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Overview

Task settings determine which email responses need follow-up, how call tasks get phone numbers, and which sequence tasks your team can skip. Configure these workspace settings in Settings → Tasks. You need permission to update task settings to save changes.

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Create reply tasks

Reply tasks bring incoming responses into your team’s task queues. Use creation rules to choose which reply classifications need attention and how quickly someone should respond. For example, give requests for a meeting a high priority and a due date four hours later.
1

Enable reply tasks

In task settings, find Reply tasks and turn on Create reply tasks. This switch saves immediately.
2

Set creation rules

Under Creation rule, edit an existing rule or click Add rule. Choose a classification, a default priority, and a due date relative to when the task is created. Use the trash icon to remove a rule you no longer need.Click Save beneath the rules when you have finished.
3

Choose excluded classifications

In Excluded classifications, select the kinds of responses that should be excluded from task creation, such as opt-outs and bounces. Click the Save button beneath this selector to save exclusions.

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How rules work together

A response can have several classifications. Among matching creation rules, Unify uses the highest priority. If several rules share that priority, it uses their earliest configured due date. A response needs a matching creation rule to create its first reply task. For example, if a response matches a high-priority meeting rule due in four hours and a medium-priority information rule due in one hour, the task is high priority and due in four hours. Exclusions are evaluated alongside those rules:
  • Excluded opt-outs, hard bounces, soft bounces, and automated responses prevent task creation even when another classification matches a rule.
  • Other exclusions can be overridden by a matching creation rule for a positive response, willingness to meet, a request for more information, a referral, or updated contact details. The overriding classification must itself be allowed by your exclusions.
For example, an excluded negative tone can coexist with a request for a meeting. A creation rule for willingness to meet lets that response reach the task queue.

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Assignment and continuing conversations

For a sequence reply, Unify assigns the task to the enrollment’s task assignee, falling back to the user who enrolled the person. A reply to a one-off email goes to the original email task’s assignee. Later messages in a conversation can create follow-up tasks based on an earlier qualifying reply. Unify keeps one active reply task for a sequence enrollment or original one-off email, so additional responses can arrive without adding another open task. Read the conversation when completing a reply task.

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Find phone numbers for call tasks

Turn on Find phone numbers for call tasks to look up a person’s number when a call task becomes ready. Unify runs the lookup when the person has no phone numbers or all their numbers are marked invalid. An existing unverified number is enough to skip the lookup. The switch saves immediately. Phone enrichment uses credits; review the credit amount shown beside the setting before enabling it. The lookup requires available credits and enough identifying information to search for the person. A lookup may finish without finding a number.

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Control sequence task skipping

Use Allow skipping sequence tasks to decide which actions reps can bypass in an enrollment. Turn off skipping for a task type when your team needs to complete that action before continuing. The controls include action items, phone calls, and manual emails. Click Save beneath the controls to apply your choices. Skipping an allowed task advances an active enrollment to its next step. See Skip a task for the effect on later emails and when to remove someone from a sequence instead.