Flow Task Manager ✔︎

Demo videos:

• What is the Task Manager & What kind of tasks are automatically created
• How does the Task Manager work
• Customizing your Task Manager

This article will cover the following topics:

• What is the Task Manager feature
• What kind of Tasks are automatically supported
  • Requests from Website Widget
  • Cancel and/or Reschedules from automatic Appointment Reminders
• Are there changes to what I'm used to in Conversations page?
• How tasks work
• Customizing Website Widget Task Settings
• Customizing Automation Task Settings
• Viewing and managing 
• Filtering 
• Marking as Complete
• FAQ
• Coming Soon!

What is the Task Manager Feature?

Our new Task Manager feature in Flow simplifies how clinics manage pet parents’ requests by consolidating incoming tasks into a single, organized Tasks page. No more missed requests or cluttered conversations - Tasks ensures your clinic can honor client requests efficiently.

What kind of Tasks are automatically supported?

If your practice has the Website Widget and/or automated appointment reminders enabled, you will start to see new Tasks get generated within your Flow's Tasks page. 

Requests from Website Widget

The following requests from the Website Widget can appear on your Tasks page:

• Appointment Requests
• RX Refill Requests
• Boarding Requests
• Grooming Requests
• Medication & Food Refill Requests
• Medical Records Requests
• Virtual Consultation Requests

The following requests from the Website Widget are not supported by Tasks:

• Talk to Staff*
• Incoming Text Message
• Book an Appointment* (Used for clinics utilizing our Direct Booking feature)
• Care Plan Live Chat (Used for clinics utilizing our Care Plans)

*Support for these coming soon + Appointment Requests from Service Reminders!

Cancel and/or Reschedules from automatic Appointment Reminders

If your clients are currently offered the ability to select a Reschedule and/or Cancel option from your automatic appointment reminders, you will begin to see those requests save into your Tasks page within the Automation list. 

Note: If your practice does not yet offer Reschedule and/or Cancel buttons or if you'd like to create Tasks a different way via your Automations, please reach out to your dedicated Customer Success Representative or to our Support team at Support@otto.vet.

Will requests stop going into the Conversation?

No, there are no changes to what you are used to in your Conversations page. We will not be removing the ability to see these requests from the conversations page, as Task Manager is an additional tool in Flow.

How Does It Work?

1. A new Tasks page is in Flow’s left-hand menu.
   
2. Supported requests submitted through the Website Widget or a Automated Appointment Reminder will automatically generate Tasks.
3. These Tasks stay logged on the Needs Attention tab until marked as completed, ensuring nothing gets missed.
   
   
   
   
4. Tasks can automatically assign members of your team via Website Widget and Automation settings. Note: It is possible for a non-assigned member of your team to manage a Task. 
   
   
5. A red notification counter will be shown to indicate how many New Tasks either your entire practice or particular users have assigned to them. This counter will not trigger a browser, sms or email notification. It is simply a way to see all New Tasks. 
   
   
6. Use the filter option at the top right to filter by Status and/or Assignee (similar to how Conversations work today)
   
   
7. When a member of your team begins working on a Task, they should update the Status of the Task from New to In Progress, as a way to indicate to the rest of your team that someone is already working on that specific request. 
   
   
   
   
8. It is possible to open the Conversation from the Tasks page by selecting the chat button option, allowing you to manage the Task directly from the Task page.
   
9. To mark a Task as Completed, you can select the check mark option and the Completed Task will move to the Completed Tab of the page.
   Note - Only requests completed in the last 48 hours are displayed
10. It is possible to manage the Task from within the conversation, for both Website Widget and Automation-generated Tasks, allowing clinics to manage their Tasks from the conversation page as well

Customizing Website Widget Task Settings

By default, all of your clinic's already-enabled Widget Request types are toggled on to add Tasks. You can manage this setting by navigating to Settings → Flow Settings → Website Widget. There, you are able to toggle on/off request types you want to include in the Tasks list.


We will assign the Task based off who is assigned to the Widget Request type in Settings → Flow Settings → Website Widget > select the 3 dot menu to open the Edit Request Option popup.  

Customizing Automation Task Settings

By default, all of your clinic's Automated Reminders that offer a "Reschedule" or "Cancel" appointment option will generate a Task automatically to fulfill that request. If you would like to have members of your team automatically assigned to Automation-based Tasks, or if you would like to make changes to these settings, please reach out to your dedicated Customer Success Manager or to our Support team at Support@otto.vet for assistance.

Viewing and Managing Tasks

The Task List provides an overview of all active tasks:

• Filter tasks by assignee or status (New/In Progress).
  
• Clicking on the Task itself, will open the details of the request.
  
  
• The client icon in the Task is clickable and will open the Client’s profile in Flow when selected
  
• Assign or reassign tasks to team members.
  
  

Filtering your tasks:

• You can increase the number of tasks shown on a page, using the pagination drop down menu at the bottom of the task list. You can increase by increments of 5 up to 20
  
• Clicking on the filter icon, on the top right of the Tasks page, will allow you to filter the Tasks shown across the lists in the Needs Attention tab by assignee, status, or a combination. 
• The Completed tab offers separate filtering to find the specific user who completed the Task.

Marking Tasks Completed

1. Use the checkmark icon to mark a task as completed
2. Completed tasks move to the Completed tab, where they remain visible for 48 hours
3. Use the Undo option in the Completed tab within 48 hours to return tasks to active status

FAQ

1. Do tasks send notifications like email, text or browser? 

No, the only notification you or your team will see is a visual counter on the Tasks page indicating the number of New tasks that need to be completed. 

2. Can tasks be generated for more than just Reschedule and/or Cancellation requests from Automations? 

Yes! Any Automation that offers your clients buttons options can automatically generate a task e.g. "I have a concern". For assistance with this, please contact your Customer Success Manager or our Support team at Support@otto.vet.

3. Can someone not assigned to the task complete it? 

Yes, anyone can complete a task. It's possible to reference Completed By in the Completed tab of the Tasks page. 

4. Is there any reporting that can show how many Tasks each clinic user completed over a period of time?

Not at the moment!

5. Is there a way for my clinic to opt out of the Task Manager?

There is not a way for a clinic to opt out of the Task Manager today. The Task Manager is a necessary tool to manage incoming requests Flow!

6. Is there a way to rename the Task lists?

Lists from Website Widget requests - We use either the regular or friendly name of your Website Widget requests to name their corresponding Task lists. If you prefer to change the name of your request, you are able to do so in Website Widget settings. Please note that this change will also update the name of the request shown to your clients in the Website Widget. 

"Automations" list from Appointment Reminders - It is not currently possible to update the name of this list. 

7. Is there a way to rename the task?

Tasks from Website Widget requests - We use either the regular or friendly name of your Website Widget requests to name their corresponding tasks. If you prefer to change the name of your request, you able to do so in Website Widget settings. Please note that this change will also update the name of the request shown to your clients in the Website Widget. 

Tasks from the "Automations" list - Yes it is possible to update the name of these tasks. Please reach out to your Customer Success Manager or the Otto Support Team for assistance at Support@otto.vet.

8. I don't manage tasks at my clinic and I don't want to see red notifications, what can I do?

Don't worry, if you don't manage tasks and would rather not see red notifications about them, you are able to navigate into your Tasks page and filter for tasks assigned to you. Once that option is saved, you should no longer see red notifications as no tasks would be assigned to you. 

9. Do Appointment Requests from Service Reminders create tasks?

Not at the moment, but coming soon!

10. Is there a way to change the color of the lists? 

Not at the moment, but coming soon!

What is coming soon?

• A Tasks settings page
• Ability to Mark all as Complete
• Custom Tasks
• Support more requests like Appointment Requests from Service Reminders, "Talk to Staff" and "Direct Booking"

Have feedback on how Tasks is working for you and your team? Please share it by emailing the Otto Support team at support@otto.vet! 

Thank you!