Keep track of to-dos with tasks
Last Update: Oct 2024 • Est. Read Time: 3 MINUse tasks to collaborate with cross-functional teams when resolving a customer's inquiry. Tasks are grouped by customer and are created directly within a customer's timeline. With tasks, your teams can keep track of non-conversation-related work and:
- Assign a task to the shipping department and ask them for details on why a shipment may be delayed.
- Create a list of to-dos for yourself to follow up with the customer.
Integrating these often hard-to-track tasks into Kustomer enhances communication and boosts overall team efficiency by keeping everything within the same platform.
Who can access this feature? | |
User types | Admins can install the Tasks app. Agents can create tasks and assign users/teams. Collaborators can be assigned to and leave comments on a task. |
In this article
- Install the Tasks app
- Create a new task
- Manage tasks
- Assign tasks to teammates
- Comment in tasks
- Receive task notifications
- Create a notification for an upcoming due date
- Search for tasks
Overview
Before you begin, we recommend you read this article to understand the types of tasks available within Kustomer. This tutorial will go over how to use the default Klass task as a general to-do list. To learn more about creating a custom task, see this article.
Install the Tasks app
To begin tracking your tasks in Kustomer, install the Tasks app from the App Directory.
- Go to Apps, search for Tasks in the App Directory, and then select Install.
- Review the terms that appear and select Install App.
Note: Please note the following permissions must be granted to users for the Tasks feature:
- For access to Tasks, users must have access to the Kustomertask KObject
- For access to task comments, users must have Read/Write access to Notes
Create a new task
When viewing a customer's timeline, you can create a new task by hovering over the Compose icon and selecting Add Task.
You can also add a new task directly from the Related Tasks Insights card.
The following options are available when creating a new task:
- Task Name is the name for your task.
- Assign to a User lets you assign the task to a team member.
- Assign to a Team lets you assign the task to another team in your organization.
- Description lets you add additional details to the task.
- Link to a conversation lets you select a conversation with the customer you want to associate with the task.
Manage tasks
You can access your tasks from the top of the customer's timeline and the All Tasks card.
To delete a task, go to KObject Options and select Delete Task.
Once a task is complete, you can change its status to Done or mark it as completed on your task list.
Assign tasks to teammates
You can assign a task to an individual user or a team in your organization, including collaborators.
The user will receive a notification that a task was assigned to them.
You can also set up routing to route tasks to teams automatically. For more information, see this tutorial.
Comment in tasks
You can leave comments on a task to ask questions or provide additional context for a teammate to resolve the inquiry. You can mention up to 20 teams or individual users in a comment by including them with an @mention.
All users mentioned in a comment will be notified of the mention. When you mention a team, all team members will be notified. Comments are internal only and cannot be seen by a customer.
Receive task notifications
By default, tasks will send notifications based on the preferences for notes and timeline objects. You can edit your preferences for any of these by going to Settings > Personal > Notifications.
Receive a notification when... | Edit your preferences in... |
You are mentioned in a comment | Conversation, Notes, and Mentions |
You are a member of a team mentioned in a comment | Conversation, Notes, and Mentions |
You're assigned to a task | Conversation, Notes, and Mentions |
An object (task) you're assigned to is updated | Timeline Objects |
An object (task) is created for a customer you're following | Timeline Objects |
An object (task) is updated for a customer you're following | Timeline Objects |
Create a notification for an upcoming due date
As an admin, you can create notifications that alert users of an upcoming due date for a task. To learn more, see Create a notification for a custom object.
Search for tasks
You can build a search to view all tasks created in your organization. To do so:
- Go to Searches and select New.
- Select Task from the drop-down menu and enter your search criteria. You can search for tasks based on when they were created or last updated.