Apply Topics to a Task

Agents can apply Topics directly to a Task, including while creating it. This means a Task is categorized from the start, with no extra step to go back and tag it afterward.

Topics on Tasks ≠ Topics on Conversations

A Task's Topics are separate from the Topics applied to the overall Conversation, and use a picker of their own. Both pickers draw from the same Topics library configured in Settings > Topics.

Add a Topic when you create a Task

1. In the Task Composer, select + Add topic.
   

2. Browse All Topics or type to search, then select the Topic that applies.
   

You can also apply a Topic to a Task within the Task panel:

Task Topic changes are recorded in the Conversation history

Every Topic added to or removed from a Task is logged in the Conversation's timeline, whether you change one Topic at a time or several at once, for example:

• You added topic Backpacks to Task

• You removed topic Design Inquiry from Task

• You added topics Delivery Cancellation, Exchange to Task

This gives you a clear audit trail of how a Task was categorized, and when it changed, alongside the Task's other activity like routing and due dates.

The added to timeline view will different from Topics added to the Conversation

The Topics you add a Task are distinguished from those that you add to a Task. In the Conversation Timeline, the updates will clearly indicate that the Topics have been added “to Task”.