Every piece of communication in Spinoco is handled as a task. Understanding how tasks work is the foundation for everything you do in the platform—from answering calls to replying to emails to resolving customer queries.

Use this guide to learn what tasks are, how they are assigned, and how to resolve them.

What is a task?

A task is created every time a customer reaches out to your team. The type of task depends on the channel the customer used:

• Phone call — An incoming call creates a call task. It is resolved when your team speaks with the customer.
• Email — An incoming email creates an email task resolved through written correspondence.
• Chat — An incoming chat message creates a chat task resolved through a real-time conversation.
• SMS — An incoming text creates an SMS task handled like other written tasks.

You can also create a task manually to track a follow-up action or a request that didn't come in through a communication channel.

How tasks are assigned

Spinoco automatically assigns tasks to team members based on skills — labels that describe what type of work each person and each task is suited for. When a task comes in, Spinoco finds a team member whose skills match the task and routes it to them.

Tip: To learn how skills work, see Get started with skills on the desktop app.

How to resolve a task

Tasks stay open until they are resolved. The way you close a task depends on the channel:

• A call task is automatically resolved when your team speaks with the customer.
• An email or chat task is resolved when you click the checkmark button in the task header after the conversation is complete.

Closed tasks are recorded in your team's statistics and reports.

Tip: Use hashtags to tag the outcome of a task before or when closing it. See Get started with hashtags on the desktop app.

For more information on managing tasks, see Manage email tasks with the desktop app and Manage chat tasks with the desktop app.