Refund approval task
The refund workflow reaches the threshold. A task lands in the supervisor’s queue with the case, the agent’s recommendation, the policy applied. Two clicks, the workflow resumes.
Tasks
The contract between automation and your team.
Each task is a human-in-the-loop checkpoint with context, evidence and an SLA. A workflow pauses for a task when judgment is required; a human works it; the workflow resumes with the decision recorded.
What it is
A task is not a notification. It is a contract. When a workflow reaches a moment that needs human judgment, it creates a task — with the assignment, the queue, the priority, the SLA and the evidence already attached. The work doesn’t live in someone’s inbox; it lives in the cognitive layer, waiting for a human to commit a decision.
Tasks get created in three ways. Workflows pause for them when a HITL gate is reached. Agents escalate to them when something doesn’t fit their constraints. Operators create them manually from Command Center when they want to route a piece of judgment to a teammate.
Where humans work them: inside Operational Apps (the workspace for the decision), dispatched and tracked from Command Center (the cockpit), and found through Omnisearch (the cross-cutting find). When the human commits, the task closes; the workflow resumes; the evidence chain captures who decided, with what context, applying which rule.
What you get
- Assignment — to a user, a role, or a queue
- Lifecycle — claim, start, complete, reject, expire
- Priority + SLA — tracked live, escalated proactively
- Context payload — the case, the policy, the prior decisions
- Validated outputs — schema-enforced so the workflow can resume cleanly
- Evidence trail — who decided, what context, what rule, what outcome
What this looks like in practice
Document review task
An agent extracts fields from an invoice; a task opens for a human to verify deviations from the standard clauses. The reviewer focuses on judgment; the data entry is already done.
Exception triage task
A workflow hits an unexpected case. A task lands in the right team’s queue with the full context, the original input, and the rule that flagged it. The team decides; the workflow continues.
Works with
- Workflows Workflows pause for tasks when judgment is required.
- Operational apps Apps are the workspace where humans work tasks.
- Command Center Operators dispatch and inspect tasks from the cockpit.
- Agents Agents escalate to tasks when something needs a human.
- Omnisearch Find any task — open, closed, escalated.
- Explainability (XAI) Every task closes with a chain of evidence.