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

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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.

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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.

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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.
Tasks track operational follow-up. Settings → Support tracks issues reported to Avoca. Completing a Task does not resolve a Support ticket, and resolving a Support ticket does not close a Task.