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Handling Tasks (Referrals & Inquiries)

As a staff agent, you'll receive and manage various types of tasks including referrals from partner organizations and direct inquiries from clients.

📥 Step 1: Locate New Inquiries​

  1. Go to the Inbox tab in your Connie dashboard
  2. New inquiries are marked with [visual indicator - to be updated with specific details]
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Screenshot showing the Inbox tab with new inquiry indicators will be added here.

What You'll See​

  • Client name or contact information
  • Type of inquiry (referral, direct contact, etc.)
  • Channel (phone, SMS, webchat, WhatsApp, etc.)
  • Time received
  • Priority level (if applicable)

🔍 Step 2: Open and Review the Inquiry​

Open the Task​

  1. Click on the inquiry to open it
  2. Review all available information

Key Information to Review​

When you open an inquiry, look for these important details:

  • Client contact information (name, phone, email)
  • Referral source (if applicable - which organization sent the referral)
  • Reason for contact or services needed
  • Special notes or urgency indicators
  • Previous conversation history (if this is a returning client)
  • Attached documents (if any)
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Screenshot showing an open inquiry with key fields highlighted will be added here.

💬 Step 3: Respond or Assign​

You have two primary options when handling an inquiry:

Option A: Respond Directly​

If you can handle the inquiry yourself:

  1. Click "Reply"
  2. Type your message in the provided field
  3. Choose your response channel:
    • Phone call
    • SMS text
    • Webchat message
    • Email
  4. Click "Send" or "Call" (depending on channel)
Best Practice

Always acknowledge receipt of an inquiry within your organization's target timeframe (typically within 1 business day).

Option B: Assign to Another Staff Member​

If the inquiry needs specialized assistance:

  1. Click "Assign to Staff"
  2. Choose the appropriate staff member from the dropdown menu
  3. Add a brief note explaining why you're assigning it
  4. Click "Assign"
When to Assign
  • Client needs specialized services you don't handle
  • Language barrier (assign to bilingual staff)
  • Workload balancing
  • Specific expertise required

📝 Step 4: Document Your Work​

After responding or assigning:

  1. Add notes about your interaction (see Recording Notes)
  2. Update task status if applicable
  3. Set follow-up reminders if needed

⚡ Quick Actions Reference​

ActionWhen to Use ItSteps
ReplyYou can handle the inquiryReply → Type message → Send
AssignSomeone else should handle itAssign to Staff → Select staff → Add note
TransferNeed to hand off mid-conversationSee Transferring Tasks
Add NoteDocument any actionSee Recording Notes

💡 Best Practices for Handling Tasks​

Response Quality​

  • ✅ Be professional and friendly in all communications
  • ✅ Address the client by name when possible
  • ✅ Provide clear next steps or expectations
  • ✅ Ask clarifying questions if information is incomplete

Timeliness​

  • ⏰ Prioritize urgent inquiries (marked with priority indicators)
  • ⏰ Acknowledge receipt quickly even if full response takes time
  • ⏰ Set realistic expectations for response times

Organization​

  • 📂 Use notes consistently to document all actions
  • 📂 Keep task status updated so supervisors can track progress
  • 📂 Flag complex cases for supervisor review

🎯 Common Task Types​

Referrals from Partner Organizations​

  • Review referral details carefully
  • Verify client consent (if required)
  • Contact client within your organization's timeframe
  • Confirm services available and next steps
  • Document outcome back to referring organization

Direct Client Inquiries​

  • Determine nature of inquiry
  • Provide immediate assistance if possible
  • Schedule appointment or follow-up if needed
  • Connect with appropriate services
  • Document interaction

Follow-Up Tasks​

  • Review previous conversation history
  • Check for any new information since last contact
  • Complete follow-up action
  • Update task status

⚠️ When You're Stuck​

If you're unsure how to handle an inquiry:

  1. Add a note documenting what you're uncertain about
  2. Assign to your supervisor for guidance
  3. Don't leave it unresponded - at minimum, acknowledge receipt
  4. Ask questions during team meetings about common scenarios

Need to transfer a conversation? See Transferring Tasks

Questions? Check our FAQ or Get Support