Tasks #

Tasks is a built-in CRM-style task manager (CRM software is what businesses use to track their contacts and to-dos in one place). Use it to track to-dos, follow-ups, calls, emails, bug reports, and any other action items that come out of your conversations or your team’s daily work. Tasks can be created manually, automatically by the AI, or via the API — a way for other software to connect to your account and create tasks automatically.

How to open Tasks. In the sidebar, under the CRM group, click Tasks. (On a phone the menu is hidden — tap the menu icon ☰ in the top corner first, then tap Tasks.)

Turning Tasks on or off. Tasks is on by default for every account. If you don’t see it in your sidebar, it has been switched off for your workspace: turn it back on under Settings → Profile → Features (see Optional features). With Tasks off, the board, the Tasks tabs on contacts and deals, the Dashboard’s task list and every create-task shortcut are hidden together. On managed accounts the switch may live with your provider — ask them to enable Tasks if the Features card doesn’t show it.

Where to Find It #

The header shows your total task count, with Stages and New task buttons in the top right.

What Tasks Can Do For You #

• Track everything in one place — To-dos, calls, emails, follow-ups, bug reports, and feature requests across your whole team
• Link tasks to contacts, deals, or specific chat messages — So you always know what a task is about and can jump back to the source conversation
• Multiple views — Kanban board (cards sorted into columns, one column per stage), list, table, and calendar views. Pick the one that fits the work.
• AI-created tasks — When the bot needs human attention, it can automatically create a task (unassigned) so a teammate can pick it up
• Webhook + API integration — Tasks fire webhooks on creation/update so external tools can stay in sync, and you can create or query tasks via the public API

Task Types #

Tasks come with a default set of types and you can add your own. Each type has its own icon and color so you can scan a board quickly.

You can add a custom task type on the fly from the Type field of the New Task form (or the edit-task form) — open the Type picker and choose + Create new type at the bottom of the list, then give it a name. The type is created right where you’re using it.

Editing, reordering and deleting types #

To rename, recolor, reorder or remove types, open Tasks and click Types at the top of the board (next to Stages). This opens the Edit task types dialog: rename a type by typing directly into its row, click the tag icon to pick a new color, drag the handle to reorder, use + to add a type, and use the row’s menu to Delete one. Nothing is saved until you click Apply changes.

A few things to know:

• Deleting a type doesn’t delete its tasks. Tasks that had that type simply lose their type label; open them and pick another type whenever you like. If a type is still on any tasks, the dialog tells you how many before you confirm.
• Two types are created by the AI and can’t be deleted — FAQ Update and Human Alert (marked Auto in the dialog). The AI creates tasks of these types itself and would recreate the type on its next alert, so they stay; you can still rename and recolor them.
• Keep at least one type. If the list were emptied, the default set would come back on its own.

Task Stages (Kanban Board) #

Each task moves through stages — the columns on your kanban board, each with its own colored status icon and a live count. Defaults are typically something like “To Do”, “In Progress”, “Done”, but you can rename, recolor, reorder, add, and remove stages to fit your workflow.

You can also create board templates with pre-built stage sets so different teams or use cases each get their own board.

To configure stages, open Tasks and click Stages at the top of the board. This opens the Edit task statuses dialog, with statuses split into two groups — Active and Done — plus a status-template picker (General, Sales, Support, or Custom) on the left. Rename a status by typing directly into its row, use the up and down arrows (or drag the handle) to reorder it within its group, click the color dot to recolor, and use the row’s menu to move a status between Active/Done or delete it. Nothing is saved until you click Apply changes.

You can have more than one Done status — “Completed” and “Deal closed”, say. Both count as finished: tasks in either one show with their title crossed out, and the count on each column is its own. When you have several, the Mark complete action names each one, so you choose which you mean instead of the task landing in whichever comes first.

Views and Filtering #

Two rows of chips sit above the board:

• Saved views — All, Open, Overdue, Due today, This week, High priority, Completed and My personal, and one click switches the whole board to that slice. Tasks opens on Open, so finished tasks stay out of the way and the page loads only what is still to do. While you are on Open or Overdue only those two show a count; switch to All (or any other view) to load every task and see every count. My personal lists your own private tasks (see Private tasks below).
• Smart filter chips — toggle any combination of Overdue, Due today, Due this week, No due date, or High priority on top of a saved view to narrow things further.

Below that, a search box, a Filter button for building your own rules, and a view switcher between Kanban, List, Table, and Calendar (a month grid showing tasks on their due date).

The Table view opens sorted by Created, newest task at the top; click any column header to sort by it instead. It also has a Quick reply column: a text field and a send button on every row. On an FAQ Update task it takes the answer (published to your knowledge base and sent to the contact); on any other task with a contact it takes a follow-up instruction in plain language. It’s the fastest way to clear a queue of questions — type, press Enter, move to the next row. On an FAQ Update row there’s also a small book icon that opens the full Resolve FAQ dialog, for when you’d rather check whether you already have an answer than write a new one. Use the Columns button to hide the whole column if you’d rather not see it.

You can filter by type, stage, priority, source, assignee (see “Assigning Tasks to Team Members” below), and linked contact. You can also filter by:

• Channel — Show only the tasks for a specific messaging channel (WhatsApp, WhatsApp Web, SMS, Instagram, Messenger, Telegram, LINE, Email, Chat Widget, and so on). The channel is taken from the task’s linked contact.

Every rule you build has an Is / Is not switch next to the field, so you can exclude just as easily as include — Priority is not Low, or Type is not Follow Up. Each dropdown also has a None option for tasks with nothing set for that field. Type → None finds the tasks with no type on them, which includes any task that lost its label because you deleted the type it was on.

The Contact and Channel filters only appear when your current tasks actually have something to filter by, so the toolbar stays uncluttered. They combine with the other filters and with search, so pick a channel and a priority together to narrow things down fast. Filters apply to every view (kanban, list, table, calendar) and to the task counts on each stage.

The Board #

Each column is one of your task stages. A task card shows its full title (long titles wrap rather than being cut off) and a short description, colored tags for its type (like FAQ Update or Follow Up) and source (an AI tag for bot-created tasks, or Human Alert for conversations the bot flagged), plus a priority flag, due date, all of its tags, and an assignee icon along the bottom.

Drag a card between columns to move it through your workflow, or within a column to reorder it. The + at the top of a column opens the full New Task form pre-set to that stage; the quick-add field at the bottom of each column adds a task by title alone. Click a card to open its details.

Quick actions #

Along the bottom of every card — and on every row in the List and Table views — is a small row of one-click actions. Which ones appear depends on the task:

• Mark complete — moves the task into your done status without opening it. On a board card this is the circle next to the title; on a List or Table row it sits with the other actions. If you have more than one done status (say Done and Deal closed), it asks which one rather than picking for you.
• Open chat — opens the linked contact’s conversation right there, so you can read what was said without leaving the board. Only shows when the task has a contact.
• Add to FAQ — opens a small box with an Answer field and a Publish & send button. Type the answer, publish, and the FAQ is added to your knowledge base, the task is marked complete, and the answer is sent back to the contact. More options, to the left of that button, opens the full Resolve FAQ dialog (similar-FAQ suggestions, browsing your library) if you’d rather link an existing answer, and carries the answer you already typed into it. Only shows on FAQ Update tasks.
• Send follow-up — opens a small box where you describe the follow-up in plain language (“follow up in 2 days asking if they had a chance to look”). The AI works out the timing and the wording and schedules it on the contact’s chat. Only shows when the task has a contact.

Creating Tasks #

Manually #

1. On the Tasks page, click New task in the top right (or use the + / quick-add on a column, as above).

2. Fill in:
   • Title (required)
   • Description — free-form notes
   • Type — pick from your task types
   • Priority — None / Low / Medium / High / Urgent
   • Stage — which column it starts in
   • Due date — optional, and it takes a time as well as a date, so you can set “call at 3:00 PM” rather than just “sometime Tuesday”. The time picker follows your clock setting (12-hour with AM/PM, or 24-hour) from Account Settings
   • Remind me — appears once you set a due date, and starts on, set to At the due time. That is true wherever you add the due date: in this form, on the task’s detail panel, or in the contact side panel of a chat. Change it to 15 minutes before, 1 hour before, 1 day before, or No reminder if you’d rather not be pinged. When the moment arrives you get a notification (bell, email and push follow your Tasks notification settings, so if you’ve switched that category off you won’t get anything). It is written in your account language and shows the due time in your own time zone; agencies can rewrite the reminder email’s wording under Settings → Email Templates (see Email Language & Templates). Rescheduling the task moves its reminder with it, and tasks you drag into a done column stop reminding you.
   • Assignee — which team member owns the task. Tap the field to open the team-member picker (the same one used to assign chats), pick a member, or leave it Unassigned.
   • Linked contact / deal: optional, but very useful so the task carries context
   • Tags — free-form tags for filtering later
   • Private, only visible to me — off by default. Switch it on for a personal to-do that nobody else on the team should see (see Private tasks below)
3. Click Create task.

From a Chat #

Most tasks come out of a conversation, so you can make one without leaving Chats. There are four ways in:

• The chat header — the check icon next to the star, in the header of the open conversation.
• A chat row — hover over a row in the chat list and click the check icon on its right-hand edge.
• The contact panel — Add task on the Tasks section of the panel on the right of a conversation.
• The message box — the quickest. Switch on the small to-do toggle beside the message box, give the to-do a title (one is filled in for you — “Follow up with Ana”), a due date from the quick choices (Later today, Tomorrow, In 3 days, Next week, or a date of your own) and, if you like, an exact time and a deal (link the contact’s open deal, or create one with the task). Then click Create task — or send a reply as usual and the task is created as the message goes out.

The first three open the same New task form as the board, with the contact already linked and the type set to To Do. Everything else works exactly as it does here.

A task made from the message box while sending a reply is also linked to the message that was sent, so opening the task later takes you straight back to what was said. (Tasks can reference one or more messages this way — the AI’s automatic tasks use the same link.)

The Tasks section of the contact panel lists that contact’s open tasks with their due dates, overdue ones in red, and clicking one opens it here on the Tasks page.

Task buttons only appear in Chats when Tasks is switched on for your account and your team permissions let you edit contacts — see Permissions below.

For the full walk-through of the chat side, see Chat Interface.

From a Deal #

When the follow-up belongs to a deal, make the task from the deal instead: the check icon in a card’s quick-actions row on the board, the Tasks section of the deal drawer, or the Tasks tab of the deal record. Each shows a one-row strip — title, quick due date, exact time, Create task — and the task lands linked to the deal and its contact. See Adding a Task to a Deal.

Automatically #

Tasks can be created automatically by:

• Human alerts — When the AI bot flags a conversation for human attention, it creates a high-priority Human Alert task linked to that conversation in the first column of your board (unassigned — pick it up or assign it from the board).
• AI tool calls — The AI can create tasks during a conversation when it determines an action is needed (e.g., “schedule a follow-up call with this lead next week”). Tasks you ask the in-app helper to create, or that an AI client connected through the MCP server creates, carry the same AI tag.
• API — External systems can create tasks via the public API

The source of every task is recorded so you can filter by where it came from.

Assigning Tasks to Team Members #

Every task can be assigned to one team member (or left unassigned), exactly like assigning a chat. The assignee shows as a small avatar on the task so the whole team can see at a glance who owns what.

There are two ways to assign or reassign:

• From the task itself — Open a task (or the New Task form) and use the Assignee field to open the team-member picker. Pick a member or choose Unassigned.
• Straight from the board — Each task card has a quick assign action. Click it to open the same picker and reassign in one step, without opening the task. This works in the kanban, list, and table views.

The picker only lists the account owner and active team members, so you can’t accidentally assign a task to someone who has been removed or suspended.

The assignee filter only appears once your account has more than one team member.

Private Tasks #

Some to-dos are yours alone: a reminder to chase an invoice, a note to prepare for a call. Switch on Private, only visible to me in the New task form (or when editing a task) and the task becomes a personal one.

• Only you see it. A private task is visible only to the person who created it. That includes the account owner: if a team member makes a private task, the owner does not see it on the board, in search or in any view.
• Only you can change the switch. On an existing task, the person who created it is the only one who can turn Private on or off. Anyone else sees the switch locked, with the note “Only the person who created this task can change this.”
• A lock marks it. A small lock icon sits before a private task’s title on the board, in the List and Table views and in the task’s detail drawer, so you always know which tasks nobody else can see.
• Find them in one place. The My personal view above the board lists your own private tasks.
• Tasks from before this switch existed count as the account owner’s. Nothing changed about who could see them.

A private task stays out of everything shared:

• The AI agents do not see private tasks when they talk to your contacts.
• Private tasks do not fire task webhooks and do not send New task notifications.
• Due reminders go to the account owner’s notification channels, so a reminder for a team member’s private task is not sent. The owner’s own private tasks remind as usual.
• API keys and connected AI tools act as the account owner, so they see and create tasks exactly as the owner would, including the owner’s private tasks but not a team member’s.
• A data export includes every private task on the account, a team member’s too. The tasks on the account are the account owner’s data, so the owner’s export carries them all.

FAQ Update Tasks #

When the AI hits a gap in your knowledge base mid-conversation — a question it can’t confidently answer — it creates an FAQ Update task instead of guessing. Open the task and you’ll see the exact question the contact asked plus the knowledge-gap note, with quick actions to Mark complete, Add to FAQ, and Send follow-up.

The same three actions sit on the task’s card on the board and on its row in the List and Table views, so you don’t have to open the task at all (see “Quick actions” above). From the board, Add to FAQ gives you an Answer field on the spot; More options beside the button opens the full dialog described below.

Click Add to FAQ on the task drawer to resolve it with the full flow. This opens a single Resolve FAQ dialog with everything you need:

• If a similar FAQ already exists — the dialog checks your knowledge base for close matches and surfaces the top ones with a Use this button, so you can link the task to an existing FAQ in one click instead of retyping the answer. You can also click Browse existing FAQs instead to search the full library yourself and use Link selected FAQ & complete.
• Publish as a new FAQ — write the answer in the Answer field. The new FAQ is saved into your AI agent’s knowledge base, so the AI handles the same question correctly next time. When the task has a linked contact, a Send the answer to the contact now toggle appears — it’s on by default, so the AI replies to the contact’s original question as soon as you publish; turn it off first if you’d rather update the knowledge base quietly. Click Publish FAQ & complete.

Any of these three actions (linking a suggested match, linking a browsed FAQ, or publishing a new one) marks the task complete automatically.

Sending the answer does not switch the AI on for that chat. If you had paused the AI on the contact, it sends this one reply and stays paused; if it was on, it stays on.

If the task is linked to a contact, Open chat on the card (or the row) jumps straight to the original conversation in a modal, so you can see what was said and decide from there. The same thing is available via Open full record on the task drawer, then Open Chat on the full task page.

Activity History #

The Activity tab on a full task page lists what happened to the task. Each edit gets its own row with what changed, for example “Stage: To Do → In Progress”, “Priority: Low → High” or “Due date: Oct 2 → Oct 4”. Changes to the title, stage, priority, type, due date, assignee, linked contact or deal, and completion are listed with the old and new value. An edited description or notes shows as “edited”. Moving a card within the same column is not listed.

Edits made before 29 September 2026 show as a single “updated” row without details.

Permissions #

Task access uses your team’s Contacts permission (there is no separate Tasks permission). Members with Contacts set to Edit or Full can create, edit, move, delete, and assign tasks; members set to View can see the board but cannot change anything; members set to None don’t get Tasks at all. Everyone who can see Tasks sees all tasks on the contacts they have access to, except other people’s private tasks (see Private tasks above). To give someone only the tasks assigned to them, set their Task visibility to Only tasks assigned to them (see Limiting a Member to Their Own Tasks). You can also narrow the board to a single person with the Assignee filter (see “Assigning Tasks to Team Members” above). Adjust permissions under Settings → Team.

Webhooks and API #

On plans that include webhooks and API access, Tasks fully integrate:

• Webhook events fire on task created, updated, and completed (3 events). Private tasks never fire them. Re-assigning or moving a task fires Task Updated; moving a task into a completion stage fires Task Completed.
• API endpoints let you create, read, update, and delete tasks programmatically
• See Webhooks and the API Reference for the technical details (the API section is shared — it applies to both interfaces)

Best Practices #

1. Don’t try to use Tasks for everything from day one. Start with one task type that matches a real pain point (e.g., follow-ups). Get comfortable. Add more.
2. Link tasks to contacts. Tasks without a linked contact lose context fast. Always link if there’s a relevant person.
3. Use tags for cross-cutting filters. Stages tell you “where am I in the workflow”; tags tell you “what flavor is this.” Don’t conflate them.
4. Let the AI create tasks for you. The whole point is to remove busywork. If the bot can detect “this lead asked for a callback Tuesday at 2pm,” let it create the task.
5. Review the human-alert queue daily. Anything the AI couldn’t handle ends up here. If the same kind of question keeps showing up, fix it at the FAQ or instructions level so the AI handles it next time.