Task Instances

A task instance is created when a task flow is assigned to a customer. Each instance tracks the progress of individual steps and provides direct messaging between the administrator and the customer.

You can manage task instances from the 'Task Instances' section under the Tasks menu in the admin console.

Task Instance List

The task instance list displays all instances with the following information:

• Request - The task flow name and the customer's name and address.

• Assigned To - The administrator managing the instance, or 'Unassigned'.

• Status - The current status of the instance.

• Progress - The percentage of steps completed.

• Due Date - The deadline date if a deadline is configured on the flow.

• Source - How the instance was created (Admin Assigned, Tenant Requested, Onboarding or System).

• Created - The date the instance was created.

• Rating - Customer feedback rating if provided.

• Messages - The number of unread messages.

You can filter the list by agent, status or search by customer name, email or address.

Instance Statuses

• Not Started - The instance has been created but no steps have been started.

• In Progress - One or more steps are being worked on.

• Awaiting Review - A tenant step requiring admin approval has been submitted and is awaiting review.

• Completed - All steps have been completed and the instance has been closed with an outcome.

• Cancelled - The instance has been cancelled by an administrator.

• Overdue - The instance has passed its deadline.

Creating a Task Instance

Create a task instance

Click the 'New Task Instance' button.

Enter the following details:

• Task Flow - Select the task flow template to use. Only active, assignable flows are shown.

• Tenant User - Search for and select the customer to assign the instance to.

• Assign to Admin - Optionally assign the instance to a specific administrator. Leave as 'Unassigned' if not required.

If the selected task flow contains payment steps, a 'Payment Amounts' section will appear. Set the payment amount for each payment step in the flow.

Click 'Create' to create the instance.

Assigning and Reassigning

Assign a task instance

From the task instance list, click the actions menu and select 'Assign to me' to take ownership. Alternatively, open the task instance detail page and click 'Assign' or 'Reassign' to select an administrator from the dropdown.

You can optionally add a note when assigning or reassigning an instance. Assignment history is available from the task instance detail page.

Managing Steps

From the task instance detail page, you can view the progress of each step and take action where required.

Review a tenant submission

When a tenant step with admin approval enabled is submitted, the step status changes to 'Pending Approval' and the instance status changes to 'Awaiting Review'.

Click on the pending step to review the submitted data. You can then choose one of the following actions:

• Return for Resubmission - Send the step back to the customer with a message explaining what needs to be corrected. The customer will be able to update their submission.

• Close Request - Reject the submission and close the task instance as a negative outcome.

Reopen a completed step

If a step has been completed but needs to be revisited, click the 'Reopen' button on the step. You can optionally provide a reason which will be sent to the customer.

The step will be returned to an active state allowing the customer or administrator to update the submission.

Add a step to an instance

You can add additional steps to an active task instance from the detail page. Click 'Add Step' below the step where you want to insert a new one. Enter a name and select the actor type (Tenant or Admin).

Add a field to a step

You can add additional fields to an active or pending step from the detail page. Click 'Add Field' on the step you wish to update. Enter the field name, select the field type and set whether the field is required.

Link to Agreement

For onboarding task instances, administrators can link the customer to an existing agreement in the housing management system. This is available from the task instance detail page via the 'Link to Agreement' button.

Link a customer to an agreement

Click the 'Link to Agreement' button on the task instance detail page.

Enter the following details:

• First Name - The customer's first name.

• Last Name - The customer's last name.

• Date of Birth - The customer's date of birth in DD/MM/YYYY format.

• Agreement Reference - The agreement reference from your housing management system.

When entering these details, you can select from data the customer has already submitted during their onboarding steps. A dropdown will appear showing submitted field values which you can click to populate the input.

Click 'Link to Agreement' to complete the linking process.

Completing a Task Instance

When all visible steps have been completed, the outcome card is displayed at the bottom of the step list. Select an outcome:

• Complete Request - The request was fulfilled successfully (positive outcome).

• Close Request - The request could not be fulfilled (negative outcome).

You can edit the message displayed to the customer before confirming the outcome.

If auto-outcome rules are configured on a step, the instance may be completed or closed automatically when that step is submitted.

Messaging

Each task instance includes a messaging panel on the detail page for direct communication between the administrator and the customer.

Messages are displayed in chronological order with the sender name and timestamp. Administrators can send messages by typing in the compose box and pressing Enter or clicking the send button. Use Shift+Enter to add a new line.

Unread messages are indicated by a count badge in the task instance list and the messaging panel header.

Notifications

Customers using the mobile app will receive a push notification when a new message is sent, provided they have enabled push notifications on their device. If a customer has unread messages, they will receive a daily reminder via email prompting them to check their messages.

Messaging is only available while the task instance is active. Once an instance is completed or cancelled, messaging is closed.