Create and manage Tasks

Open Channels → Tasks. Tasks appears when the feature is enabled and your role has access to it.

​

Task List

Use Task List for the team’s current work queue.

• Choose a date range and filter by status, priority, assignee, source, automation, or staleness.
• Select Create Task to add a manual follow-up.
• Open a row to review or update its title, priority, status, assignee, description, customer profile, and related calls or text conversations.
• Use the available outcome, contact-state, and reminder controls only when those features are enabled for your team.
• Customize visible columns for your browser.

In selection mode, eligible tasks can be completed or cancelled in bulk. Review the selected count and shared outcome or note before confirming; the action applies to every selected task.

​

Automations

Use Automations to create tasks from supported Avoca events. An automation has a name, trigger, enabled state, and one or more task templates. Each template can define task-creation behavior and fields such as title, priority, status, assignee, and description. Some fields can be generated by AI from the triggering conversation; the exact trigger and template options depend on the team’s products. A safe rollout is:

1. Create the automation and leave it disabled.
2. Choose the narrowest correct trigger.
3. Add and review each task template.
4. Assign it to a specific member or User Group.
5. Test the triggering event.
6. Confirm the created task contains useful context and no sensitive prompt content.
7. Enable the automation.

Avoid overlapping automations that create duplicate tasks from the same event.

​

Include an Avoca call link in a ServiceTitan task

When a task template creates a ServiceTitan task, turn on Include public Avoca call link to append a signed call-details link to the ServiceTitan task description. The link is valid for 30 days. Treat the signed URL as access-bearing information. Enable it only when the intended ServiceTitan task recipients need the call context, and do not copy it into a broader ticket, email, or chat. If Avoca cannot generate the link, it still creates the ServiceTitan task without that link; open the related Avoca task or call directly when investigating the missing context.

​

Follow up when a lead text fails

Choose When a lead’s outbound text fails to send (invalid number, carrier rejection, etc.) to create a task when a workflow campaign cannot deliver an outbound text. This trigger applies to campaign-driven conversations, including Speed-to-Lead paths; it does not create a task for every non-campaign text failure. The task context can include the customer, phone number, lead source, use case, failure reason, provider error code, and conversation reference. Assign the template to the team that owns manual follow-up and keep the automation enabled only while that queue is staffed.

​

User Groups

Use User Groups to organize team members for assignment. Create a group, add the responsible members, and reference the group from task templates or manual assignments. Update the membership when coverage changes, and remove a group only after confirming that no active workflow still assigns work to it.