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 Conversa Labs 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. Each task can also link to contacts, organizations, conversations and deals. Links appear in a compact form on boards and lists, remain complete in task details, and open the related record in one click. The Activity tab records creation, field edits, status and assignee changes, and links being added or removed. 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. 7. Under Links, choose a record type, search, and connect the contact, organization, conversation or deal that provides the task context. 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. - Links and activity: connect work to commercial context and keep a readable history of what changed and who performed each action. 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
Task reports and analytics
Overview The Tasks Reports tab gives you an aggregated view of the operation: in a single screen you track volume, distribution by status and priority, completion rate, overdue work, average cycle time, the assignees carrying the heaviest load and SLA compliance. It is the fast way to answer "how is the team's work going?" without opening tasks one by one. All numbers are computed in real time from your (non-archived) tasks and can be sliced by a period, which uses each task's creation date. Prerequisites - The Tasks module enabled for your account. If you don't see Tasks in the sidebar, ask an administrator to turn the feature on. - Read access to Tasks — the same permission used to list tasks. Anyone who can see the task list can see the reports. - For the SLA distribution to return data, you need at least one active SLA policy (see the SLA and templates article). Step by step 1. Open Tasks in the left sidebar. 2. Select the Reports tab. 3. Review the aggregated operation indicators for the default period. 4. To slice by period, apply the date filter (from/until) — it filters by each task's creation date. 5. Adjust the range to compare weeks, months or campaigns; the numbers recalculate instantly. Settings & options Each indicator on the Reports tab: | Metric | What it shows | |---|---| | Total tasks | Number of (non-archived) tasks in the period. | | By status | Distribution by stage: backlog, to do, in progress, in review, done, cancelled. | | By priority | How many tasks sit at each priority level. | | Completion rate | Share of completed tasks over the total (from 0 to 1, shown as a percentage). | | Overdue | Tasks still open (neither done nor cancelled) whose due date has already passed. | | On time | Tasks completed with no due date, or completed on or before the due date. | | Average cycle time | Average number of days between creation and completion of done tasks. | | Top assignees | Up to 8 assignees with the highest task volume in the period, with name and count. | | SLA distribution | Count of applied SLAs by status (for example active, met, at risk, breached). | Use cases - Track team productivity: task volume, completion rate and the assignees carrying the most work. - Spot bottlenecks and delays: the number of overdue tasks and a high average cycle time show where the flow is stuck. - Measure SLA compliance: compare how many tasks met the target versus how many are at risk or breached. Tips, limits & best practices - The Overdue and Due soon lists are live: they show the situation right now and do not follow the selected period. The indicators above them do. That is deliberate — a task created months ago and overdue today has to show up, even in a 7-day period. Because of that, the indicator's number and the list's item count can differ. - The lists include subtasks and never show archived tasks. Each one shows up to 10 items, from the closest due date to the furthest. - The period filter uses each task's creation date. A task completed within the range may not appear if it was created outside it. - The SLA distribution stays empty when there are no active SLA policies — create policies to start measuring compliance. - Numbers are aggregated in real time every time you open or refresh the tab; there are no cached values to go stale. - "On time" counts only already completed tasks; open, past-due tasks fall under "Overdue". - Average cycle time considers only completed tasks (creation → completion). Troubleshooting - Empty report: the selected period has no tasks created in it. Widen the range or remove the date filter. - No SLA data: no active SLA policy matches the tasks in the period. Configure a policy in Tasks to start measuring. - I don't see the Reports tab: the Tasks module may be disabled, or you may lack read access to Tasks — talk to an administrator. See also - Tasks overview - Task SLA and templates
Task collaboration: comments, watchers, checklists, attachments and activity
Overview A task's detail view is where your team collaborates around what needs to get done. In one place you can discuss in comments, involve people who aren't the assignee (watchers), split the work into checklist items, attach files, track everything that changed in the activity timeline, and link the task to a conversation, contact or CRM deal. The task stops being just a reminder and becomes the place where the work actually happens. Prerequisites - The Tasks module enabled for the account. With it turned off, the features below don't appear. - An existing task — everything on this page lives inside a task's detail view. - A valid email on your user profile, so you receive the task's notifications. Step by step 1. Open the Tasks area and click the task you want to work on to open its detail view. 2. Use the Comments area to write and reply to team messages about the task. 3. Add watchers to include colleagues who need to follow the task without being responsible for it. 4. In the Checklist, create items, set an assignee and due date for each, and check them off as you finish. 5. In Attachments, upload the relevant files (or reuse media you've already saved). 6. Open the Activity tab to see the history of what changed on the task. 7. Use Links to connect the task to a conversation, contact or CRM deal. Settings & options Comments Comments are the team discussion inside the task. Each comment records who wrote it and is visible to everyone with access to the task. When a comment is created, the platform fires an internal event that feeds automations and webhooks — that's how the people involved in the task find out about the new message. You can edit or delete your own comments. Watchers A watcher is a user who is not the assignee but who starts receiving that task's notifications. Use watchers to keep a manager, a peer or another team in the loop. Each user joins as a watcher only once — the platform deduplicates per user, so adding the same person again never creates duplicates. You can also add yourself as a watcher of a task you want to follow, and remove any watcher when it's no longer needed. Checklist The checklist breaks the task's execution into smaller items. Each item can have: - Title — what needs to be done. - Assignee — who the item is assigned to. - Due date — the item's deadline. You check and uncheck each item as you go, and when you complete one the platform records who completed it. Items can be reordered to match the real sequence of the work. Attachments Attachments are the files kept on the task (documents, images, spreadsheets and so on). You can upload a file directly or reuse media already saved in the library, with no need to upload it again. Each file respects the upload size limit configured for the account. Every attachment added also produces an entry in the Activity timeline. Activity The Activity tab is the task's append-only timeline: it shows, in order, what changed — creation, status change, assignee change, completion, reopening, a checklist item completed, and an attachment added. Because it's read-only, the history can't be edited or deleted, giving you an auditable trail of what happened. Links Links relate the task to another record: a conversation, a contact or a CRM deal. The link is always within the same account — pointing to a record from another account is rejected (an invalid response) and never crosses accounts. For conversations, the platform accepts the conversation's displayed number. Each relationship is unique and can be removed when it no longer makes sense. Use cases - Align the team on a complex task by keeping the discussion in comments instead of scattering it across channels. - Split execution of a deliverable into checklist items, each with its own assignee and due date. - Keep an auditable history of what happened, using the Activity tab as the trail. - Connect the task to support and the CRM, linking it to the originating conversation, the contact and the related deal. Tips, limits & best practices - Use watchers to involve people who need to follow along (a manager, another team) without handing over responsibility. - Prefer checklist items for fine-grained steps inside a single deliverable, rather than creating heavy subtasks for every micro-step. - Remember: links don't cross accounts — you can only relate records from the same account. - The Activity is append-only: treat it as the source of truth for history, not something editable. Troubleshooting - I didn't get a notification for a task: confirm you are the task's assignee or a watcher and that there's a valid email on your user profile. - The link was rejected: the record you referenced probably belongs to another account — in that case it's treated as invalid. Only link records from the current account. - A checklist item won't reorder: check that you have edit permission on the task and reload the detail view before trying to reposition again. - The attachment was rejected: the file may exceed the account's upload size limit — shrink the file or talk to an administrator. See also - Task panel in the conversation - Subtasks, dependencies, recurrence and reminders - Tasks overview