Work your office tasks

Overview#

Tasks is the office's shared to-do list. Tasks come from three places: the AI receptionist and the text agent (a caller who couldn't be booked, a message, a reschedule request), automations that file a task (for example "Call new leads within 15 minutes"), and people on your team. Each task has a priority, an optional type and due time, and links to the customer, job, lead or call it is about. When someone marks a task done, it's off everyone's list.

Before you start#

• Who can see Tasks: owners, admins, dispatchers, Customer service, accounting and viewers. Technicians don't have Tasks.

• Who can work tasks (finish, reassign, add): owners, admins, dispatchers, Customer service and accounting. Viewers see the list read only, with no buttons.

• Task types and routing are set by people who can manage the agents (owners and admins) in Settings › Phones › Escalations & Tasks.

• Open Tasks from Tasks in the left menu. A number next to it shows how many open tasks are yours.

Steps#

Find your tasks#

1. Go to Tasks.

2. Pick a view at the top of the list:

   • My tasks: open tasks assigned to you, plus tasks sent to your role's queue that aren't assigned to a person. This is the default.

   • Team tasks: every open task in the company.

   • Done: finished tasks, with who finished them, when, and their note.

3. Read the list. Open tasks are sorted by priority (Urgent, High, Normal, Low), then by due time, then oldest first. A red overdue badge at the top right shows how many open tasks are past due.

4. Read each row:

   • The icon shows where it came from: a phone for the AI receptionist, a speech bubble for the text agent, a checklist for anything else.

   • An Agent badge marks tasks created by an agent or an automation.

   • The priority badge, the task type, and (for agent tasks) the outcome, for example "Message taken" or "Asked to cancel (agent not allowed)".

   • Below: who it is assigned to, Due time (red when overdue), Created time, and links to the customer, Job #, Lead or Call.

Finish a task#

1. Do the work (call the customer back, book the job, answer the question).

2. On the task, type an optional note in Note (optional), for example "Booked for Thursday".

3. Click Done. The task moves to the Done view.

   • If the task came from a call and it was the last open task on that call, the call's follow-up is closed too, so you don't have to clear it again on the Calls page.

Hand a task to someone else#

1. On the task, open the Reassign to dropdown.

2. Pick Team queue, a role queue (for example "Dispatcher queue" or "Accounting queue"), or a person.

3. Click Reassign.

Add your own task#

1. In the Add a task panel on the right, fill in What needs doing, for example "Call back about the estimate".

2. Add Details (optional) if the next person needs context.

3. Choose a Type if one fits. The type sets the priority and the due time. Leave it as None for a plain task.

4. Choose who it's for in Assign to. It starts as you. You can pick Team queue, a role queue or a person.

5. Click Add task. Double-clicking won't create two.

Settings that change this#

Open Settings › Phones › Escalations & Tasks (or click Task types and routing on the Tasks page).

• Task types: each type has a Name, a Description (the agents read it to decide when to use the type), who it goes to, a Priority, a Due in (min) time and an Active switch. Click Save on a type, Add task type for a new one, or Make catch-all to choose the type used when nothing else fits. TradesWork creates a catch-all called "Follow up" (normal priority, due in 120 minutes) the first time it needs one.

• Which outcomes create tasks: for each call or text outcome (Booked, Not booked, Escalated to a person, Message taken, reschedule and cancel requests, and so on) tick whether it becomes a task and pick its type. A blank type uses the catch-all. Click Save routing. Out of the box, Not booked, Escalated, Message taken, reschedule and cancel requests, Rescheduled and Canceled create tasks; Booked, Confirmed and Excused don't.

• Escalation triggers on the same page can send a specific kind of conversation to a specific task type.

• Automations with a Create an office task step choose their own title, priority, assignee and due time (see the automations articles).

Tips#

• Use role queues rather than one person when a task can be done by anyone in that role. It shows in My tasks for everyone in the role until someone finishes it.

• Write a short completion note. It shows in Done and saves the next person a phone call.

• Give urgent work its own task type with a short Due in (min), so overdue items stand out in red.

Troubleshooting#

• A task I expected isn't in My tasks. Cause: it's assigned to a different person or role, or to the team queue. Fix: check Team tasks.

• I see the list but no Done or Reassign buttons. Cause: your role reads tasks but can't work them (viewer). Fix: ask an owner or admin to change your role if you need to work tasks.

• Tasks isn't in my menu. Cause: technicians don't have Tasks. Fix: none needed; the office works tasks.

• The agents create too many tasks for booked calls. Cause: the outcome is ticked in Which outcomes create tasks. Fix: untick it and click Save routing.

• A new task has no due time. Cause: no type was chosen, or its type has no Due in (min). Fix: pick a type with a due time, or set one on the type.

FAQ#

Can I edit a task's title or delete a task? Not today. You can finish it with a note or reassign it.

Can I set a specific due date when I add a task? Not from the Tasks page. The due time comes from the task type you choose.

Where do tasks from automations go? To the person or role chosen in the automation's task step. If none is set, to the task type's assignee.

Do customers see tasks? No. Tasks are internal to your office.

Coming from ServiceTitan#

ServiceTitan's Tasks page lists tasks with several statuses and filters and lets you export them. In TradesWork the same work lives on Tasks, with three views (My tasks, Team tasks, Done) instead of status filters. Tasks can be assigned to a role queue as well as a person, and the AI receptionist and text agent file tasks for you based on each call or text outcome, set in Settings › Phones › Escalations & Tasks. Exporting tasks isn't available yet.