Tasks

A lead asks your agent for a custom quote on Friday afternoon. Someone needs to call them Monday — but who, and will it actually happen? Tasks is the shared board where work like this stops slipping through the cracks. Create a task, assign it to a teammate, link it to the contact and the agent it came from, and everyone watching can follow it from Pending to Completed. Tasks live at the organization level, alongside your agents and settings. Open Tasks from the dashboard sidebar (route /tasks). The page is titled Tasks, with the subtitle “Manage and track tasks across your agents.”

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Prerequisites

• A task always needs an Assignee, so you’ll want at least one team member — including yourself.
• Linking a task to an Agent or Contact is optional but recommended when the task came out of a conversation.
• Reassigning a task to a different person is limited to admins and owners.

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Find your way around the board

The Tasks page gives you two tabs and a row of filters so you can cut a long list down to exactly what you need. Each task appears as a card showing its Assignee and a View action. Higher-priority tasks appear first in filtered views.

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Create a task

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Task types

Pick the type that matches the work so you can filter by it later.

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Priority

Priority controls ordering — higher-priority tasks surface first when you filter the board.

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Statuses

A task moves through statuses as the work progresses. On an open task, click a status to move it — “Pending → In Progress → Done” — and the assignee and watchers are notified of the change.

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Assign and reassign

Every task has one Assignee — the person responsible for getting it done. You set the assignee when you create the task. To hand a task to someone else, open it and choose a different team member. Reassigning is restricted to admins and owners, so day-to-day members can’t quietly move work off their plate. The new assignee is notified.

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Watchers

Watchers are team members who want to stay in the loop on a task without owning it — a manager keeping an eye on a key account, or a colleague who’ll pick the task up next. On a task, select + Add Watcher and search your team members to add them. Watchers get notified on status changes, comments, and updates. Add watchers while creating a task under More Options, or any time afterward from the open task.

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Checklists

Break a task into smaller steps with a Checklist — useful when “follow up with the customer” actually means three or four sub-steps. Type a Checklist item and select Add checklist to add it, then check items off as you complete them. The task itself stays a single trackable unit while the checklist captures the detail.

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Comments and activity

Open a task to discuss it in context. Under Comments, type into “Add a comment…” and select Send. Comments keep the conversation about the work attached to the work itself, instead of scattered across chat and email. Use View all Comments to expand a long thread and Show less to collapse it again. The Activity log records what changed on the task — status moves, reassignments, and updates — so anyone opening it later can see the full history. Use View all Activities to see the complete trail.

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Tags

Add Tags to categorize and group related tasks. Type a tag and press Enter to add it, and click × to remove one. Once tagged, you can use tags to filter the board down to a campaign, a customer segment, or any grouping that fits how your team works.

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Link a task to a contact and agent

When a task comes out of a conversation, link it back to its source. Under More Options, choose a Contact (search your CRM contacts) and, under Assignment, the Agent the task relates to. This connects the follow-up to the person who asked and the agent that handled them — so the next person to pick it up has the full picture without digging.

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Edit and delete a task

To change a task’s details, open it and select Edit Tasks (“Update the details below and save your changes”), make your changes, and select Save Changes.

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Troubleshooting

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