A task remains open

In short

A task stays open while the agent still expects a valid interaction or its processing has not finished. Open it from the task list, read the exact request, and check whether it expects text, a structured choice, resolution, or cancellation. After answering, let the state update before submitting another interaction.

Expected result

The task reaches its final state or clearly shows the additional information it still needs.

Before you start

• Open the task itself instead of replying to its notification email.
• Read earlier interactions so you do not contradict an existing decision.

Procedure

1. In Tasks, open the item still marked as requiring action.
2. Identify the expected response type and related customer account.
3. Add the text reply or select the proposed option, then submit once.
4. Refresh after processing and read any closing message.
5. Use Cancel only when the request no longer applies; provide business input through the expected interaction.

What Billabex does

The task preserves every interaction and can resume the account workflow. Its state becomes final only after the response is processed, preventing closure before the agent has used the input.

If the result is not what you expected

• Replying to a notification email does not replace the interaction in Billabex.
• If submission is disabled, complete every field required by the task type.
• For a task stuck after submission, record its identifier, time, and latest visible interaction.