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AurionAI

Comment on and email from a task

5 min readBy Emmanuel Yazbeck

Who sees this: Tasks — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can comment and send emails. Read-only users can read the comments and the activity only.

Use comments to talk with your colleagues about a task. The Activity tab keeps the history of the task. When someone outside your organization must do part of the work, for example a supplier, send them the task by email.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • To comment or send an email, your base role is Agent, Supervisor, Admin or Owner, or you have the Manage tasks permission.
  • To send an email, your organization has an active email channel. Administrators set it up.

Steps

Open a task

  1. Open Tasks and select Table. Comments, activity and email are only in this view.
  2. Select the row of the task. The task opens under its row.

From a conversation, select Open in Tasks ↗ on a task in the tab Tasks. The Tasks page opens in the table view, with the task open on its Comments tab.

An open task in the table view, on the Comments tab, with the comment box

Write a comment

  1. In the open task, select the tab Comments.
  2. Write your comment in the box under the tabs.
  3. To mention a colleague, type @ and the start of their email address, then pick them in the list. The person gets a notification.
  4. Select Send.

The message Comment posted appears.

Read the comments and the history

  1. In the open task, select the tab Activity.
  2. Read the comments and the changes, newest first. Each line names the person, or System for an automatic change. For example: the task was created, assigned, moved to another status, emailed, or flagged as at risk, or someone logged time.
  3. Select Load older to see older lines.

To change one of your own comments, select Edit next to it, change the text, and select Save. To remove it, select Delete, then Delete comment. Administrators can edit and delete the comments of everyone. A deleted comment shows This comment was deleted..

Email the task to someone outside your organization

  1. In the open task, select Email externally. The window Email task externally opens.
  2. In To, enter one email address. In Cc, you can add up to 10 more addresses, separated by commas.
  3. Check Subject. It starts with [Task] and the task title. When the task belongs to a conversation, the subject ends with the number of that conversation.
  4. Check Message. It starts with a short greeting that asks the person to reply to your own email address, followed by the task title, description, due date and conversation. Add what the person must do.
  5. Select Send.

This email is read-only at the recipient's end. They should reply directly to your address. Their reply comes to your mailbox, not to AurionAI. Add the important points of the reply to the task as a comment.

Result

  • Your comment is saved on the task, and the people you mentioned get a notification.
  • After an email, the message Email sent appears. The Activity tab shows that you emailed the task. If the email bounces, the tab shows that too.
  • These actions do not change the status of the task. While the task is open or in progress, its conversation still cannot be resolved. Read Snooze, resolve, archive or delete a conversation.

If something goes wrong

  • The tab Comments shows You cannot add comments with your current permissions. Read existing comments in Activity. Your role cannot change tasks. Read the comments in Activity, or ask your administrator for the Manage tasks permission.
  • Email externally is missing. Your role cannot change tasks, or the task is not yours. Without an administrator role, you can email a task that is assigned to you or one of your teams, or that you created. Team leads can also email the tasks of their teams from the second tab at the top of the page.
  • Send stays grey. Fill in To, Subject and Message.
  • The message No active email channel is configured for this tenant. or Outbound email is turned off for this workspace. An admin can re-enable it under Configuration → Email. appears. Your organization cannot send email at the moment. Ask your administrator.
  • The message This recipient has unsubscribed from emails. appears. The person asked to receive no more emails. Contact them another way.
  • The message Too many emails sent for this task — please wait before retrying. appears. Wait a few minutes, then try again.
  • Your colleague does not appear in the mention list. Type more of their email address. Only users of your organization can be mentioned.
  • Edit and Delete are missing on a comment. It is not your comment. Ask its author or an administrator.

Still stuck? Submit a request or .