Understand the task list

In short

The task list gathers requests opened by the agent on customer accounts. Status shows who acts next: **User action required** after an agent message, **In progress** after your reply, **Pending** when snoozed, then **Closed** or **Canceled** at the end. Sort and filter before opening the complete thread.

Expected result

You distinguish tasks waiting for your input from ones the agent is already processing.

Before you start

• Select the right organization before browsing tasks.
• Use account or tag filters when the list is large.

Procedure

1. Open Tasks and start with User action required.
2. Compare account, type, balance, assignees, and latest interaction time.
3. Sort by balance or age according to operational priority.
4. Open a row to read the agent request and previous messages.
5. Handle the task in detail, then return to verify its new state.

What Billabex does

Status is derived from the thread and lifecycle markers rather than freely entered. Any new interaction clears Pending. List balances and account names are projections that can refresh with a slight delay.

If the result is not what you expected

• The technical Open value exists but is never returned as a calculated state.
• A task without a balance can concern a settled account or non-financial information.
• If list and detail disagree, refresh after asynchronous processing.