At Kustomer, we are committed to helping teams deliver exceptional customer service, not only by improving external interactions but also by streamlining internal operations. That’s why we’re excited to introduce Tasks—a powerful new feature designed to help teams manage, assign, and collaborate on internal work without leaving the Kustomer platform.

Designed with customer needs in mind and to enhance internal workflows, Tasks empowers teams to stay organized, reduce friction, and improve efficiency across the board. Tasks are seamlessly integrated with Kustomer’s AI agents, providing reps with clear, role-based guidance on their next actions, ensuring alignment with the support role each rep plays in collaboration with their AI agent team.

What Are Tasks?

Tasks allows agents to create, assign, and manage internal work separate from customer-facing conversations. With Tasks, agents can now handle work that requires collaboration from other teams or departments—such as billing, claims, or warehouse operations—without leaving Kustomer.

Tasks offer:

• Seamless Assignments: Easily assign tasks to specific users or teams.

• Cooperative Task Management: Use comments and mentions to ensure internal teams stay aligned.

• Deadlines and Reminders: Set due dates and receive reminders for upcoming or overdue tasks.

• Complete Visibility: Easily track all tasks, whether assigned to a team or individual, ensuring that no important details are missed.

How Tasks Works

The Tasks feature is designed with simplicity and efficiency in mind, ensuring that every team member can easily manage and collaborate on internal work:

• Create and Assign: Easily track all tasks, whether assigned to a team or individual, ensuring no important details are missed. You can create tasks directly from a customer's timeline, use routing rules to automatically assign tasks, or manage assignments via API for seamless task distribution.

• Collaborate in Real-Time: Stay connected with your team by using comments and @-mentions, enabling seamless internal collaboration.

• Track and Manage: Keep an eye on all your tasks, whether they’re assigned to you, your team, or related to a customer. You'll always know what’s pending, what’s complete, and what needs attention next.

Tasks are flexible and customizable, allowing your team to stay organized no matter the workflow.

How AI Agents Use Tasks to Streamline Workflow

Kustomer’s AI Agents enhance workflow efficiency by automating task creation and assignment, allowing teams to respond quickly to operational needs while keeping a human-in-the-loop for essential oversight. AI Agents work seamlessly with Tasks to:

• Generate and Assign Tasks Automatically: AI Agents create tasks when specific criteria are met within a customer interaction. For example, an AI Agent might generate a follow-up task after a customer requests an action, such as confirming a hotel cancellation or escalating a billing issue.

• Integrate with Task Routing: AI Agents leverage Task Routing to assign tasks based on attributes like team designation or priority level, ensuring tasks reach the right person or team promptly and effectively.

By combining automation with human-in-the-loop workflows, Kustomer’s AI Agents and Tasks work together to streamline operations, keeping agents informed and responsive—all within the Kustomer platform​​.

Why You’ll Love It

For Admins
Admins will appreciate Tasks for the control and visibility it brings to managing internal operations. Here’s how:

• Visibility into Team Performance: Admins can track task progress across agents and teams, ensuring accountability and transparency.

• Streamlined Workflow Management: By centralizing task management within Kustomer, teams no longer need external tools, reducing delays and inefficiencies.

• Customizable Reporting: Generate detailed reports on task performance, including overdue tasks and completion rates, to optimize your team’s productivity.

• Automation Capabilities: Set up automated reminders to ensure tasks are completed on time and nothing slips through the cracks.

For Agents
Agents will find Tasks invaluable for improving their daily workflows. Here’s why:

• Easy Collaboration: Tasks enable agents to assign work to internal teams (e.g., billing, claims), track progress, and get real-time updates—all without leaving Kustomer.

• Task Organization: Agents can see all tasks assigned to them in one place, helping them prioritize and manage their workloads effectively.

• Clear Communication: With comments and @-mentions, agents can communicate clearly with other teams, ensuring everyone stays on the same page.

• Reduced Mistakes: By keeping internal tasks separate from customer-facing conversations, agents are less likely to accidentally share internal updates with customers.

Use Cases

Here are just a few ways Tasks can improve your team’s workflow:

• Escalations and Issue Resolution: Assign escalated customer issues (like refund requests or claims) to specialized teams. Agents can track progress and ensure updates are communicated back to the customer.

• Cross-Team Collaboration: For tasks requiring input from other teams (e.g., a warehouse confirming shipment), agents can assign and track tasks directly within Kustomer, avoiding the need for email or Slack.

• Task Reminders and Follow-ups: Agents can set reminders for future actions, ensuring that important follow-ups (e.g., calling a hotel back to confirm a cancellation) happen on time.

• Service Operations: In industries like vacation rentals, agents can assign tasks like cleaning or maintenance to internal teams or vendors, track completion, and keep customers informed—all within Kustomer.

Why Kustomer’s Tasks Feature Stands Out

Kustomer’s Tasks isn’t just another task management tool—it’s a robust, flexible solution that adapts to your unique business needs and workflows. Whether you’re managing internal operations, collaborating across teams, or handling complex customer cases, Tasks offers unmatched customization and efficiency. Here’s what sets it apart from the competition:

• Unmatched Flexibility: With Kustomer’s Tasks, you can turn any object—such as refunds, returns, or escalations—into a task. This flexibility ensures that you can tailor your task management to fit your specific processes, far beyond the capabilities of other platforms.

• Advanced Customization: Take control of your workflow with customizable attributes, due dates, and notifications. Automate task creation through workflows, ensuring your team stays on top of every action without manual effort.

• No Additional Cost: Unlike many competitors that charge extra for task management features, Kustomer includes Tasks as part of your existing plan.

Experience the full potential of Tasks and revolutionize the way your team manages internal work—only with Kustomer.

Get Started with Tasks Today

Whether you're managing internal workflows, collaborating across departments, or handling complex customer issues, Tasks provides everything you need to stay organized and efficient—all within the Kustomer platform.

If you’re new to Kustomer, book a demo with our team today to see how Tasks can transform your internal workflows and help your team work smarter, not harder.

If you’re an existing Kustomer customer, reach out to your Customer Success Manager (CSM) for personalized guidance, or visit our Knowledge Base to explore detailed tutorials and best practices on using Tasks to streamline your operations.