Claiming Tasks - Best Practices

Quick Answer

Best approach:

  1. Check email constantly (tasks are first-come, first-served)
  2. Look at task age (older = more urgent)
  3. Read AI summary before starting work
  4. Only claim ONE task at a time

New here? → How to Claim a Task (30 sec)

Which Tasks to Claim First?

Not all tasks are equal. Here's the priority order:

PriorityTask TypeWhy
🔴 HighComplaintsMust escalate immediately
🔴 HighUrgent AppointmentsCustomer needs same-day
🟡 MediumFollow-UpsCustomer waiting for callback
🟡 MediumReschedulesTime-sensitive
🟢 NormalGeneral inquiriesCan wait a bit

Check Task Age

Look at when the task was created:

AgeWhat It Means
< 1 hourFresh - customer still waiting
1-4 hoursStandard response time
> 4 hoursGetting old - prioritize
> 24 hoursUrgent - claim immediately

Older tasks = higher priority (customer has been waiting longer)

Before You Click "Claim Task"

Quickly check:

  • Task type - Is it something you can handle?
  • Customer info - Name, phone visible in email
  • Service type - HVAC, Plumbing, etc.

If it looks like something outside your expertise → Let another agent claim it.

Right After Claiming

First 30 seconds:

  1. Read AI Summary - Tells you what customer needs
  2. Check sub-tasks - Your action checklist
  3. Review conversation history - What's already been said

Then: Contact the customer (call preferred for most tasks)

Do's and Don'ts

✅ Do❌ Don't
Claim ONE task at a timeClaim multiple tasks
Read summary firstStart calling blindly
Check task ageIgnore old tasks
Stay active after claimingGo idle (2 min timeout!)
Complete or escalateLeave tasks hanging

If Someone Else Claims First

It happens! Tasks are first-come, first-served.

  • You'll see a "Task already claimed" message
  • System redirects you back
  • Just find another task

Tip: Keep your email open and click fast when notifications arrive.

Task Types Quick Reference

TypeAction
ComplaintEscalate immediately (don't try to resolve)
Urgent AppointmentCheck availability, schedule ASAP
Follow-UpReview history, contact at scheduled time
RescheduleFind new time, confirm with customer
CancellationUnderstand reason, try to retain, process if confirmed