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Conversations

How to filter, share and reassign the manual actions queue

In Conversations › Manual Actions, use the filter panel on the left (workflow, call/SMS type, status, assignee) to see only the tasks you need; copy the browser address to send the same queue to a teammate; select tasks and use Bulk Actions › Assign User to hand them to someone else.

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Before you start

  • You need access to Conversations.
  • Manual actions are created by workflows with the manual call or manual SMS action. If the list is empty, no tasks have been generated yet.
  • To reassign tasks, you need permission to manage the team's manual actions.
Where to find it

Conversations › Manual Actions › filter panel (on the left)

Step by step

Filter the queue

  1. Open Conversations and click Manual Actions at the top of the page.
  2. The filter panel is on the left (you can collapse it to give the table more room).
  3. Combine the filters you need:
    • Workflow: only tasks created by a specific workflow.
    • Task type: Call or SMS.
    • Status: Yet to Call, Completed or Skipped.
    • Assignee: the user the task is assigned to.
    • Date: when the task was added.
  4. The table on the right shows contact name, phone, task type and date added.
  5. To clear everything, click Reset Filters in the panel.

Work the queue

  1. Click Let's Start to open the first task.
  2. In the side panel, make the call or send the SMS and log the outcome.
  3. Mark the task as Complete, Skip or Re-queue.
  4. With a task selected, press Enter to move to the next one without touching the mouse.

Share the same queue with a teammate

  1. Apply the filters you want (for example, status Yet to Call and assignee Ana).
  2. Copy the address from the browser's address bar: the filters are stored in it.
  3. Send the address by chat or email. Whoever opens it sees exactly the same filtered queue, on any device.

Reassign tasks in bulk

  1. In the table, check the box of each task you want to move (or the header box to select all visible tasks).
  2. Click Bulk Actions and choose Assign User.
  3. Pick the new assignee and confirm.

Tips

  • Bookmark the addresses of the queues you use every day (for example, "my calls to make").
  • Managers: share a queue filtered by workflow to follow a specific campaign without touching the tasks.

Common problems

  • The list is empty → An active filter matches nothing, or there are no tasks yet. Click Reset Filters; if it's still empty, make sure the workflow with the manual action is published.
  • My teammate opened my address and sees something else → They must open the exact address you copied, filters included. If they opened it on a phone and the app didn't recognize the address, the queue opens in the phone's browser.
  • I don't see Bulk Actions → Check at least one task in the table first.
  • I can't reassign → Your user doesn't have permission to manage other people's manual actions. Ask an admin.

Frequently asked questions

Are the filters saved across devices?

They are stored in the page address. Open the same address on another device and you'll see the same queue.

What are the possible task statuses?

Yet to Call, Completed and Skipped.

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