Customer tasks: what your team still needs to do

Understand Tasks, add a task for a customer, choose its owner, and see how Anders and connected apps fit in.

Tasks is your team's shared list of things still owed to customers. Each task tells you what needs doing, which teammate is responsible, and when it is due, if a date has been set.

You may know this part of RankLadder as Work. It is now called Tasks, with Customer tasks at the top of the web page. Existing links still open the same destination.

What belongs in Tasks?

Use a task for a concrete customer request your team still needs to finish: return a call, answer a question, send requested documents, or investigate a problem.

What happened	Does it need a task?
A pool cleaning was successfully booked, with no other request.	No additional task is needed. The visit belongs on the schedule.
The customer also asked for a callback about pool access.	Yes: call the customer about access.
Anders answered a payment-status question.	No additional task is needed.
A customer disputes a charge and still needs an answer.	Yes: investigate the charge and reply.
A customer record or order synced from an app.	Syncing a record alone does not create a task.
A teammate promised to send a document.	Yes: add a task to send that document.

A failed action can leave a customer request unfinished. In that case, the task should name what someone needs to resolve. There is no need to add a vague “check everything” task after an action that succeeded.

How tasks get here

Your team can add them. Owners, managers, and staff can create a task for an existing customer and choose its owner. You do not need a connected app or a previous conversation to add one.

Anders can create them from conversations. When a customer request still needs a person, Anders can identify the remaining task and its next step. Examples include a promised callback, an unanswered question, or something he could not finish. Tasks created this way retain their source conversation so you can check the context.

By default, a fully handled request does not need a task. Your business's published task rules can require a specific extra review; that review must say what a person should do.

Add a customer task on the web

Open Tasks and select Add task.
Type the customer's name in Customer, then select the matching saved contact. Results appear after you start typing. If the customer is not saved yet, add them in Contacts first.
Enter the Task, such as “Send the requested documents.”
Optionally add a Next step with useful details.
Under Assigned to, choose yourself, another current teammate, or Unassigned.
Optionally choose a Due date, then select Add task.

Each task needs a customer. Internal tasks with no customer are not supported. Adding a due date does not by itself schedule a text, email, or call to the customer.

Who owns a task?

The owner is the teammate accountable for finishing it. You choose the owner when adding a task manually.

For a task created from a conversation, an applicable published Situation can specify a teammate. Otherwise, the task uses the conversation's owner, or stays Unassigned if there is none. Your team can claim or reassign it afterward.

Changing the conversation's owner does not silently change an existing task's owner. Assignment also does not hide the task from other authorized teammates.

Find and finish tasks

On the web, use To do, Waiting, and Done to organize your view. Waiting is for a concrete task blocked on a particular reply or result, such as needing the customer's model number before answering a question.

Search for a task or customer. The Filters button lets you narrow the list by Owner and Due date, including Mine, Unassigned, Overdue, and Due today. Clear the filters to see the wider list again.

Open a task to review its next step, owner, due date, and activity. Use Open customer for the contact card and Open conversation when a source conversation is available. You can change the owner or next step, select Mark done when the task is finished, or Reopen task if it needs more work.

Completing a conversation in Inbox and completing its customer task are separate decisions. A conversation may be finished while your team still owes the customer a document or callback.

How connected apps fit in

The same task rule applies to every integration: connecting a calendar, CRM, commerce, accounting, or hospitality app does not make Tasks a copy of all its records.

An app can provide useful customer information or support an available action. A task may show a saved action and its status, or a linked record from that app. Check that specific information to understand the connection. An app name or logo alone is not proof that tasks synchronize with it or that an action completed.

Manage your apps in Settings → Workspace → Connections. You can use customer tasks without connecting an app.