Skip to content
AurionAI

Manage your tasks

9 min readBy Emmanuel Yazbeck

Who sees this: Tasks — profiles Helpdesk and AI Voice + Helpdesk. Roles: Agent, Supervisor, Admin and Owner can create and change tasks. Read-only users can only read them.

A task is a piece of work that belongs to a conversation, for example "replace the badge reader" or "call the supplier back". You create tasks in a conversation. The Tasks page shows your tasks, from every conversation, in one place, as a table, a board or a calendar.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • To create a task in a conversation, you need to be allowed to change conversations. Read What your role allows in the inbox.
  • To change tasks afterwards, your base role is Agent, Supervisor, Admin or Owner, or you have the Manage tasks permission.
  • The conversation is not resolved or closed. AurionAI does not add tasks to a finished conversation.

Create a task from a conversation

  1. In Inbox, open the conversation.
  2. Select the tab Tasks.
  3. Select + Add task.
  4. In What needs to be done?, write what needs to be done. This is the only required field.
  5. Optional: fill in the other fields.
    • More detail (optional): more detail. If your administrator turned on the AI features for tasks, AI Draft writes a first description from the conversation. It needs messages from both the customer and an agent.
    • Assignee: a person or a team.
    • SLA policy and Priority. Inherit from conversation keeps the priority of the conversation.
    • Due date.
  6. Select Create.

The task appears in the tab of the conversation and on the Tasks page. While a task is open or in progress, the conversation cannot be resolved. Read Snooze, resolve, archive or delete a conversation.

In the tab Tasks, select a task to open it. There you can change its status, its description and its assignee. Select Open in Tasks ↗ to open the task on the Tasks page.

Your tasks and your team's tasks

At the top of the Tasks page, two tabs choose which tasks you see:

  • The first tab shows the tasks assigned to you or to one of your teams. Everyone has this tab. The number next to Tasks in the sidebar counts your tasks with the status Open.
  • The second tab shows the tasks of the teams you lead. Only team leads and administrators see it. Administrators see the tasks of all teams.

The column on the left shows which of the two is active, under System views, and lists your saved views.

Choose a view

Select one of the views above the list. The page remembers your last choice.

The address of the page keeps the view and the grouping of the board, so you can send the link to a colleague.

Filter and save a view

  • Type in Search by task subject… to search the task titles.
  • Select a status after Status:. You can select more than one.
  • Select a due date after Due date:: Due today, This week or Overdue.
  • Select + Filter to filter by Assignee, Team, SLA Policy or Completion note.

To keep these filters, select + Save view in the left column, give the view a name, and select Save. If you lead a team, or you are an administrator, you can share the view instead: choose a team in Share with a team, then select Save (team). The view then appears under Team views for that team. A saved view keeps the filters, not the table, board or calendar choice.

Move a task on the board

The Kanban view with one column per task status

  1. Select Kanban.
  2. In Group by:, keep Status. You can also group by Assignee, Team or SLA, but then cards cannot be dragged.
  3. Drag a card to another column. On a phone, select Move under the card and choose the new status.
  4. If you move a card to Done or Cancelled, write a note that says what was done or why the task is cancelled. Then select Confirm. If the AI features are on, AI Summary writes a first note for you.

A cancelled task can only go back to Open. Every other move is allowed, except that a done or cancelled task cannot be reopened while its conversation is resolved or closed.

Plan with the calendar

  1. Select Calendar.
  2. Choose Month, Week, Day or Agenda.
  3. To change a due date, drag the task to another day. If the new date is later than the SLA target of the task, a warning appears for five seconds. Select Undo to keep the old date.
  4. Select a task to see its status, assignee and due date. Select Open conversation to open its conversation.

Tasks without a due date are listed under To schedule. To schedule one, give it a due date from its conversation.

Tasks at risk

If your administrator turned on at-risk detection, AurionAI checks open and in-progress tasks regularly. A task gets the badge At risk when it is due in the next four hours, or already overdue, nobody logged time on it, and nobody commented on it or changed its status in the last 24 hours. Point at the badge to read the reason.

Select Acknowledge to say that you saw it. The badge then shows Acknowledged. The badge goes away after the task is done or cancelled, at the next check.

AI help on a task

Your administrator turns each AI feature for tasks on or off. When a feature is off, its button does not appear. Read Tasks AI.

  • AI Draft writes a description from the conversation, when you create a task or edit its description.
  • AI Suggest proposes a due date. The proposal appears after AI suggested:. Select Accept to use it or Dismiss to ignore it.
  • AI Summary writes the note when you mark a task as done.
  • The tab KB lists Related KB Articles for the open task.

Always read what the AI wrote before you save it.

Log time on a task

  1. Open the task in the table and select the tab Time. You can also open the task in the tab Tasks of its conversation.
  2. Start the timer with the start button, and stop it with the stop button when you finish. The running time shows on the button.
  3. To log time by hand instead, select + Manual entry, enter Duration (minutes) and, if you want, Notes (optional), then select Save.

The list shows each entry with its author and its type, and the total after Total:. You can edit or delete your own entries. Administrators can edit or delete any entry.

Your administrator can turn on strict time rules for tasks in Task Time Tracking. Then every manual entry needs a start and an end, entries of the same person cannot overlap, and the message Hard enforcement is on: manual entries need a Start and an End. appears in the form. This setting does not change the time you log on a conversation. Read Task time tracking and Log time on a conversation.

Act on many tasks

In the table, select the check box of each task, or the box in the header to select the whole page. A bar appears with these actions:

  • Mark done: needs a completion note. Only tasks that are open or in progress can be marked done.
  • Reassign (user) and Reassign (team).
  • Delete: only tasks with the status Open can be deleted, and deleting cannot be undone. Cancel the other tasks instead. You need the Delete tasks permission, which Agent, Supervisor and administrators have.

Result

You find all your tasks on one page, and you can move them forward, plan them and log time on them. Every change also appears in the tab Tasks of the conversation.

If something goes wrong

  • The message Task changes are unavailable with your current permissions. appears. Your role can read tasks but not change them. The check boxes, the move controls and the comment box are missing. Ask your administrator for the Manage tasks permission.
  • The message Could not check task permissions. Refresh to try again. appears. Reload the page.
  • The second tab at the top is missing. You do not lead a team. Ask your administrator to make you a team lead, or use your own tab. Read Teams.
  • + Add task is missing in a conversation. Your role cannot change conversations, or you opened the inbox from a link that ends in shared=1. Read What your role allows in the inbox.
  • You cannot add a task, or reopen a task, and an error appears. The conversation is resolved or closed. Reopen the conversation first.
  • A card does not move when you drop it. The board is grouped by something other than Status, or the move is not allowed. A cancelled task must go back to Open first.
  • An AI button gives the message Your organization's daily AI limit has been reached. Please try again tomorrow. Your organization used its AI help for today. Continue without AI, and try again tomorrow.
  • AI Draft says there is not enough context. The conversation is too short, or only one side has written. Write the description yourself.
  • The message This time window overlaps another of your time entries — hard enforcement does not allow that. appears. Strict time rules are on. Change the start or the end so the entry does not overlap another one of yours.

Still stuck? Submit a request or .