Agent Tasks

Agent Tasks let your team follow up at the agreed time by call, email, or WhatsApp message. For example, a teammate can schedule an Email Agent to reply to a customer thread tomorrow, or a Voice Agent can schedule a callback when a caller asks for one. The board shows what is waiting, in progress, completed, or needs attention.

Navigation: Open General → Agent Tasks.

Understand the board

The board keeps upcoming work and its outcome visible in one place:

Scheduled contains tasks waiting for their effective time.
In progress contains tasks that have started and are awaiting a final outcome.
Completed means a send finished or a call attempt ended. Open the card to see the outcome.
Failed / Blocked contains tasks that could not proceed. Review the problem before editing or retrying.
Canceled keeps intentionally stopped tasks in the history.

Use search and filters to focus on a source or assigned agent. Open a card for its schedule, outcome, and change history. User-made changes identify the teammate by name, or by email when no name is available. A completed Email or WhatsApp task links to its conversation in Chats.

Open a completed callback to review its call record in the same place. When available, the details include the recording player, call duration, and the call summary. Recordings and summaries can take a short time to finish processing after the call ends; close and reopen the task if they are not ready yet.

Tasks created from Meta Ads also show a Meta lead source section in their details. Use the campaign, ad set, ad, and Instant Form values to see which promotion produced the lead without opening Ads Manager first. If a Meta Ads task has a fallback configured, its card shows Fallback: followed by the task type. Open View details to see the same fallback under Fallback if this task fails. The fallback runs only after the first task fails; it is not a second task sent at the same time.

Add a callback yourself

Use a manual task when a teammate already knows that a customer should be called later.

Select Add task, then Schedule Call.
Choose the Voice Agent that should make the call.
Select an available caller number and enter the customer’s number in international format.
Explain the purpose of the callback so the agent can introduce the call clearly.
Choose the requested date, time, and timezone.
Decide whether to keep the callback within organization working hours, then save. This option is off by default for callbacks your team adds manually, so the time you selected is used unless you enable it.

The card shows the effective scheduled time. When working hours move the callback, the requested time remains available in its details.

Schedule an email

Use a scheduled email when a customer asks for a later reply or a new message. For example, schedule tomorrow’s appointment details for an address the customer confirmed.

Select Add task, then Send Email.
Choose an active Email Agent and its Mailbox.
Under Email destination, select Reply to a customer thread and choose the Customer thread, or select Start a requested new email and enter the Recipient email and Subject. For a new email, confirm that the recipient asked for it and confirmed their address. Search by thread ID or select Load older destinations if a thread is not in the first group.
Enter Email instructions and the send date and time, then choose the time zone.
Choose whether to keep the task inside organization working hours, then select Schedule task.

For a reply, the agent checks the thread again before sending. A newer customer reply, a teammate’s reply, an excluded sender, an existing draft, or an unavailable mailbox can block the task for review. New emails start a new thread and remain subject to the Email Agent’s sending and exclusion settings. An Email Agent with Dry Run or Create Drafts delivery in General → Category Settings cannot be selected for scheduled email until those modes are set to Send.

Schedule a WhatsApp message

Use a scheduled WhatsApp message when a customer already has a conversation on your connected channel. For example, send a reminder after the customer asks you to follow up tomorrow.

Select Add task, then Send WhatsApp.
Choose an active Messaging Agent, its WhatsApp channel, and the Customer conversation. Search by customer name or phone number, or select Load older destinations to browse earlier conversations.
Enter Message instructions and the send date and time, then choose the time zone.
If the WhatsApp reply window may close before the scheduled time, choose an Approved template and fill in its variables.
Select Schedule task.

The agent checks the conversation again before sending. A newer customer message, teammate takeover, paused conversation, opt-out, or disconnected channel can block the task. If the reply window is closed, the task cannot send without a currently approved template. Entering a new phone number manually is not available.

To prepare a template, select Open WhatsApp Manager in the task form, choose the connected WhatsApp Business Account, open Message templates, create a template with its category, language, text, and variable examples, then submit it for review. After approval, return to the form and select Refresh templates. Versafy lists approved templates and uses the values you enter for each numbered variable; templates are created and reviewed in WhatsApp Manager.

Let an agent schedule callbacks

Enable Schedule Call in the Voice Agent’s AI Tools when callers should be able to request a callback during a conversation. The agent tells the caller it is scheduling the callback before it acts, then confirms the effective time only after the callback is accepted. The caller can request any clear future time, such as “in 45 minutes” or “next Tuesday at 2 PM.”

The callback uses the current call’s trusted customer and caller-number context. If no eligible outbound number is available or the requested time is unclear, the agent should explain that it could not confirm the callback rather than promise it.

See Voice Agents for general tool setup and testing.

Let an agent schedule an email

Use Send Email when a caller requests a new email later, or an email sender requests a later reply on the current thread. In the Voice Agent’s AI Tools, open Send Email, choose an active Email Agent and Sending mailbox, select Save email scheduling, then enable the tool. The Voice Agent asks the caller to confirm the exact full email address before scheduling; the caller does not need to use a special confirmation phrase. The agent does not infer an address from the phone number.

For an Email Agent, open Tools, enable Send Email, and choose an active Email Agent and a mailbox connected to the source agent. The tool replies only to the current inbound email thread; it cannot choose another recipient. Draft and test modes do not create tasks. The source agent confirms the effective schedule only after the task is saved; a scheduled email has not yet been sent.

For a Messaging Agent, open AI Behavior and Send Email, choose an active Email Agent and its Sending mailbox, save, then enable the tool. The customer must request the email, provide the exact address, and confirm it in the chat before the agent can schedule a new email. The agent cannot use an address from a profile alone.

Let a Voice Agent schedule a WhatsApp message

Use Send WhatsApp when a caller asks to receive a later WhatsApp message on the number used for the call. In the Voice Agent’s AI Tools, open this tool, choose an active Messaging Agent, a connected WhatsApp channel, and an Approved WhatsApp template, then select Save WhatsApp scheduling and enable the tool.

The Voice Agent asks whether the call’s phone number belongs to the customer and whether they agree to receive WhatsApp messages from your business. It schedules only after a clear yes and links the consent record to the call for later review. The customer cannot name a different recipient; to contact someone else, they must use a different supported conversation. The message uses the selected approved template, and the agent confirms the scheduled time only after the task is saved. If the customer later sends an opt-out message on WhatsApp, the pending task will not send.

For a Messaging Agent already talking to a customer on WhatsApp, open AI Behavior and Send WhatsApp, choose the agent’s connected WhatsApp channel, save, then enable the tool. The agent can schedule a reply only to that same customer and conversation while WhatsApp’s 24-hour reply window will still be open. The customer must request the later reply. Test chats do not create tasks.

Messaging and Email Agents can also schedule a selected Voice Agent to call later. In the agent’s AI Behavior, open Schedule Call, choose the Voice Agent and outbound caller number, then enable it. Messaging can use a trusted customer number already known from the conversation. Email requires an exact international number in the message or AI Instructions. Test chats and non-sending email modes simulate the action without adding a task.

Templates do not load

If the template selector says Meta denied access, reconnect WhatsApp from the selected Messaging Agent’s Channels tab and grant access to the same WhatsApp Business Account where you created the template. Then return to the tool and select Refresh templates. An approved template can still be unavailable to a connection that has not been granted access. If reconnecting does not restore access, contact support.

Edit, retry, or cancel a task

You can edit or reschedule a Voice callback while it is Scheduled or Failed / Blocked. You can change an Email or WhatsApp task’s instructions and time while it is Scheduled. A task that has already started cannot be changed safely.

Use Retry after resolving the problem shown on a task that needs attention. If the task warns that a call or message may already have started or been sent, contact support before retrying to avoid duplicates.

Use Cancel task, or drag an eligible card into Canceled, to stop work that is no longer needed. Review the confirmation carefully: canceling does not stop a call or send that has already started.

Set organization working hours

Working hours move opted-in tasks into your normal weekday window. Go to General → Account Settings → Organization, then set the organization timezone, working-day start, and working-day end. A task requested outside that Monday-to-Friday window moves to the next available time.

For agent-created tasks, open each Schedule Call, Send Email, or Send WhatsApp tool and select Keep this task inside organization working hours if you want that tool’s tasks moved into the weekday window. This setting starts unchecked and applies to that tool on that agent. Tasks created manually on Agent Tasks have their own checkbox. Existing scheduled tasks retain the working-hours settings that applied when they were created.

Troubleshoot callbacks

A task is scheduled later than requested

Open the card and compare its requested and effective times. If working hours apply, the effective time may move to the next weekday window. Check the organization timezone and working hours before rescheduling.

A callback is failed or blocked

Open the task for the specific problem. Confirm that the workspace and Voice Agent are active and that the caller number remains available for outbound calls. Edit the task if a prerequisite changed, or use Retry when it is safe.

A customer asks for a callback but none appears

Confirm that Schedule Call is enabled and its selected Voice Agent and outbound caller number are still available. For Messaging or Email, also confirm that an exact international recipient number was available. Review the conversation to see whether the agent reported an unclear time or a scheduling failure.