it can suggest, when it stays quiet, and how task categories shape its behaviour.
How to Track Completed Tasks and ActionsLearn how to use the Productivity Report's Task Manager tabs to track completed tasks, actions, SLA performance, and team workload.
How to Customise the AI Playbook for Each Task CategoryA practical guide to writing an effective AI Playbook — what to include, how to use if/then logic, tips for good rules, and how to test before going live.
How to Create a Custom Task CategoryLearn how to create a custom task category in the AI Control Centre — name, classification description, AI mode, allowed actions, and playbook.
Permissions & Access ControlA full breakdown of permissions in the Task Manager — what admins vs members can do, task-level and action-level access, and portfolio restrictions.