Tasks

Tasks is the follow-up list: people to call back, calls to make, meetings, reminders and to-dos. Most tasks come from calls on their own - the agent files them - and your team works them from the web app, the Windows app or the iOS app.

The five kinds

Kind	Used for	Needs
Callback	A caller asked to be called back	-
Call	An outbound call to make	Due time
Meeting	A meeting agreed on the call	Start time and end time or duration
Reminder	Something to remember later	Remind-at time
To-do	Anything else	Due time

Every task has a priority (High, Medium, Low), an assignee, and can be linked to a contact and to the call it came from.

Where tasks come from

Source	How
Auto-create tasks	After a call the AI reads the conversation and files one task when it clearly needs follow-up. You choose which kinds it may create, per agent.
Schedule Callback tool	During the call the agent logs a callback the caller asked for, with the reason and a preferred time.
By hand	Tasks - New task, a contact’s Tasks tab (Add task), the iOS or Windows app.
Claude or ChatGPT	“Remind me to call Nikos on Monday at 10.” See below.

Enable automatic task creation

1. My Agents - open the agent - Call results.
2. Under Auto-create tasks, turn on the kinds it may create under Allowed task kinds. All off = no automatic tasks.
3. Make a test call and ask for a follow-up, e.g. “Can someone call me back tomorrow at 3?”
4. Hang up. Once the call has been analysed the task appears on Tasks, with From call linking to the conversation.

What the AI does:

• Callback is filed only on calls the AI handled itself (nobody was transferred). On calls transferred to a person it can file the other kinds.
• The due time comes from what the caller said (“tomorrow at 3”). If no time was said, it is due in 24 hours.
• Subject and notes are written in the company language, with who asked and a short quote.
• One task per call at most, and only when the conversation clearly needs a follow-up. Small talk creates nothing.

To have the agent log callbacks during the call, turn on the Schedule Callback tool under Skills - Tools & Workflows. Max callbacks per caller (1-3) stops a caller who keeps asking from filling the list; past the limit your notification emails get an alert instead.

Who gets the task

An automatic task is assigned to, in order:

1. the person the call was meant for, when the call fell back to the agent because they did not answer;
2. the person on the call;
3. the owner of the campaign lead, for campaign calls;
4. otherwise the company admin.

Reassign it from the list at any time.

Callbacks look after themselves

• No duplicates. If the same contact asks again while a callback is still open, the request is added to the open one: Times called goes up and the latest call is linked.
• Closed automatically. After any call where a person on your team actually spoke with that contact, their open callbacks are marked done.

Work the list

Sidebar - Tasks.

• List or Calendar (month / week / day). Drag a task on the calendar to reschedule it.
• Tabs by kind, and filters: Status (open, overdue, due today, this week, unassigned, completed), Priority, Assignee. Group by due date, priority, kind or assignee.
• On each task: the checkbox marks it done (or re-opens it), Reschedule (tomorrow, in a week, in two weeks), Reassign, Edit, Delete. Callbacks have Call instead of Edit.
• From call opens the call with transcript and recording; the contact name opens the contact.

Linked tasks also show on the contact’s Tasks tab and timeline.

On the apps

App	Where	What you can do
iOS	Pending tab (the badge counts open tasks and unheard voicemails)	Open / done / all, grouped by due date. Add, edit, complete (tap the circle), delete (swipe), open the call or contact.
Windows	Tasks	The same as the web page: list and calendar, filters, reschedule, reassign, call back.

Email when a task is yours

The assignee gets an email when:

• the agent files a task for them from a call (with a link to the call), or
• someone else creates a task for them or reassigns one to them.

Tasks you create for yourself send nothing, and a repeat request merged into an open callback does not email again. The email has the subject, contact, due time, notes and an Open Tasks button.

Each person turns these emails off under Profile - Task emails. There is no phone push yet: on iOS, check the Pending tab.

Who sees which tasks

Team and access - open the user’s access - Contacts & data - Tasks:

Setting	Sees
No access	Nothing
Own Tasks	Only tasks assigned to them
All Tasks	Every task in the company

Admins always see every task. A support agent who should only see their own callbacks gets Own Tasks.

From Claude or ChatGPT

With the Claude and ChatGPT connector:

• “Who needs a callback? Anything overdue?”
• “What is on my list today?”
• “Remind me to send Eleni the offer on Friday at 10.”
• “Mark the callback for Nikos as done.”
• “Create tasks automatically when a caller asks for a callback or a meeting.” - it turns on Auto-create tasks for the agent.

Troubleshooting

Calls end but no tasks appear

1. Call results - Allowed task kinds has at least one kind on for this agent.
2. Callback only comes from calls the AI handled. If the call was transferred to a person, turn on another kind (Call, Reminder, To-do).
3. The caller must actually ask for something. Test with a clear request: “Call me back tomorrow at 3.”

The same caller asked three times but there is one callback

That is by design: repeat requests are merged into the open callback. Times called shows how many times they asked.

A callback disappeared from the open list

Someone on your team spoke with that contact on a later call, so it was closed automatically. It is under Completed.

I cannot see my colleague's tasks

Your access is Own Tasks. Ask an admin to set All Tasks under Team and access.

Next Steps

Call results - where Auto-create tasks lives.→Tools & Workflows - the Schedule Callback tool.→What you can ask Claude and ChatGPT - everything else you can ask.→