The task queue is how the CRM distributes work to agents. Tasks appear in the left panel of the CRM main page and represent actions you need to take — answering a call, reviewing a case, replying to a message, or following up on a scheduled interaction. Tasks are routed to you based on your team assignments, queue configuration, and availability.
Availability: All clients Required permissions: taskrouter.task:receive (to receive tasks in the queue)
If you do not have the taskrouter.task:receive permission, the task panel displays: "You do not have permissions to receive tasks. Please reach out to your administrator if you are expecting tasks."
- Your administrator must assign you to one or more task queues through the Task Worker Pairing Configuration (TWPC). If you have the correct permission but see no tasks, confirm your queue assignments with your administrator.
- You must be in an active (online) status to receive tasks. The task panel header shows your current activity status.
From the CRM main page, the task queue panel on the left displays your current task assignments. Each task card shows:
- Task type (what action is needed)
- Contact name and information
- Timestamp
- Case information (if the task relates to a case)
- When a new task appears in your queue, review the task card to understand what action is needed.
- Select the task card to accept it.
Tasks have a reservation window — shown in a tooltip on the Task Queue panel — before they return to the queue if not accepted. The default is 2 minutes, but this is configurable per workflow by your administrator.
After you accept a task, the CRM navigates you to the relevant page:
- Case-related tasks (escalations, auto-created cases, snoozed cases, document uploads, scheduled calls, AI case reviews) navigate to
/crm/borrowers/:borrowerId/cases/:caseId. - Interaction tasks (inbound calls, texts, web chats, voicemails, emails) navigate to the interaction within its case context.
The task router supports 19 task types. The type determines what action you need to take and where the CRM navigates you after acceptance.
| Task type | Description |
|---|---|
answerInboundVoiceCall | An incoming voice call is ringing. This task does not appear in the left task queue panel — it surfaces in the navigation bar at the top of the page with Accept with recording and Accept without recording buttons. |
handleInboundInteraction | An inbound interaction (email, text, or other channel) has arrived and needs a response. |
handleUnboundInboundInteraction | An inbound interaction has arrived that is not yet associated with a borrower or case. You need to identify the borrower and link the interaction. |
replyToNewWebChat | A borrower has started a new web chat session and is waiting for a response. |
replyToAbandonedWebChat | A borrower started a web chat but left before receiving a response. Follow up on the abandoned conversation. |
replyToNewText | A borrower has sent a new text message that needs a response. |
reviewVoicemail | A borrower left a voicemail that needs review and follow-up. |
| Task type | Description |
|---|---|
reviewAutoCreatedCase | A case was automatically created by the system (for example, when a loan becomes overdue). Review the case details and take appropriate action. |
reviewAutoUpdatedCase | A case was automatically updated by the system with new information. Review the changes and determine next steps. |
reviewEscalatedCase | A case has been escalated and assigned to you for review. |
reviewEscalatedCaseAgent | A case has been escalated to you specifically as an individual agent. |
reviewEscalatedCaseAgentUrgent | A case has been urgently escalated to you as an individual agent. Treat this with higher priority. |
reviewEscalatedCaseTeam | A case has been escalated to your team for review. |
reviewEscalatedCaseTeamUrgent | A case has been urgently escalated to your team. Treat this with higher priority. |
reviewCaseInstructions | A case has instructions from a supercase that need your review and action. |
reviewSnoozedCase | A previously snoozed case has reached its wake-up time and needs your attention. |
smartReviewCase | An AI-assisted case review is ready. Review the AI-generated summary and take action on the case. |
| Task type | Description |
|---|---|
reviewDocumentUpload | A borrower has uploaded a document that needs review. |
makeScheduledCall | A call was scheduled for this time. Place the outbound call to the borrower. |
Three task types have specialized card displays in the queue:
- Scheduled call tasks (
makeScheduledCall) show the scheduled time range, contact information, and the interaction reason. - AI case review tasks (
smartReviewCase) show the case summary information and link directly to the AI-generated case analysis. - Text conversation tasks (
replyToNewText) show the most recent message content for quick context.
All other task types display a standard task card with type, contact info, and timestamp.