Tasks

Tell the WhatsApp assistant which customer requests to record for your team, and what details to collect.

What it does

Tasks tell the WhatsApp assistant which customer requests to record for your team and what details to collect for each one.

When to use it

Create a task for any enquiry that needs staff action, such as changing an order, requesting a callback, entering a competition or registering interest.

Once a task exists, the assistant:

Answers from the knowledge base first, and records nothing when a reply is enough.
Chooses the most specific task that matches the request, and asks the customer if it is unclear which one applies.
Records what the customer has already given straight away, then fills in the remaining details as they reply.
Tells the customer once that someone will be in touch, without repeating the promise for every new detail.

If you have no tasks at all, the assistant treats the channel as unmonitored: it answers from the knowledge base but never promises that anyone will follow up.

Steps

Open AI Tools → Tasks and select New task.
Enter a Name. It must be different from every other task name.
In Description, explain when this task applies and what to ask the customer. This is what the assistant reads when deciding which task fits a message, so be specific.
Under Captured details, select Add detail for each answer you need. Fill in the Name, check the Key, choose the Type (Text, Number or Yes or no) and, in Description, say what the assistant should ask for.
Select Create task.

To change a task later, open it from AI Tools → Tasks, select Edit, make your changes and select Update task.

On the edit screen, Delete then Delete task? removes the task from the assistant, so it stops recording that kind of request. Submissions already recorded remain available.

AI Tools → Tasks lists your tasks with their Name, Description, the number of Captured details and when each was last Updated. Before any task exists the list shows No tasks yet.

Opening a task shows its Details, a Captured details table of every detail with its name, key, type and description, and Recent submissions with the ten most recent requests. Select View all to open the full list in Submissions, filtered to that task. Until the task has had a reply the card shows No submissions yet. and View all is unavailable. Once there are more than ten, the card notes Showing the 10 most recent submissions. A task with no details shows No details captured — the assistant only records that this task happened.

If something goes wrong

The Create task or Update task button is greyed out: the form will not submit until Name and Description are filled in and every row under Captured details has a name and a valid key. A row missing its name shows Enter a name. under the box; fix it, or remove the row with the cross at the end.
A task will not save: after you select Create task or Update task the form shows the reason at the top, under Unable to save. A task with this name already exists. means you need a different Name. Each captured detail needs a different key. means two details share a Key. Please complete the name, description and captured details. means a required box is empty. This task is no longer available. means the task was deleted while you were editing it, so go back to AI Tools → Tasks and create it again. Unable to save this task. Please try again. means the save did not complete; try again, and if it keeps happening contact your onboarding manager.
A key is rejected: Use lowercase letters, numbers and underscores, starting with a letter. means the key uses characters that are not allowed. This key is reserved. means you must pick another word; see reserved keys below. Another detail already uses this key. means you need to make it unique within the task.
The assistant records the wrong kind of request: make the description say more precisely when the task applies, and review tasks whose descriptions overlap. The assistant picks the most specific match, so a catch-all task should say that it only applies when nothing else fits.
The assistant records nothing for a genuine request: check that a task covers it, or that Human handoff is enabled. Without a matching task the assistant answers but does not promise staff follow-up.
The assistant keeps asking for details the customer already gave: check the detail descriptions describe one clear piece of information each, and remove details you do not really need.
Still stuck: contact your onboarding manager.

Captured details

Captured details are the pieces of information the assistant records for a task, such as a business name, a quantity or whether a site has power.

Name is what your team sees on the submission, up to 80 characters.
Key is what the detail is called in the submissions export: the column heading comes from the key, not from the name, so changing a key starts a new column and earlier answers stay under the old one. It is filled in from the name as you type and you can change it. Use lowercase letters, numbers and underscores, starting with a letter.
Type is Text, Number or Yes or no.
Description tells the assistant what to ask for, up to 500 characters. Leave it blank and the assistant uses the name.

You can add up to 30 details to a task; Add detail stops adding once you reach the limit. Use the cross at the end of a row to remove a detail.

Leave the list empty for a task that only needs to note that something happened, such as a competition entry. The assistant then records the submission without asking any questions.

On a submission, answers appear in the order the details are defined, with a dash for anything the customer has not given yet. Renaming or removing a detail does not change submissions already recorded; their earlier answers stay visible.

Reserved keys

submission, campaign, images and flow_token cannot be used as a key. If you enter one, the form shows This key is reserved. and the task will not save until you change it.

Link a task to a campaign

When you schedule a campaign you can pick a task under Task (optional), as a hint for the replies the campaign invites, such as a competition entry or a registration of interest. When the assistant records a submission for a reply to that campaign it links the submission to the campaign, so the sent campaign page shows the responses it received.

The hint is not a restriction: the assistant still picks whichever task fits the reply, and it can record a response to a campaign that has no task attached. You can attach the same task to several campaigns, and the assistant uses the conversation to work out which campaign the customer is replying to.

See Scheduled campaigns and Sent campaigns.

Human handoff

Human handoff is the fallback task that lets the assistant pass a request to your staff when no other task covers it, for example to place or change an order or to speak to a person.

If it is not set up, AI Tools → Tasks shows Human handoff isn't enabled with Enable human handoff. Selecting it creates the task with a ready-made description and a single Summary detail, both of which you can edit like any other task. Tasks apply across all of your company's WhatsApp channels.

Submissions

Knowledge base

Scheduled campaigns

What it does

Tasks tell the WhatsApp assistant which customer requests to record for your team and what details to collect for each one.

When to use it

Create a task for any enquiry that needs staff action, such as changing an order, requesting a callback, entering a competition or registering interest.

Once a task exists, the assistant:

Answers from the knowledge base first, and records nothing when a reply is enough.
Chooses the most specific task that matches the request, and asks the customer if it is unclear which one applies.
Records what the customer has already given straight away, then fills in the remaining details as they reply.
Tells the customer once that someone will be in touch, without repeating the promise for every new detail.

If you have no tasks at all, the assistant treats the channel as unmonitored: it answers from the knowledge base but never promises that anyone will follow up.

Steps

Open AI Tools → Tasks and select New task.
Enter a Name. It must be different from every other task name.
In Description, explain when this task applies and what to ask the customer. This is what the assistant reads when deciding which task fits a message, so be specific.
Under Captured details, select Add detail for each answer you need. Fill in the Name, check the Key, choose the Type (Text, Number or Yes or no) and, in Description, say what the assistant should ask for.
Select Create task.

To change a task later, open it from AI Tools → Tasks, select Edit, make your changes and select Update task.

On the edit screen, Delete then Delete task? removes the task from the assistant, so it stops recording that kind of request. Submissions already recorded remain available.

What you'll see

If something goes wrong

The Create task or Update task button is greyed out: the form will not submit until Name and Description are filled in and every row under Captured details has a name and a valid key. A row missing its name shows Enter a name. under the box; fix it, or remove the row with the cross at the end.
A task will not save: after you select Create task or Update task the form shows the reason at the top, under Unable to save. A task with this name already exists. means you need a different Name. Each captured detail needs a different key. means two details share a Key. Please complete the name, description and captured details. means a required box is empty. This task is no longer available. means the task was deleted while you were editing it, so go back to AI Tools → Tasks and create it again. Unable to save this task. Please try again. means the save did not complete; try again, and if it keeps happening contact your onboarding manager.
A key is rejected: Use lowercase letters, numbers and underscores, starting with a letter. means the key uses characters that are not allowed. This key is reserved. means you must pick another word; see reserved keys below. Another detail already uses this key. means you need to make it unique within the task.
The assistant records the wrong kind of request: make the description say more precisely when the task applies, and review tasks whose descriptions overlap. The assistant picks the most specific match, so a catch-all task should say that it only applies when nothing else fits.
The assistant records nothing for a genuine request: check that a task covers it, or that Human handoff is enabled. Without a matching task the assistant answers but does not promise staff follow-up.
The assistant keeps asking for details the customer already gave: check the detail descriptions describe one clear piece of information each, and remove details you do not really need.
Still stuck: contact your onboarding manager.

Captured details

Captured details are the pieces of information the assistant records for a task, such as a business name, a quantity or whether a site has power.

Name is what your team sees on the submission, up to 80 characters.
Key is what the detail is called in the submissions export: the column heading comes from the key, not from the name, so changing a key starts a new column and earlier answers stay under the old one. It is filled in from the name as you type and you can change it. Use lowercase letters, numbers and underscores, starting with a letter.
Type is Text, Number or Yes or no.
Description tells the assistant what to ask for, up to 500 characters. Leave it blank and the assistant uses the name.

You can add up to 30 details to a task; Add detail stops adding once you reach the limit. Use the cross at the end of a row to remove a detail.

Leave the list empty for a task that only needs to note that something happened, such as a competition entry. The assistant then records the submission without asking any questions.

Tasks

What it does

When to use it

Steps

What you'll see

If something goes wrong

Captured details

Reserved keys

Link a task to a campaign

Human handoff

Submissions

Knowledge base

Scheduled campaigns

On this page

Tasks

What it does

When to use it

Steps

What you'll see

If something goes wrong

Captured details

Reserved keys

Link a task to a campaign

Human handoff

Submissions

Knowledge base

Scheduled campaigns

On this page