To do

In short: To do is the list with everything waiting for a person: proposals from aishaa that someone has to approve (for example a plugin action, a message to the customer or to an external party), and requests and tasks that a workflow sets up for your team. You see everything across tickets, filter by kind, person and status, and handle an item by expanding it. Whatever nobody handles expires by itself after a while.

Where to find this

• The To do menu in the left-hand navigation. The page subtitle is Requests, tasks and proposals waiting for someone.
• Next to the menu item is the number of open items, with the tooltip To do: (number). That number is exactly what the list shows when you open it. It is also in the menu on your phone.
• The Dashboard has the To do tile with the same number. Clicking it opens this page.
• On a ticket, the same items are on the Activity tab. See Reviewing and starting actions on the ticket.

Who: everyone with access to tickets sees the list, from the Viewer role upwards. Handling items (answering, marking as done, executing, rejecting) is possible from the Agent role upwards. For a plugin action, the minimum role set per action applies on top of that.

You see the items of all organisations you have access to, limited by your Work scope (see below). Everyone within that scope also sees the items assigned to a colleague.

The To do page with the search field, the Kind, For and Status dropdowns, and the columns What, Status, Where, Due, Created by and Created.

What is in To do

Not in To do:

• the replies aishaa writes for a customer. You see those proposals in the ticket’s editor. See Replying to a ticket.
• follow-up actions with a deadline that you link to a ticket yourselves (Open actions). See Follow-up actions (Ticket actions).

An item usually belongs to a ticket. A workflow can also set up a request or task that belongs to no conversation at all; the Where column then says Outside a conversation.

Filtering and searching

At the top of the list, from left to right:

The Refresh button reloads the list. The list also refreshes by itself when a colleague handles something.

With the status Pending, the item with the earliest deadline is at the top; items without a deadline come after that, newest first. With the other statuses, the newest item is at the top.

The columns

Expand a row with the arrow at the front to see the whole item and handle it straight away. Double-click a row to open the ticket. If there is nothing, it says Nothing to do here.

Answering a request

An expanded request from a workflow in the To do list, with the line Workflow: (name), the deadline, the From the workflow block, input fields and the answer buttons.

A request shows:

• the title, Workflow: (name of the workflow), the status, For (name) if it is assigned to someone, and Due (time) or Overdue;
• buttons to what the request is about, for example the customer, a recorded conversation or a document the workflow made;
• the workflow’s question;
• under From the workflow, the details the workflow shows with it;
• possibly fields you have to fill in, already filled in where the workflow could;
• one to six answer buttons. The person who made the workflow decides the text of the buttons.

Click the answer that fits. The first button checks whether the required fields are filled in; the other buttons do not. You see Answer sent and then on the item (name) answered “(answer)” on (time). The workflow continues straight away with your answer and the fields you filled in.

If nobody answers before the deadline, the request expires and the workflow continues without an answer: Nobody answered in time, so the workflow went on without an answer. A request always has a deadline: seven days by default, thirty days at most, as set in the workflow.

A request can be assigned to a colleague, but any colleague with the Agent role can answer it. You cannot assign an item in To do to someone else.

Completing a task

A task shows the text the workflow gave it, possibly with a deadline. Do what is asked and click Mark as done. You see Task done and then Done by (name) on (time).

The workflow that made the task does not wait for it to be marked as done. If the deadline of a task passes, it gets the Overdue chip; it does not expire because of that.

Reviewing a proposal

You expand a proposal into the full card, with the same buttons as on the ticket:

If a proposal is more than 24 hours old, or a new message has come in since, you first have to confirm that the content still holds. How that works, the AI’s doubts and who may execute are explained in Reviewing and starting actions on the ticket.

In the To do list, a card does not fetch extra data from connected systems, and the button to add a produced file to your reply is not there. Open the ticket for that.

If the proposal came from a workflow, that workflow continues as soon as you decide: after executing, rejecting or when the proposal expires.

When an item expires

Whatever nobody handles does not stay forever:

• Closed ticket: if a ticket is closed or deleted, everything that was still open on it expires at once. The item says Expired: the ticket was closed before anyone decided. If you reopen the ticket, the items do not come back.
• Account term: proposals from aishaa and items from a workflow without their own deadline expire after the term the Account admin sets. The item says Expired: nobody decided within the account’s term.
• Own deadline: a request or proposal with its own deadline follows that deadline.
• An action that a colleague started by hand does not expire through age.

An expired item has the status Expired. An Account admin sets the term under Account > Account settings, section To do, with aishaa’s proposals expire after: Standard (14 days), 7 days, 14 days, 30 days, 60 days, 90 days or Never. See Account settings.

If a particular proposal from an agent keeps being left until it expires, aishaa proposes turning that proposal off. You see that proposal under Organisation > Intelligence > Changes, with the buttons Yes, turn off and No, keep it. See Changes and reverting.

Good to know

• The status Replaced means that aishaa replaced her own proposal with an updated version. The old proposal says aishaa replaced this proposal with an updated version.
• You do not get an email or push notification for items in To do. You see them in the list, in the counter next to the menu item, on the dashboard tile and on the ticket itself.
• The old address of the Plugin actions page now also opens To do.
• You do not create requests and tasks by hand in To do; they come from workflows. How to have a workflow set up a request or task is explained in Building blocks: people.
• Tasks in To do are different from follow-up actions (Open actions). You link follow-up actions to a ticket yourselves and they do not count in To do.

Related

• Reviewing and starting actions on the ticket
• Follow-up actions (Ticket actions)
• What are workflows
• Building blocks: people
• Account settings
• Dashboard