Tasks, work items and approvals

The Work area turns a conversation into something your team can track: a card on a board, a task with an owner and a date, a file that needs sign-off. This page explains boards, work items, personal tasks, and the per-item Approvals, Files, Customer billing and Dispatch tabs.

Plan requirements#

The Inbox plan does not include these. Locked items in the sidebar show a padlock and lead to Settings, Plan & usage. Your role also matters. See Team, roles and permissions. A feature can also be missing because a Sela administrator has not yet enabled it for your workspace.

Open Work#

Choose Work, then Work in the sidebar. The sidebar also lists your boards. Drag the grip to reorder them, and click the pin to make Work open on that board.

The top-left toggle switches between three views:

• Board: a column for each stage.
• Table: the same items as rows.
• My Work: your personal tasks and reminders. It needs only the permission to read tasks.

You can group by stage, assignee, priority or due date, filter by assignee, team, priority, tag, customer, overdue or unassigned, and turn on Show archived. Search shows the first 100 results. Opening an item adds ?item= to the URL so you can share a link to it.

Boards#

Choose New board to create one with the stages Incoming, In progress, Waiting and Done. Owners of the board settings can then change the stages.

For each stage you can set:

• a category (active, waiting, completed, cancelled or lost);
• a default due time and an SLA warning time;
• a WIP limit for work items, and a separate one for tasks, either as a warning or a hard block (a manager can override a hard block);
• which roles or teams may move items into it, entry and exit requirements, and an assignment rule.

Boards are versioned. Editing creates a draft that takes effect when published, and items on an older version show under Previous version. Limits are 200 boards and 250 stages.

Work items#

A work item is a card that represents a job for a customer.

Create and move#

1. Choose New work.
2. Enter a title and description, pick the entry stage, and optionally add tags and a due date.
3. Move the card by dragging it, or use Move to stage.

Each item can hold:

You can archive and restore items. You can also create or link a work item from an inbox conversation, in the Work tab of the Context panel. See Inbox and conversations.

Tasks and reminders#

Personal work is under My Work.

• Task status: open, in progress, blocked, completed or cancelled.
• Priority: low, normal, high or urgent.
• Reminders can be created, rescheduled, completed or cancelled. Use Remind in one hour on a task for a quick reminder.

Agents can create and update tasks and reminders. Tasks that are due appear in Activity and in notifications.

Assign work#

Assign a work item or task from its card or detail panel. Team access on a stage can restrict who may take items. Managers can override work-in-progress limits when needed. A member on hold or a read-only workspace can view work but not change it.

Approvals, files, billing and dispatch#

Choose Work, then Approvals (or Customers, then Files or Billing). These open one shared screen titled "Files, approvals & billing". Select one work item and use its tabs: Files, Approvals, Customer billing and Dispatch.

Approvals#

• Request an approval on a work item. Types are invoice, message and generic. Choose who decides and give a reason.
• The decider chooses Approve or Request changes, with a recorded reason. This needs the approvals-decision permission (managers and admins). Agents can request approvals but not decide them.
• Statuses: pending, approved, changes requested, cancelled.
• An approval is tied to the version of the work item it was requested on. Customers can also decide through WhatsApp or Telegram buttons, or a manager can record an offline decision.

Files#

Upload files to a work item, view and download them. Uploads count toward your plan's storage (Operations 50 GB, see Plans and billing). Workspace-wide file administration is in Settings, Data & plan, File settings.

Customer billing#

Create quotes with versions, lines, discount and tax, turn a quote into an invoice, confirm a manual payment with evidence, and issue receipts. This is billing to your own customers, not your Sela subscription. Reading needs the billing-read permission and changes need billing-manage.

Dispatch#

Prepare a delivery with a destination, a responsible member and the final output file. Advance its status, add a tracking reference and attach delivery evidence.

Appointments#

Choose Work, then Appointments. The daybook has Day and 7 days views with search and filters by status and operator.

• Statuses: Tentative, Confirmed, Completed, Cancelled, No show.
• Fields: service, time and time zone, duration, contact, company, operator, team, location, meeting link, notes and reminders.
• Actions: Book, edit, Confirm, Mark completed, Mark no-show, and Cancel with a reason.

Appointments link to contacts and companies, and show in the Work tab of a conversation. For customer-facing booking, see Bookings and appointments.

Related#

• Automations and proactive messages can create work items or assign operators when events occur.
• Notifications, SLA and escalations covers deadlines and alerts.
• Mobile app has a Work tab with Board, Tasks, Reminders, Appointments, Files, Approvals and Billing segments.