Tasks that write themselves

In a service business, most of the work is follow-up. Call the customer whose policy expires next month. Chase the documents for a claim. Collect a KYC before it lapses. Call back the lead who asked for a call at 11:30.

The follow-ups that slip are the ones that depended on someone remembering to create them. So in klerc, the most useful tasks aren't typed at all: workflows write them from dates and events already in your data, and put them on the right person's list with the record attached.

Open the demo brokerage's task list and the first page reads like a to-do list nobody typed: an SLA breached on a claim assessment, KYCs about to expire for a run of customers, callbacks due this morning.

What a task carries#

Every task has:

• a title and a status;
• a priority and a due date;
• one or more assignees;
• a Relates to link — the policy, claim, lead or person it's about.

That last one matters most. A task that links to its record is one click from the context: the customer's details, their conversations, the notes the last person left. Record pages carry a Tasks tab too, so the work travels with the customer.

Creating a task by hand takes seconds — a title, a due date, an assignee and a linked record, with Create more for a batch. But the interesting tasks are the ones you never create.

Three workflows that write tasks#

When an SLA is breached#

Claims have deadlines. A workflow can watch a claim case as it moves through its stages and, when it breaches its SLA, raise a task for the assessor — high priority, due today, linked to the case. In the demo brokerage it arrives titled SLA breached on Claims Saathi: case_assessment, so the assessor knows exactly which stage ran over.

When a KYC is about to expire#

A scheduled workflow runs each day, finds the people whose KYC runs out in the next 30 days, and creates a task for each owner to collect fresh documents. The KYC status and valid-until date live on the person record, so the workflow has everything it needs:

Trigger    Run on a repeating schedule · every dayFind       People whose KYC is valid until a date in the next 30 daysFor each   Create a task "Collect KYC documents"           Assign to the record owner · due in 7 days           Relates to: the person

When a customer asks for a callback#

A telecalling flow moves leads from allocation to a calling queue, a contact attempt and a callback. When a call ends with "ring me back at 11:30", the time goes on the card — and a workflow raises a task for the caller, due at that time. If the callback slips, the card turns red on the board.

Priorities and due dates that mean something#

A task list is only useful if its order is honest. Two rules keep it that way:

• Let the data set the due date. A renewal task falls due a fixed number of days before expiry; a callback falls due when the customer asked. Nobody has to guess.
• Save high priority for things with a clock — an SLA, an expiry, a promise to a customer. If everything is urgent, nothing is.

Views for overdue, today and the next seven days, and filters by assignee, let each person start the day with the right list — and give managers a way to see what's slipping before a customer does.

Notes keep the context#

Tasks say what to do; notes say what happened. Notes attach to records and carry tags such as escalation, kyc or renewal, with the author and the time. A line like Insurer regional office escalation done — reference 97722 can save the next person twenty minutes on the phone, and the notes view lets anyone pull up every escalation in one place.

Talk about the work where the work is#

Some follow-ups need a quick conversation first. Team Inbox is klerc's internal chat — direct messages and private group channels, with threads, an activity view, a Later list and drafts — kept entirely apart from the customer inbox. Mention a teammate, link the record, and the discussion sits beside the work instead of in another app. Guests you invite from outside the organisation see only the conversations they're added to.

Put time-bound work on the calendar#

Anything with a time slot belongs on a calendar: health check-ups, claim surveys, review meetings, a callback at 3 pm. Calendars show events and bookings by month, week, day, agenda or year, and a team can keep several side by side.

Notifications that point at work#

Notifications cover new leads, workflow runs and mentions, with an optional weekly digest. Anything that needs a decision gathers in its own Actions tab, so it doesn't drown among the updates.

Tasks that write themselves change what a task list is for. It stops being a record of what people remembered and becomes a list of what the business needs done today — each item owned, dated and one click from the customer.

Read more in Tasks and notes, Team Inbox, Calendars and Workflows, or see the Tasks & Notes module.