Task Manager
A query-driven workspace that groups customer communications, AI-linked invoices, and collaborative actions into a single resolution thread.
26 articles
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.
Tabs & Views: Navigating the Task ManagerUnderstand card view, list view, built-in tabs, and how to create custom saved views in the Task Manager.
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…
Task Lifecycle: Statuses, Transitions & Due DatesUnderstand how task statuses work, what triggers each transition, and what happens when a task is completed or dismissed.
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.
Actions & Action StatusesA complete guide to actions in the Task Manager — what they are, the different types, how statuses work, and where they appear.
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 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.
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.
How to Assign an Action to a ColleagueLearn how to assign actions to colleagues, set due dates and instructions, and reassign actions when needed.
Notifications, Alerts & Unread IndicatorsLearn how the Task Manager's three notification systems work — the coloured dot, the new events banner, and scheduled deadline alerts.
Task Queue SortingLearn how your task list is sorted by default and how to change the sort order to match your workflow.
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.
Bulk Actions in Task ManagerLearn how to update multiple tasks at once using bulk actions in the Task Manager list view.
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.
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 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.
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.