Parking a Task
Sometimes you're helping a contact, but you can't finish right away — you're waiting on someone else. Another department, a partner organization, or a doctor's office that owes you a fax. Instead of leaving the conversation open and tying yourself up, you can park it: step away cleanly, free yourself for other work, and pick it right back up when you're ready. This guide shows you how to park a task, where parked tasks live, and how to bring one back or close it out.
🎥 Video walkthrough
A quick 80-second tour — parking a conversation, the parking lot, and bringing it back.
When to park a task
Park a conversation when you can't move forward until someone else does — and that someone isn't the contact you're chatting with. For example:
- You're waiting on another department to confirm something.
- You're waiting on a partner or outside office (a clinic, a benefits office) to get back to you.
- You need a document or approval before you can reply.
Parking keeps the conversation alive and its full history intact, while letting you help other people in the meantime.
Parking is for digital conversations — chat, web chat, SMS, and email. Phone calls aren't parked; they have their own follow-up options.
How to park a task — step by step
1. Click the Park button
While you're handling the conversation, click the Park button at the top of the task.
2. Tell Connie what you're waiting on
Connie asks "What are you waiting on?" Type a short note — for example, waiting on the clinic to fax records. This is optional, but it's worth doing: your note shows up in the parking lot so anyone can see, at a glance, what each parked task is waiting for.
3. You're done
The conversation is parked and clears from your screen — you're free to help someone else. Nothing is lost; the whole conversation is safely waiting for you.
Your Parking Lot
To see what's parked, click the 🚗 car icon in the left menu. This opens your Parking Lot — a single, shared view of every parked conversation for your whole team:
| Column | What it tells you |
|---|---|
| Parked By | The agent who parked it |
| Customer Name | Who the conversation is with |
| Waiting On | The note about what it's waiting for |
| Address | The contact's email or number |
| Date/Time Parked | When it was parked |
| Channel | Email, Chat, SMS, etc. |
| Action | Reactivate or Close |
Bringing a parked task back
When the time is right — the fax arrived, the other department replied — click Reactivate on that row. The conversation comes right back to you, with its full history, ready to finish.
It's a shared lot. Because the parking lot is shared across your team, you don't have to be the one who parked a task to pick it up. If a teammate is at lunch and their contact gets back to you, you can reactivate it yourself — whoever grabs it, owns it. Nothing waits on one person being available.
And if the customer messages you first, the conversation comes back on its own and routes to the next available agent — so you never miss a reply.
Closing a parked task
Sometimes a parked issue gets resolved another way — the office called you directly, or it sorted itself out. When that happens, you don't need to reactivate the conversation just to wrap it up. Click Close (the ✕) on that row, right from the parking lot, and it's done.
Good to know
- A parked conversation stays available for a long time, so you can park something that's waiting days on an outside party without worrying it'll disappear.
- The parking lot only shows your own organization's parked conversations — never another account's.
- Parking never loses the conversation history — when you reactivate, everything is right where you left it.
Parking turns "I'm stuck waiting on someone" into "it's handled, and nothing falls through the cracks."