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Tasks

How tasks work in Stuut — statuses, priority, who sees what, and how related tasks are grouped.
Looking for a step-by-step guide to working your task queue day to day — task types, closing tasks, filtering, and the inbox icons? See Daily Workflow.
A task is a unit of work that needs a person’s attention — an email response, a promise-to-pay confirmation, an escalation, and similar items. Tasks are usually created by Stuut’s agent (from an incoming email, call, or workflow trigger), but you can also create them manually.Every task tracks who owns it, its current status, its priority, and a full history of what’s happened on it — including any automated actions taken along the way.
Every task is in one of the following statuses:
  • Open — the default state. The task hasn’t been acted on yet.
  • Processing — the required action is actively being carried out (for example, an email is being sent, or a draft is being regenerated after feedback).
  • Completed — the task’s action was carried out successfully.
  • Closed — the task is finished, either because someone completed it manually or because Stuut detected the underlying work was already done elsewhere (for example, you replied to the customer directly from your email client instead of from the task).
  • Archived — a newer task was created for the same reason, so this one is superseded. This typically happens when a new email arrives on the same thread before the original task was addressed.
  • Failed — the required action couldn’t be completed.
Open and Processing are active states. Completed, Closed, Archived, and Failed are terminal — once a task reaches one of these, it won’t be reopened. If new work comes in on the same item, Stuut creates a new task rather than reviving the old one.
Every task is automatically scored as Urgent, High, Medium, or Low so you know what to work first. The score combines two things:
  • How hot the task itself is — is a customer actively waiting on a reply, is money being requested (a refund or cancellation), or was a payment promise just broken? These push urgency up.
  • How much the partner matters right now — is this customer in the top of your overdue book, do they have a history of broken promises, or is their oldest unpaid invoice significantly past due?
A task that’s hot and tied to an important partner lands at Urgent. A routine task on a low-risk account lands at Low. A few adjustments apply on top of that:
  • If a customer is actively waiting on a reply, the task is never scored below High, regardless of the partner.
  • If the partner already promised to pay within the next week, the urgency is nudged down a notch — no need to chase someone who’s already committed.
  • A task that’s sat open for more than two weeks automatically climbs a priority level, so nothing quietly falls to the bottom of the queue.
Some customers can opt to define their own priority rules instead of using Stuut’s default scoring — if that applies to your organization, your CSM can walk you through configuring it.
Task visibility follows your organization’s roles:
  • Admins see every task across the organization.
  • Managers see all tasks within their business unit, plus tasks for shared/non-business-unit partners.
  • Members see only tasks assigned to them by default. Your task list may show a smaller number than a Manager’s — that’s expected, not a bug. You can clear the “assigned to me” filter to see other open tasks if you need to.
Hover over the priority on any task row to see Stuut’s reasoning. Priority is set by Stuut and can’t be edited. Tasks are sorted by priority by default. To find a task you just created, sort by date created instead.
Yes. When every invoice related to a task is paid, voided, or marked uncollectible, Stuut closes the task automatically. This check runs about every 20 minutes. It doesn’t apply to a task that was created after the last invoice changed status.
Sending with Complete & send from a task always closes it. When you reply from Outlook or the Stuut inbox instead, Stuut checks what you sent. If your reply covered everything the task needed, the email-reply task closes automatically, and one reply can close several tasks. The check is strict, so a task stays open if something wasn’t addressed.
An Escalation task is something Stuut can’t handle on your behalf, so it’s handed to a person. Escalation tasks are never automated. You can influence when they’re created with Playbook articles. For simple acknowledgments, Stuut may create an escalation without a draft reply, because no reply is needed.
You can’t change a task’s type, but you can flag it: use Mark inaccurate (also available as a bulk action) and give a reason. This helps Stuut improve.
Open the agent automation log on the task. It shows every automated step, and who or what closed the task. Admins and managers can reassign individual tasks without reassigning the whole customer.
Partly. Promise-to-pay automation has its own setting. Auto-send currently applies to all email categories at once. More granular auto-send controls are on the roadmap.
Not yet. Tasks go to the customer’s assignee. Admins and managers can reassign tasks as needed.
Yes. Click View walkthrough in the task view any time.