What is it?

A simple to-do list for your staff at Tasks — call this customer back, follow up on a quote, confirm appointment. Tasks have a due date; an hour before the deadline the person it belongs to gets a reminder in their own Telegram — or, if they have not linked one, your operator group does. Every alert we send there — a new lead, a task falling due, a complaint, a problem with your AI key — starts with the account name, so if one Telegram chat serves several of your accounts you can tell at a glance which one it is about.

A promise made to a caller becomes a task by itself

When a call ends with somebody owing the caller something — a callback promised, a question the agent could not close — a task appears in this list with the caller's number, what they wanted, and a due time. Nobody has to remember to create it.

A task is NOT raised when:

• the call was under 30 seconds, so there was no conversation to owe anything from;
• the call did not end in a callback agreement and no date was named. The agent answering a question and mentioning that an operator could also help is not a promise;
• the summary came back empty, so the call had no content;
• a person took the call. A call handed to somebody belongs to that handover: if they answered, they spoke to the caller; if nobody answered, the task appears from the handover instead, carrying how long it rang and which group was called.
• that caller is already on somebody's list. Two calls from the same person in an afternoon are one job, not two.

The task is typed «call» and linked to the caller's lead, so it also shows in that lead's «Next step» block, and to the call itself, so the recording and the summary are one click away.

One notice, then the morning list. The person who owes the call hears about it once, when the promise is made — in their own Telegram if it is linked, otherwise in the operator group. The call is due within the hour when the promise falls in your working hours, or first thing on the next working morning. After that the promise is not chased task by task: the morning list counts the callbacks still owed and how many are late, and From calls on the Tasks page shows them. A task you wrote yourself is still reminded about an hour before its time and once more when it is late.

Every task has somebody's name on it

A task nobody owns is not a task. Whenever one is created — by the agent after a call, by a transfer nobody picked up, by you on a lead card, or by a repeat of a task you finished — it is handed to a person straight away, in this order: whoever is already handling that customer (the owner of their lead); then the person responsible for this customer — set on their contact card — or for their company; then whoever actually spoke to them; then the person on duty for tasks; then whichever colleague has the fewest open tasks; and a manager if none of those apply.

You choose the person on duty on the Staff page — «On duty for tasks». Leave it empty and the task simply goes to whoever has the fewest open ones. Only real people are offered: an AI employee cannot ring a customer back.

The person is told in their own Telegram if they have linked it, and the task appears in their morning list either way. If they do not press Got it within two hours, the operator group hears about it, in working hours.

Tasks that already belong to nobody. Anything created before this rule stays unassigned — nobody is reminded about a task without an owner. On the Tasks page a manager sees how many there are and can hand them all out at once, by the same chain. Each person gets one message saying how many are now theirs, not one message per task.

Your own work, on the screen too. The sidebar shows the number of YOUR tasks due today or already overdue, and the Tasks page opens on your own queue. A manager keeps seeing the whole team — that is the job — and can switch with All. The list itself reads as a day: Overdue, Today, Tomorrow, Later, with the date said once per section instead of on every row.

Viewers never receive tasks or leads. On the Tasks page, Today shows only what is still due today.

If a task goes past its date

An hour before a task is due, the person it belongs to gets a nudge — in their own Telegram if they linked it, otherwise in your operator group. If the date passes and the task is still open, the group is told once more — this time with who it belongs to, or that nobody took it, and how late it is. A task nobody took is the usual way a caller is lost, so it says that in as many words. Callbacks the agent promised on calls and chats handed to a person are not chased one by one: they are counted in the morning list, and the group hears how many customers are waiting.

Find what was said. On History there is a second field: type a word and you get the conversations where it was actually spoken or written, each showing the line that matched and who said it — so you can answer «did anyone ask about this?» without opening calls one by one. It covers the last 90 days, voice and text alike, and returns the 30 most recent matches.

Where leads come from. Pipeline reports show, for the period you pick (30 days unless you change it), how many leads each channel brought and what share of them was won — so you can see which line earns its keep. Below it is why leads were lost, and honestly: the block leads with how many losses were closed without a word about why, because a chart of one written reason would flatter the data it stands on. The reason is asked for when a card is moved into a losing column.

When you drag a card into a won or lost column, the reason is asked with buttons, not a typing box — for a loss your own wordings first, then a few common ones; for a win, a few common reasons. One tap and it is recorded; Skip moves the card without a reason, because the move should never depend on answering a question.

What the operator group hears. By default every customer message is mirrored into that group. On a busy line that is hundreds a day, and the notices that need you — a new lead, a task falling due, somebody waiting for a person — get lost between them. Settings → Automation → «What the operator group hears» has three positions: every message, as before; only where a person is wanted — the customer asked for a human, somebody took the conversation over, a photo arrived, or the agent did not answer, while everything it handled by itself stays in Chats where it already is; or new leads only, with no conversations at all. Nothing changes until you choose.

Nobody answered. The agent handles almost every conversation, so the few that need a person are easy to miss. When conversations have been waiting for a human longer than half an hour, your operator group is told how many — a number, not a wall of names — at most once every two hours — sooner only if the queue has grown materially — and only inside the hours you said somebody is there. Open Chats → «Awaiting reply» to see them, longest wait first.

Given is not taken. When you hand a task to somebody, they get it in their own Telegram with two buttons: Got it or Can’t. Until they press, the row says Not acknowledged — so you can see the difference between work that has an owner and work that merely has a name on it. Can’t hands it straight back and says so in the group, which is better than it being quietly nobody’s. A task nobody acknowledges for two hours is mentioned in the group once, in working hours. The same Got it sits on the task’s row and on its page in the dashboard, so a colleague who has not linked Telegram acknowledges there.

Urgent, and every week. A task can be marked Urgent or Can wait — urgent ones head the morning list whatever the clock says. A task can also repeat every day, every week, every month, every quarter, every six months or every year: the next copy appears the moment you finish the current one, so there is never more than one open copy. Finish it and it comes back; dismiss it and the series ends. A monthly task keeps its date — the 25th stays the 25th, and a task on the 31st falls on the last day of a shorter month and returns to the 31st after it.

A task from where you already are. On a call page and in a conversation there is «Make this a task»: the person, a suggested wording and tomorrow morning are already filled in, so the only thing left to decide is the date. Tick On me and it joins your own morning list. It appears on a conversation only once we know which person the chat is — a task about nobody is not a task.

Your day, each morning. Everyone who linked their Telegram gets one message when the working day starts: what is late, then what is due today — nothing further out, so the list stays something you can finish. A day with nothing due says nothing at all. The team view is unchanged: the shared group still gets the summary of who is carrying what.

Every task has a page. Click the task’s title in the list to open it: the whole note, who has it and whether they acknowledged it, the call or conversation it came from, and the controls to finish it, dismiss it or change what it says, when it is due, how urgent it is and whether it repeats. Reassigning a task hands it to the new person in their Telegram and resets the acknowledgement.

Give each person their own line. On the Staff page an admin gets a personal Telegram link for each colleague who can be handed work. Send it to them; they press Start once and from then on their own tasks and reminders arrive in their own chat instead of the shared group — with the same two buttons. Nobody is linked by default, and an unlinked person's tasks keep going to the group, so nothing goes quiet. An overdue task is the one exception: it is said in both places, because being late is the team's business. You can unlink somebody any time — when they leave, or when the phone changes hands.

The people who run the team link their own Telegram. A manager or an admin who signs in with their own login sees Link my Telegram at the top of the Tasks page (once your account has its own operator bot — Settings → Operator Bridge). From then on what needs their attention comes to them personally, not only to the group: a task past its date, a task nobody said «Got it» to, customers waiting for a person, and the morning list — on an account with no operator group, they are the ones who hear it. Operators do not need it: in the dashboard the menu numbers update by themselves and a new or due task says so in the corner.

Under every task message there are two buttons: Done closes it, Tomorrow moves it a day and it will be chased again then. Pressing one changes the task in your dashboard straight away, so nobody has to open a laptop to tick a box. Only presses from your own operator group count.

Quiet out of hours. The «due in an hour» reminder, overdue notices, the morning list and «customers are waiting» wait for the hours you said somebody is there and skip your days off — both set under Telephony → Who takes the call («When people are at work», «Days off»). A task somebody hands you right now still arrives at once. What is late stays late and is said in working hours: a message at midnight only teaches people to mute the bot, and then the message that mattered arrives muted too. A task more than 3 working days late is no longer listed one by one in the morning lists: it folds into one «long overdue: N» line and waits under Long overdue on the Tasks page. Nothing is closed for you.

The morning list

Once at the start of your working day, your operator group gets one message: a line per person with how many open tasks they have and how many are late, a line for the callbacks the agent promised on calls (when there are any, with how many are late), and a last line for what nobody has taken. That last line is the point — a task with no owner is the usual way a caller is lost, and it is invisible in every message that names a single task.

One message, not twenty: your bot is rate-limited by Telegram like everyone else's, and a morning of separate pings is how a team learns to mute it. Nothing is sent on a day with no open tasks, nothing before your working hours begin, and nothing on your days off.

Manual tasks:

Click Add task on the Tasks page: write what needs to be done, pick when it is due and, if you like, a type, how urgent it is and whether it repeats. A task about a particular customer is set from their lead card (Next step) or with «Make this a task» on a call or a chat, so it is linked to them. Same notification flow.

Who set it. A task a person sets — here, on a lead or company card, in a note's next step or in the mobile app — remembers who set it. Its row shows Set by … to everyone else, and Set by me above the list shows the work you handed out, whoever has it now and whether it is done. Managers and administrators find the same list in the mobile app under My work. Each new task is also written to the activity log. Tasks the assistant sets after calls and chats have no author, and tasks set before 6 October 2026 do not show one.

How the reminder works:

About an hour before a task is due, the person it belongs to gets one reminder in their own Telegram — or the operator group, if they have not linked one — with the task, a link to the contact and what it is about. Each task is reminded once, and only in working hours — never at night or on a day off.

Controller — the reminder on the person's phone. In Task settings at the bottom of the Tasks page an admin can switch on «Controller — remind the assigned person when their task is due». When a person's task is due soon, the reminder then also arrives on their phone in the SIPmind app — it works on an account without Telegram, too. Off until you switch it on.

Require a result to close (optional):

Admins can turn on "Require a result to close a task" in Task settings at the bottom of the Tasks page. When on, a task can't be closed without a short written result — on the lead card the result field becomes required, and the Done button on the Tasks page asks for the result first. The result is saved to the accountability journal, so a manager can see not just that a task was closed, but how. Off by default — nothing changes until you enable it.

Require a reason to close without a result (optional):

Next to it in Task settings: "Require a reason when a card closes without a result". When on, moving a lead or a request to a «lost» stage asks why — on the board, in the card, in bulk, in the mobile app and through the API — and the move does not happen without an answer. The reasons then show in the reports, so you can see why customers are lost. Off by default.