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Handling Tasks

Tasks stay for 96 hours

A task that arrives while you're closed will still be waiting for four full days — long enough to survive a weekend, and a holiday weekend. Close Friday at 5:30 PM, an email lands at 5:31 PM, and it's still there when someone starts Monday morning.

Live phone calls and web chats are the exception; their window is much shorter, because someone is on the line right now.

Need a different window for a program or channel? Custom settings are available — contact your ThreadConnect account representative or the ThreadConnect Care Team. See How Long a Task Stays in Your Queue.

Everything in ThreadConnect comes to you as a task — whether it's a phone call, an email, a text message, or a fax. Tasks appear in your Task Queue on the left side of the screen, and you accept them by clicking the green checkmark.

This section covers how to handle tasks on each channel:

How Tasks Work​

Regardless of channel, every task follows the same lifecycle:

  1. A task arrives in your Task Queue
  2. You accept it (green checkmark) or decline it (red X)
  3. You work the task — respond to the client using the appropriate channel tools
  4. You complete the task — select a disposition, add notes, click Complete

Accepting or Declining​

When a task appears:

  • Click the green checkmark to accept and start working on it
  • Click the red X to decline — the task goes back to the queue for another agent
  • If you do nothing, the task will eventually time out and route to someone else

Completing a Task​

When you're done:

  1. End the interaction (hang up, click End Chat, etc.)
  2. The task enters Wrap Up — your time to finish notes
  3. Select a Disposition (closing code) — for example, "Resolved," "Follow-up Required," or "Escalation"
  4. Add notes about the interaction (optional but recommended)
  5. Click "Complete" to close the task

Multi-Tasking Rules​

  • You can only be on one call at a time
  • You can handle multiple chat and SMS conversations at the same time
  • You can work on chats while on a phone call

Sending a Task to Someone Else​

If a task needs someone else, press the Send button at the top of the task. ThreadConnect shows you only the choices that make sense for that task:

  • Transfer — to a coworker or a department in ThreadConnect. It stays in ThreadConnect.
  • Hand off — by email to a coworker who doesn't use ThreadConnect. It leaves ThreadConnect and closes.
  • Refer out — by email to someone at another organization. It leaves ThreadConnect and closes.

Phone calls, web chats and texts can only be transferred, because someone is waiting with you. See ThreadConnect Task Sender for the step-by-step.

Best Practices​

  • Acknowledge receipt quickly — even if a full response takes time
  • Prioritize urgent tasks — marked with priority indicators
  • Document everything — see Recording Notes
  • Keep your status updated — set to "Available" when ready, "Unavailable" when you need a break

Questions? Check our FAQ or Get Support