Internal IM and tasks
Coordinate internal decisions in IM and turn work that needs an owner or due date into a task.
- Who uses it
- All users
- Guide depth
- 3 steps
- Content reviewed
- 2026-07-22
What this helps you achieve
The practical result of following this guide, with the current product boundaries kept visible.
Use IM for internal discussion
Internal messages are not sent to a customer channel.
Create a task for accountable work
The task has one owner, status and next action.
Close the loop
Colleagues can verify what was completed.
Before you start
- An active employee account
Steps
Use IM for internal discussion
Choose the correct colleague or group. Keep customer-facing replies in the inbox and internal discussion in IM or internal notes.
Expected result: Internal messages are not sent to a customer channel.
Create a task for accountable work
Give the task a clear verb, one owner, due date and enough context to finish it without a second explanation.
Expected result: The task has one owner, status and next action.
Close the loop
Update the task status when work changes and attach the result before marking it complete.
Expected result: Colleagues can verify what was completed.