Task Manager
A query-driven workspace that groups customer communications, AI-linked invoices, and collaborative actions into a single resolution thread.
29 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.
- Task Manager 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 reply to and forward emails from a taskReply to one recipient or everyone, forward emails to people outside the thread, and keep the full conversation on the task timeline.
- 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 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.