Tasks | Editing tasks

Content

• Editing and deleting tasks directly in the table
• Structure of the task detail view
  • Setting a due date
  • Managing task information in the sidebar
  • Linking tasks together
  • Assigning a responsible person
  • Changing the category
  • Choosing labels
  • Summary for structured categories
  • History
• Communicating with residents and the team
  • Replying to the requester
  • Internal comments
  • Inserting images or PDFs
  • Editing comments and messages
• Involving a third party
• AI features for processing tasks
• Editing internal tasks (Beta)

In the Tasks area of the Allthings Cockpit, you can efficiently process and manage tasks. The following sections guide you from quick edits directly in the table, through the detail view and managing task information, to communicating with residents, team members, and third parties.

Editing and deleting tasks directly in the table

You can make many adjustments without opening a task – directly in the row of the task overview:

1. Select the task: Check the checkbox at the start of the desired row. A message appears above the table: "Click the selected row to edit it.".
2. Open edit mode: Click the selected row. The row switches directly into edit mode without opening the detail view.
3. Adjust fields directly in the row: Edit the fields marked with an asterisk directly in the row:
   • Select or enter Status, Assignee, Category, and Subject.
   • Change location: Use the Change location button to update the assigned location.
   • Manage labels: Use Add label to assign labels or create new ones.
4. Save or discard: Confirm your changes with Save or discard them with Cancel.
5. Delete task: Use the trash icon above the table to delete the selected task.

If the subject is changed, an internal comment documenting the change is created automatically. Edit all other fields and features, including the Due date, as usual in the detail view (see the following sections).

Structure of the task detail view

Opening a task takes you to the detail view. It is fully responsive and adapts to all screen sizes, so you can comfortably process tasks on smaller screens and mobile devices too. On the left you see the message history with the full communication; on the right, the sidebar with all the relevant task information. The task header above the message history shows the task number and subject, and on the right the task's Due date and Status. You can adjust the split between the two areas yourself: drag the divider between the message history and the sidebar left or right to give the sidebar more or less space. This setting is not saved – the default split is restored when the page is reloaded. Editable fields are marked with a pencil icon – clicking it opens the corresponding field for editing.

Changes to an open task – for example new messages or a new status – appear automatically, without you having to reload the page. If you have scrolled up in the message history, the New messages button takes you to the latest message.

The sidebar organizes task information into the following sections:

• General information: Requester, location, category, and labels. For tasks from sources such as the email inbox or web form that are not yet assigned to a location, you'll also find the Change location button here: it lets you assign the task to a location and, optionally, a requester – the originally unknown person is kept as an involved person.
• Linked tasks: related, parent, or child tasks, see Linking tasks together.
• Summary: for tasks with a structured category, the information collected at creation, shown as a clear info box.
• History: a chronological overview of all status changes and messages.
• Attachments: all files added to the task. Use the download icon to download individual files, or Download all to download all attachments at once. You can also drag images directly out of the task (drag & drop) – for example, onto your desktop or into an email. This works both in the message history and in the sidebar, and only applies to images, not to other file types such as PDFs.
• Involved Parties: everyone and everything involved in the task – including automated systems and agents.
• Status and Assignee: the current processing status and the responsible person.

Note: Tasks from sources such as the email inbox or web form can be opened by any team member of your company who can see the task in the task overview – even without permission for all areas of the connector. Tasks belonging to another company are not accessible.

Setting a due date

Use the due date to define by when a task should be processed. This helps you keep track of deadlines and prioritize your tasks. The due date is optional – by default, no date is set.

You'll find the due date in the header of the detail view, to the left of the Status – not in the sidebar.

1. Set a due date: Click Set due date. A calendar opens in which you select the desired date. The date is saved immediately and then shown as "Due [date]", for example "Due Oct 20".
2. Change the due date: Click the existing date and select a new date in the calendar.
3. Remove the due date: Click the existing date and then click CLEAR in the calendar.

After each change, the message "Due date updated" appears and the change is recorded in the History. If the due date is in the past, it is highlighted in red.

Good to know:

• The task overview has its own column for the due date. Overdue dates appear there in red with a warning triangle. You can sort and filter the table by due date, see Task overview and status and Searching and filtering tasks.
• You can already set the due date when creating a task (see Creating tasks) or change it later in the detail view. It cannot be edited in the table.

Managing task information in the sidebar

Use the sidebar to classify and organize a task: assign a responsible person, change the category, assign labels, link related tasks together, and keep an eye on the summary and history.

Linking tasks together

In the Cockpit, you can link tasks together to keep track of related requests – for example several reports about the same damage, or a bulk task with many individual tasks. Linked tasks are shown in the "Linked tasks" section in the right-hand sidebar of the detail view.

Relationship types: When linking, you choose one of three relationships:

• Linked: the two tasks are connected without any hierarchy.
• Parent: the selected task becomes the parent task.
• Child: the selected task becomes the child task.

A task can have at most one parent task, but can itself have its own child tasks. Each task can have up to 100 linked tasks (linked, parent, and child combined). Links that would create a loop (task A → B → C → A) are rejected by the system with an error message.

Linking a task:

1. Start linking: In the "Linked tasks" section, click the plus icon.
2. Choose the relationship: Select "Linked", "Parent", or "Child".
3. Search for a task: Enter a search term. All tasks you have access to are shown – regardless of status or type. Use "Show closed tasks" to also include closed tasks in the search.
4. Select the task: Click the desired search result to create the link.

The link appears immediately on both tasks – regardless of which task you created it from.

Viewing and filtering linked tasks: Use "View all linked tasks" to open the full list with task number, relationship, status, category, subject, requester and assignee, and role. Use the filter chips above the list (e.g. "Assignee", "Requester", "Third party", "Closed") to narrow the list down by the status of the linked tasks. Use the search field to search the already linked tasks by keyword.

Changing the relationship afterwards: Use the dropdown menu next to the relationship of an already linked task to change the type of link afterwards, without having to remove it first.

Removing a link: Hover over a linked task entry and click the X icon. The link is removed from both tasks immediately. If the removed task was a child task, it becomes a standalone task again, no longer marked as a child – but it is not deleted and continues to exist.

Sorting: Parent tasks are shown first, followed by linked (neutral) tasks, and finally child tasks.

Access to linked tasks outside your permission scope: Links can also include tasks from areas you do not have access to yourself – for example if permissions change afterwards. In this case, the list only shows the relationship and a "Task without access" notice, without any further details about the task in question. A new link can only be created via the Cockpit interface if you have edit rights on your own task and view rights on the target task.

Due date of linked tasks: The "Due date" column shows the due date of each linked task, see Setting a due date.

Assigning a responsible person

When you process a request, you are automatically assigned to the task as the responsible person. To assign a task to a different team member or a third party, open the request. In the right-hand sidebar, you'll find the "Assignee" field. Click the pencil icon to open the search, which lets you select the desired person or a specific role. The assignee receives all email notifications for further exchange with the requester.

Special case for tasks from the email inbox or web form: For tasks from the Omnichannel-2-Ticket connector (e.g. email inbox or web form) that are not yet assigned to a specific location, you can choose from all team members with permission for your company's task management – even across apps. Once the task is assigned to a specific location, only team members with permission for that location are available for selection.

Changing the category

If the category of an existing task seems unsuitable, you can also adjust it afterwards. To do so, click the field under "Category" in the right-hand sidebar and select the new category. You manage request categories in the platform settings. You can find a detailed guide here.

For tasks received via the AI phone assistant, the categories of that source are also shown in the selection field. Structured (and therefore also featured) request categories, however, do not appear in this selection field – tasks with a structured category are tied to their original category and can no longer be recategorized via this field once created.

Choosing labels

Labels enable an additional layer of classification alongside categories and make it easier to process and filter tasks by specific topics.

• Multiple labels per task: Unlike the category, you can assign several labels to a task.
• Predefined and custom labels: Choose from predefined labels or create new ones directly via the text field.
• Internal visibility: Labels are only visible in Cockpit and are not visible to the requester.
• Efficient work: Labels let you quickly group similar requests and process them together.
• Automatic system label: In addition to manually chosen labels, the system automatically adds a label to every task showing how it was submitted (for example App, Cockpit, E-mail, Phone, Web, WhatsApp, or Yarowa). This label cannot be edited or removed by team members. It can be filtered like any other label in the table view, and is available for analysis in Insights under the "Sources" filter.

Summary for structured categories

For tasks with a structured category, the information collected at creation is shown together in the "Summary" info box in the right-hand sidebar. This lets you see the key facts of a request at a glance, without having to search through the whole history.

If the structured content is written in another language, you can translate it with a click: click the translation icon next to the "Summary" heading (tooltip "Translate summary"). The entire structured content of the info box is then translated at once into your Cockpit language. Click again to switch back to the original text.

You can find more on setting up structured request categories here.

History

In the "History" section, you see a chronological overview of all activity on a task – such as status changes, assignments, due date changes, links between tasks, and messages sent. This lets you track the processing status at any time.

• Person and avatar: Each entry shows the profile picture (avatar) and the name of the person who performed the action.
• Color-coded status: Status changes are highlighted with color:
  • Waiting for assignee: grey (internal)
  • Waiting for third party: green (external)
  • Waiting for requester: light blue (resident)
• Due date: When a due date is set, changed, or removed, a separate entry appears – for example "changed the Due date" with the old and new date. A removed date is shown struck through.
• Compact view: By default, the three most recent entries are shown. Use "Show more" to expand the full history, or "Show less" to collapse it back to the last three entries. Close the whole section using the collapse icon in the heading.

Communicating with residents and the team

All communication takes place in the message history on the left – both with the requester and internally within the team.

Replying to the requester

To reply to a request, use the reply field of the task. Make sure the tab is set to "Resident" (selected by default), then proceed as follows:

1. Write your reply: Enter your message in the text field.
2. Attach files: If needed, add images or PDFs via the paperclip icon. You can find an overview of supported file types here.
3. Adjust the status: Click the small arrow at the bottom right next to the send button to show the status options. Choose whether the task status should stay the same or change.
4. Send the reply: Confirm sending by clicking the send button.

Note: For non-addressable requesters, your reply does not reach them by email. The task displays a note: "Not reachable by email". Replying directly via the task is therefore not effective – contact the person through another channel instead.

Note: On smaller screens, the reply field is initially shown in a compact form and only reveals the additional features (AI:ON, canned responses, attach file) once you click into the text field – leaving more room for the message history.

Internal comments

If you need to coordinate internally on a task, use the "Internal" feature directly above the reply field. The comment appears in the message history, is highlighted with color, and is visible only to team members. The requester has no visibility into it.

You can still add an internal comment to a task that is already closed, without reopening it. Replying to the requester is not possible on a closed task – to do so, first reopen the task via "Reopen task".

Inserting images or PDFs

When processing a task and communicating with a third party or the requester, you can insert images or PDFs. To do so, simply click the paperclip icon in the editor and select the file. Alternatively, you can conveniently drag and drop images – this applies to images only, not PDFs; add PDFs via the paperclip icon.

Editing comments and messages

To keep communication clear, you can edit your own messages and comments after the fact. Hover over your message and click the pencil icon (Edit) to adjust the text.

Please note the following rules:

• Time window: Editing is only possible within 7 days of posting.
• Read lock: As soon as the requester (resident) has read a message in the app, the edit function is immediately locked.
• Labeling: Every edited message is automatically marked (edited) in the history.
• Other people's comments: You cannot edit messages from other team members or third parties.

Involving a third party

If you want to assign a task to a third party, make sure it is already set up in the system. If so, you can assign the task to a responsible person at that third party and set the status to "Waiting for third party". If not, you must first add the third party under "Companies" and invite the relevant employees. Third parties are typically assigned the permission "Task management | Manage external tasks".

AI features for processing tasks

When processing tasks, the intelligent AI:ON Assistant supports you with various features to speed up your workflows and simplify communication. Click the AI:ON icon in the reply field, or hover over an incoming message, to access the relevant feature.

• Generate answer: The Assistant automatically drafts a suitable reply to the incoming request. Please note: this feature can only be used for the first reply.
• Improve my answer: The Assistant revises and improves your own written message. You must enter some text into the reply field first.
• Summarize problem and current status: Analyzes the task history so far and creates a concise summary of the communication and current status, automatically saved as an internal comment.

Two additional tools based on a separate translation feature (DeepL) are also available, independent of the AI:ON Assistant:

• Translate message: Incoming messages from the requester can be translated directly into your language with one click on the translation icon on the message.
• Translate summary: For tasks with a structured category, translate the entire structured content of the "Summary" info box into your language with one click on the translation icon next to the heading.

You can find more information here.

Editing internal tasks (Beta)

Beta: Internal tasks are currently only enabled for selected property management companies.

You edit internal tasks in the same detail view as other tasks, with the following differences:

• Type: In the sidebar under "General information", the type shows "Internal task".
• Internal comments only: In the message field, only "Internal" can be selected ("Visible to: Internal"). Messages to residents are not possible.
• Requester: This is always the team member who created the task and cannot be changed.
• Category: Only categories for internal tasks are available.

You edit the assignee, status, due date, labels and linked tasks as usual. Find out more in the article Internal tasks (Beta).