Tasks
Define actions your AI assistant can perform for customers.
Overview
Tasks tell the AI assistant which customer requests it can record for your team. Each task has a name and a description explaining when it applies and what information the assistant should capture.
The assistant answers from the knowledge base first and only records a submission when someone at your business needs to act. When more than one task could apply it picks the most specific, and when it is unsure it asks the customer rather than guessing. After recording a submission it tells the customer once that someone will be in touch; later messages that add detail get a short acknowledgement instead, and the existing submission is updated only when the new detail changes what your team needs to do. The assistant can only update submissions from the current and previous calendar week, the same window as the conversation it sees; anything older is left as it was and a returning request starts a new submission. Your team can review the result on the Submissions page, which lists submissions by their latest activity and shows when one was last updated, so a request the assistant has just added to appears at the top. If no task matches and the knowledge base cannot answer the customer, the assistant does not promise that anyone will follow up.
Manage tasks
Open Tasks under AI Tools to see the active tasks for your company. Use New task to add one, or select an existing task to see its details and recent submissions, edit it, or delete it. Task names must be unique.
Write the description in plain English, as you would brief a new member of staff: say when the task applies and what to ask the customer. A sentence or two is usually enough, for example Let us know when the customer needs help from one of our staff and no other task covers it, for example to place or change an order or speak to a person. The details to note down are defined separately as captured details.
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. Each detail has a name, a type, and an optional description explaining what to ask for. The type is Text, Number, or Yes or no. The key is generated from the name (for example Business name becomes business_name) and is what appears in exports; you can change it, but it must be unique within the task.
Add details from the task form with Add detail. The assistant asks the customer for any that are missing, records what it has straight away so nothing is lost if the conversation stops, and fills in the same submission as the answers arrive. 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 for anything.
Each task page shows its captured details and its most recent submissions. On a submission, the answers appear in the order the details are defined, with a dash for anything the customer has not yet given. Renaming or removing a detail does not change submissions already recorded; their earlier answers stay visible.
Link a task to a campaign
When scheduling a campaign, you can choose a task as a hint for the replies it invites, such as a competition entry or a registration of interest. When the assistant records a submission for a reply to a campaign, it links the submission to that campaign, so the sent campaign page shows how many contacts responded. The hint is not a restriction: the assistant still picks whichever task fits the reply, and it can record a response to a campaign with no task attached.
You can attach the same task to several campaigns. The assistant uses the conversation to identify which campaign the customer is replying to.
Human handoff
The Human handoff task lets the assistant pass requests to your staff when no other task covers them. If it is not active, the Tasks page shows an option to enable it with the example description above and a single Summary detail, both of which you can edit at any time. Human handoff and other tasks apply across all of your company's WhatsApp channels.