Tasks after calls: when to create one and how to word it
Sado AI team · · 4 min read
In short
Create a task after a call only where a person is needed: the operator didn’t know the answer, the customer asked for an exact quote, complained or wanted to speak to someone. If the question was answered, a booking made or a callback time agreed, no task is needed. A good task has four parts: one owner, a clear action, an exact deadline and what the customer asked. An AI operator creates such tasks itself after the call and closes the rest on its own.
Which calls need a task
| Situation | Who does it | Deadline (example) |
|---|---|---|
| The operator didn’t know the answer | A manager calls back | Same day |
| The customer asked for an exact quote | Sales manager | Within 2 hours |
| A complaint | Head of department | Within 1 hour |
| Wanted a staff member who didn’t pick up | Manager on duty | Same day |
| The customer said “call me later” | The operator itself, at that time | No task needed |
| Question answered, booking made | — | No task needed |
You set the deadlines. The main rule: a task is work for a person. Don’t turn what the operator can do itself into a task, or the list overflows and the important ones get lost.
How to write a good task
- Who: one owner. Not “sales team” but “Sardor”.
- What: start with a verb. “Call”, “send the quote”, “apologise”.
- By when: an exact time. Not “ASAP” but “today by 16:00”.
- One task, one action. “Call, send the quote and set a meeting” is three tasks. Write the first clear step; the rest follow from its result.
- Context: what the customer asked and what was promised, in a line or two. The manager sees the rest in the recording and text: call transcripts in the CRM.
Example: “Sardor, call Madina today by 16:00. She asked for the exact price and payment schedule of a two-room flat in block 3, 7th floor. Budget about 700 million. Best after lunch.”
Where a task comes from: an example
An evening call to the Navbahor Uylari building company:
Sado: Assalomu alaykum, Navbahor Uylari, Malika speaking.
Caller: Hello. Do you have two-room flats on the seventh floor of block 3? What’s the exact price?
Sado: We do have two-room flats. Sales will give you the exact price for that floor and the payment schedule. Can they call you tomorrow?
Caller: Yes, but after lunch. My budget is around seven hundred million.
Sado: Fine, Madina, noted: our manager will call you tomorrow after lunch.
After the call a manager gets a task like the one above. The customer won’t have to call again tomorrow and explain everything from scratch. The company name and numbers are only an example.
Keeping tasks under control
- Every morning, look at overdue tasks. They are customers still waiting for an answer.
- Close each task with a result: “called, meeting Saturday 11:00”, not just “done”.
- Once a week, count repeating tasks. If one question created ten tasks, add the answer to your company facts and next time the operator answers itself.
- If the owner goes on leave or falls ill, hand their tasks to someone else that same day, or customers wait a week.
- Handle urgent cases with a transfer, not a task: by your rule, a ready buyer or a complaint goes straight to a staff member’s phone.
How tasks work in Sado
After every call the AI operator writes a short summary and the next step. If it doesn’t know the answer, it tells the customer a manager will call back and creates a task. If the customer names a good time, the operator calls back then itself, which is no task for a manager. More: AI operator for incoming calls.
With the Bitrix24 integration a lead or deal is created with the call card. Who gets a task and when is agreed when we connect it. The call card can also go to your Telegram group so the owner sees it at once. Outgoing calls work the same way: AI outbound calls.
Questions
Who does the AI operator give the task to?
Whoever the rule agreed at setup says: for example, the manager who owns the new lead or the person on duty. The rule can be changed later.
Does a manager have to make the callback?
No. If the customer says “call me tomorrow at five”, the operator calls at that time itself. A manager steps in only where a person is needed.
What if tasks aren’t done on time?
Go through overdue tasks every morning and talk to the owner. If one kind of task is always late, change its deadline or its owner.