Tasks

When a robot, a flow or an assistant needs a person to decide —approve a payment, check a value, authorize an exception— it creates a task. They all land in the same place: Tareas (Tasks) on the menu rail. Nobody has to chase loose emails, and every decision is recorded with who made it and when.

Where they are

• Tareas › Bandeja (Tasks › Inbox) shows open tasks. The rail shows how many you have pending.
• Tareas › Resueltas (Tasks › Resolved) shows the ones already decided, cancelled or expired.

When a task reaches you, you find out right away with notifications: on the portal’s bell and, if you turn them on, in your browser or on your phone.

Inside the screen, the Abiertas (Open), Mías (Mine) and Resueltas (Resolved) buttons switch the view. At the top you see how many are unclaimed, how many are yours and how many are open; the list updates on its own («En vivo», live).

Which tasks you see

You see tasks addressed to you, to your roles, to the groups you are in or own, to the people you cover as a substitute, and the ones you claimed or decided. Whoever manages tasks (permission to see them all) sees the whole environment’s tasks.

Each row shows the title, the status, where it comes from (Asistente, Flujo de asistente, Proceso, Flujo or API), its catalog, who it is addressed to and how long it has been waiting. The Fuera de plazo (Overdue) and Alta (High priority) tags help you decide where to start. You can filter by catalog and export the list; the export respects what you can see.

Possible statuses are Pendiente (Pending), Tomada (Claimed), Decidida (Decided), Cancelada (Cancelled) and Vencida (Expired).

Handling a task

1. Open the task. At the top you see when it was created, its response target and, if it has one, when it expires.
2. Review the context: the flow case or queue item it comes from, the data the assistant provided, the attachments the task comes with (up to 10, added by the robot, flow or assistant that created it; images show inline) and, if it came from a conversation, the link to read it.
3. Click Tomar (Claim) if you will take your time: it stays in your name for 30 minutes so nobody else decides it at the same time. Soltar (Release) frees it.
4. Under Decidir (Decide), fill in the form if there is one, write a comment (conditions, reason or instructions to continue; it is audited) and click the matching option, for example Aprobar or Rechazar.

Once you decide, whoever asked continues on its own: the robot receives the answer, the flow takes the matching branch and the assistant resumes the conversation with the user. If the conversation was on WhatsApp and more than 24 hours have passed, Zoan Cloud sends an approved template to resume it.

Sensitive data

If the task carries hidden personal data, you will see Mostrar datos sensibles (Show sensitive data). Revealing it is recorded in the audit log.

Reassigning or cancelling

With permission to manage tasks you can:

• Reassign: in Asignar a (Assign to) pick a person, a role, a group or a group’s owner and click Aplicar (Apply). Next to each role and group you see how many people it has, so you don’t send the task to an empty one.
• Cancel: say why; the reason is audited.

Deadlines and notifications

Each task can have two deadlines:

• Response target: the organization’s goal, set per origin under Administración › Organización y SSO › Plazos de atención de tareas (SLA), optionally in business hours. If it passes without a decision, the task is escalated once to the escalation target and the deadline is extended.
• Expiry: the hard limit. If it arrives and there is nobody to escalate to, the task becomes Vencida (Expired) and whoever asked follows its “no answer” path.

The addressed people or role get an email when a new task arrives, with a direct link, and a reminder halfway through the deadline. If overdue tasks pile up, administrators are notified. On Inicio (Home), the Tareas fuera de plazo card takes you straight to them.

Metrics

The Métricas panel (7, 30 or 90 days) shows how many tasks were created and decided, decision time (with its median), the percentage on time, expired ones, a per catalog breakdown, who decides and where decisions come from. Use it to see where approvals pile up and adjust deadlines or people.

Starting a case

Tareas › Iniciar un caso (Tasks › Start a case) gathers the flows that start with a form: pick the process, fill in the form and the case starts right away. See Start a case with a form.

Next steps

• Human Tasks — create and wait for tasks from a robot.
• Forms — ask for structured data in the decision.
• Human decisions in batches — review many cases at once.
• Groups, recipients and substitutes — route tasks to teams and cover absences.
• Users and roles — permissions to view, claim, decide and manage tasks.