In Mando AI, a task is a follow-up that someone on your team owns until it is done: call a customer back, check a refund, send a quote. Tasks live on a board inside each AI agent's CRM, where you move cards from column to column as the work moves. A task can be about one customer and the chat it came from, so the whole story stays in one place.
What you can do with Tasks
- Add a task from the Tasks board, from a customer's page, or straight from a chat. See How to add a task in Mando AI and How to add a task from a chat.
- Move tasks across the board, mark them done, and archive the ones you no longer need. See How to work through tasks on the Tasks board.
- Give a task to a teammate, who is told about it. See How to give a task to a teammate.
- Set a due date, a checklist and labels. See How to use due dates, checklists and labels on a task.
- Talk it through in comments and @mention teammates. See How to comment and mention teammates on a task.
- See everything assigned to you, across all your AI agents, in one list. See How to see all your tasks in My tasks.
What a task holds
- Title: what needs doing.
- Owner: the teammate responsible for it.
- Due: a date and time.
- Labels: the AI agent's chat labels, up to five per task.
- Customer: the customer the task is about, with Open chat and Customer buttons.
- Description and Checklist: the detail and the steps.
- Comments and activity: your team's comments and a history of every change.
How Tasks work
Each AI agent has its own Tasks board. A new board starts with four columns: To do, Doing, Waiting on customer and Done. Admins can rename the columns, add more, and choose which column holds done tasks. See How to change the columns of your Tasks board.
A task is internal to your team. The customer never sees it, and a task has no reply box. To write to the customer, click Open chat on the task and reply from the inbox.
A done task stays on the board for 30 days after it is done, then leaves the board.
When to use a task instead of the inbox
The inbox is for live conversations: a chat stays open until it is answered and closed. A task is for work that outlives the chat, such as a promise to call back tomorrow or a refund someone has to check. Close the chat when the conversation is over, and keep the follow-up as a task with an owner and a due date.
Where did Tickets go?
Tasks replaced Tickets in Mando AI. Tickets left the menu, and every existing ticket became a task on its AI agent's board, in the column that matches its old status: Open went to To do, In progress to Doing, Waiting on customer to Waiting on customer, and Resolved to Done. The Convert to ticket button in the inbox became Add a task about this chat.
Availability
Tasks are included from the Business plan and on every free trial. On a smaller plan, the Tasks page explains what it is and offers the upgrade. See Compare Mando AI plans: Light, Growth, Business and Scale.
Anyone who can see an AI agent's inbox or its customers can see its tasks. Anyone who can work the agent's inbox can add and change tasks. Only admins can change the board's columns.
Frequently asked questions
Can my customers see tasks?
No. Tasks in Mando AI are internal to your team. Customers only see the messages you send them from the chat.
Can I reply to a customer from a task?
No. A task has comments for your team, not replies to the customer. Click Open chat on the task to open the conversation in the inbox and reply there.
Do tasks have a priority or category?
No. Tasks use an owner, a due date and labels instead. Use the Overdue and This week views on the board to see what comes first. See How to find tasks on the Tasks board.