Tasks
By Conversa Labs
By Conversa Labs
Lists, board and calendar, subtasks, dependencies, recurrence, reminders, SLA, templates and the in-conversation panel.
Tasks overview
Overview The ConversaLabs Tasks module is a full work manager — in the spirit of Asana/ClickUp/Linear — built into your support operation. It lets you create tasks with a title, description, assignees, due date, priority and status, organize them into lists, track them on a board (kanban) or a calendar, break them into subtasks, connect them with dependencies, repeat them with recurrence, and never miss a deadline with reminders. Beyond the basics, Tasks offers advanced capabilities: SLA (response and completion time targets), templates (reusable blueprints), checklists, comments, watchers, attachments, labels and custom attributes. You can also open and track tasks inside a conversation, linking support work to what needs to get done. Prerequisites - The Tasks module is optional and must be enabled for your account. If you don't see Tasks in the sidebar, ask an administrator to turn it on. - A user with access to the account. Some actions (such as creating SLA policies and templates) are reserved for administrators. - To use tasks inside conversations, you need at least one Inbox with active conversations. Step by step 1. Open Tasks from the left sidebar. 2. Create your first task by providing, at minimum, a title. 3. Set assignee(s), due date, priority and the list the task lives in. 4. Track progress by changing the status (backlog, to do, in progress, in review, done, cancelled). 5. Switch between the list, board and calendar views to fit your routine. 6. Mark the task done when the work is finished — the system records the completion date. Settings & options - Lists: group tasks by project, team or workflow. - Status and priority: status describes the work stage; priority helps order what's most urgent. - Assignees and watchers: who does the work and who should follow the updates. - Due dates: due date/time and a start date, used by the calendar and overdue alerts. - Labels and custom attributes: free classification and fields specific to your business. Use cases - Distribute and track the support team's operational work. - Turn a request received in a conversation into a task with an owner and a deadline. - Plan recurring routines (weekly reports, monthly reconciliations) with recurrence. - Guarantee response/completion times with SLA policies. Tips, limits & best practices - Start with a few clear lists, then adopt board, SLA and templates later. - Use priority deliberately: if everything is urgent, nothing is. - Past due dates on unfinished tasks are flagged as overdue — review them often. - Tasks and subtasks survive the deletion of their parent task (they're orphaned, not removed) — organize before deleting. Troubleshooting - I don't see Tasks in the menu: the module may not be enabled for your account — ask an administrator. - I can't create an SLA policy or template: those actions require an administrator role. - My task isn't in the expected list: check the view filter and whether it has been archived. See also - Views: lists, board and calendar - Subtasks, dependencies, recurrence and reminders - Task SLA and templates - In-conversation task panel
Views: lists, board and calendar
Overview Tasks can be seen in three ways, and you switch between them at any time: - List: a dense table, ideal for reviewing many tasks, sorting and applying bulk actions. - Board (kanban): columns by status (backlog, to do, in progress, in review, done, cancelled). Drag cards between columns to move work forward. - Calendar: tasks placed by their due date, great for seeing the load per day/week and avoiding deadline pile-ups. Every view shows the same data — only the way you read and operate it changes. Prerequisites - The Tasks module enabled for the account (see the Tasks overview). - At least one list and a few tasks created so the views have content. Step by step 1. Open Tasks from the sidebar. 2. Use the view switcher to choose between list, board and calendar. 3. On the board, drag a card to another column to change the task's status. 4. On the calendar, find the task by its due date; reschedule by adjusting the deadline. 5. On the list, select multiple tasks to apply bulk actions (change status, assignee, label, and so on). 6. Use filters to focus on what matters (by assignee, status, priority, list, due date). Settings & options - View switcher: toggles list / board / calendar without losing the filters you applied. - Filters: combine assignee, status, priority, list, labels and due date. - Bulk actions: in the list view, act on several tasks at once. - Card indicators: priority, due date, checklist counters, attachments and the blocked and SLA badges appear right on the cards. Use cases - Board for the team's daily stand-up: see what's in progress and what's stuck. - Calendar to plan the week and balance the deadline load. - List for periodic clean-ups: filter overdue and reassign in bulk. Tips, limits & best practices - Keep the board lean: done/cancelled tasks leave the focus of those doing the work. - On the calendar, set realistic due dates to avoid overloading a single day. - Filters are your allies — reuse the filter combinations you rely on every day. - Cards with a blocked badge depend on another task: clear the blocker before chasing progress. Troubleshooting - A task doesn't show on the calendar: it probably has no due date. - The board is missing a column: an active filter may be hiding that status. - I can't find a task: check whether it's archived or hidden by a filter. See also - Tasks overview - Subtasks, dependencies, recurrence and reminders - In-conversation task panel
Subtasks, dependencies, recurrence and reminders
Overview Four features help you structure larger work and forget nothing: - Subtasks: split a big task into smaller steps, each with its own assignee and due date. - Dependencies: chain tasks together — a task can block another (or be blocked by it). While a blocker is still open, the dependent task shows a blocked badge. - Recurrence: repeat a task automatically on a cadence (daily, weekly, monthly or yearly). The next occurrence is created when the current one is completed. - Reminders: scheduled alerts (in-app or email) for you or the assignees, at a chosen date/time. Prerequisites - The Tasks module enabled for the account. - A task to which you'll add subtasks, dependencies, recurrence or reminders. - For email reminders, users need a valid email on the account. Step by step 1. Subtasks: open a task and add subtasks in the corresponding panel; each subtask can have its own assignee, due date and status. 2. Dependencies: on the task, define which tasks it blocks and which block it. The blocked badge shows while any blocker is not yet done or cancelled. 3. Recurrence: set the cadence (frequency, interval and, optionally, days of the week, an end date or a number of occurrences). When you complete the task, the next occurrence is generated. 4. Reminders: add one or more reminders with a date/time and a channel (in-app or email), pointing at you, another user or the assignees. 5. Track everything across the list/board/calendar views. Settings & options - Subtasks: inherit the parent's context but have a life of their own; they survive if the parent task is deleted (they're orphaned). - Dependencies: the "blocked" calculation considers blockers that are not yet done or cancelled. - Recurrence: the new occurrence clones assignees, list, labels and attributes, with shifted dates, and starts in the to do status. Generation is idempotent — it never duplicates occurrences. - Reminders: fire exactly once; a system reprocessing never resends the same reminder. Use cases - Break a customer onboarding into subtasks (contract, setup, training). - Enforce execution order with dependencies (only publish after review). - Automate recurring routines: weekly report, monthly close, yearly backup. - Schedule a reminder to resume a negotiation on an agreed date. Tips, limits & best practices - Avoid very deep dependency chains — they make the critical path hard to see. - A task cannot be its own ancestor; subtask cycles are blocked. - On recurring tasks, set a due date on the template task so the next occurrence is anchored correctly. - Schedule reminders with enough lead time to actually act. Troubleshooting - The "blocked" badge won't clear: check that the blocker is truly done or cancelled. - The next occurrence wasn't created: confirm recurrence is configured and the task was marked done (the occurrence is born on completion). - I didn't get the reminder: check the chosen channel (app/email), the date/time and whether the reminder has already fired. See also - Tasks overview - Views: lists, board and calendar - Task SLA and templates
Task SLA and templates
Overview Two features raise the maturity of your Tasks operation: - SLA (Service Level Agreement): defines time targets for tasks — for example, a maximum time to first action and a maximum time to completion. The system tracks each task and shows the SLA status (active, at risk, met or breached) through a badge. - Templates: reusable blueprints that prefill task creation (title, description, priority, list, labels, attributes and even subtasks). They standardize repetitive processes and save time. Prerequisites - The Tasks module enabled for the account. - An administrator role to create and manage SLA policies and templates. - Lists and priorities already in use, if you want to target SLA by list or by priority. Step by step Configure an SLA policy 1. Go to the SLA area inside the Tasks settings. 2. Give the policy a name and set the targets in minutes: time to first action and/or time to completion. 3. Optionally target the policy by priority and/or by list (left blank = applies to any). 4. Activate the policy. From then on, matching tasks are monitored and show the SLA badge. Create and use a template 1. Go to the Tasks Templates area. 2. Create a blueprint with the fields you want to prefill (title, description, priority, list, labels, attributes, subtasks). 3. When creating a new task, pick the template to seed the form; adjust whatever you need and save. Settings & options - SLA bases: targets are in minutes and can combine first action and completion. - SLA targeting: by priority and/or by list; leaving it blank applies to all. - SLA status: the badge reflects the worst state among the applied policies (breached is the most critical). - Templates: nothing is saved as a task until you submit the form — the template only preloads the fields. - Activate/deactivate: both policies and templates can be active or inactive. Use cases - Ensure every support request gets a first action within X minutes. - Set a faster completion target for urgent priority tasks. - Standardize customer onboarding with a template that already brings subtasks and labels. - Speed up routine tasks (ticket opening, quality checklist) with ready-made blueprints. Tips, limits & best practices - Start with one or two simple SLA policies and adjust based on compliance data. - Target more aggressive SLAs at high priorities, not at every task. - Keep a small set of well-named templates — too many confuse more than they help. - Review templates periodically so they reflect the current process. Troubleshooting - The task shows no SLA badge: check that an active policy matches the task's priority/list. - SLA shows "at risk/breached" unexpectedly: review the targets in minutes — they may be too short. - I can't create an SLA/template: those areas require an administrator role. See also - Tasks overview - Subtasks, dependencies, recurrence and reminders - In-conversation task panel
In-conversation task panel
Overview The task panel is an embedded block that appears next to a conversation, on a contact's profile or in a CRM deal detail. From it you create and track tasks linked to that record — without leaving the support flow. Whatever needs to be done out of a conversation becomes a trackable task, with an assignee, due date and priority. The link is flexible: a task can be tied to a conversation, a contact and/or a deal. If the linked record stops existing, the task doesn't disappear or break — it simply loses the link. Prerequisites - The Tasks module enabled for the account. With the module off, the panel simply doesn't appear (no impact on the rest of the screen). - A conversation, contact or CRM deal open, where the panel will be shown. - User access to the account. Step by step 1. Open a conversation (or a contact's profile, or a deal in the CRM). 2. Find the task panel in the record's sidebar/detail area. 3. Click to create a task — it's born already linked to that record. 4. Set assignee, due date, priority and other fields just like any task. 5. Track the linked tasks and their status right there; open a task to see details, subtasks, comments and attachments. Settings & options - Single link context: the panel shows the tasks for that specific record (conversation, contact or deal). - Creation in context: tasks created from the panel carry the link automatically. - Resilient link: if the conversation/contact/deal is deleted, the task remains (it just loses the link). - Automation: tasks can also be created automatically by automation rules from conversation events — combine with the panel for the full picture. Use cases - During a chat, open a "send proposal" task already tied to the conversation and the contact. - In a CRM deal detail, list everything left to close the sale. - Track a recurring contact's pending items right on their profile. - Standardize post-support by creating follow-up tasks linked to the conversation. Tips, limits & best practices - Create the task in context (from the panel) to guarantee the right link from the start. - Use clear due dates and assignees — the task will also show up in the list/board/calendar views. - Combine with reminders to resume the conversation at the right moment. - Don't rely on the panel to see ALL your tasks: the Tasks area shows the complete overview. Troubleshooting - The panel doesn't appear: the Tasks module may be off for the account — ask an administrator. - The task isn't linked to the conversation: it was probably created outside the panel; create it from the panel or review the link. - The linked record is gone: the task still exists in the Tasks area, just without the link. See also - Tasks overview - Views: lists, board and calendar - Task SLA and templates