Conversation Task History and Automated Emails
As the task is carried out, the following emails and history notes are generated.
History
n/a indicates no note is added to that history.
| Action | Task History Note | Case History Note | Public/Private |
|---|---|---|---|
| Task started | New <task name> | New task created for staff member, <task name> | Private |
| Email sent | Message sent to contact at <email address> with no attachments | n/a | Private |
| Message sent to contact at <email address> with <filename> | n/a | Private | |
| Email received | A reply has been received | n/a | Private |
| Notified contact that their response has been received | n/a | Private | |
| Attachment uploaded | Attachment <file name> uploaded | Attachment <file name> uploaded | Private |
| Attachment deleted | Attachment <file name> deleted | Attachment <file name> deleted | Private |
| Update added to task history | Note from staff: <the note> | Note from staff: <the note> | Can be set when the note is added |
| Task completed | <task name> completed | Task completed by staff | Can be set when the note is added |
| Task complete email sent to contact | Sent task completion notification to contact | n/a | Private |
| Note added when task completed | Note from staff: <the note> | Note from staff: <the note> | Private |
| Task cancelled from task list | n/a | Task cancelled by case manager: <note> | Private |
| Task cancelled from within the task | <task name> cancelled | <task name> cancelled | Private |
Emails
The emails sent to and from the task as part of the conversation are visible in the message thread. Emails sent from the task are also available in the parent case's email list (replies are not).
The following automated emails are also sent by the task. Their templates are set up in the Comms Manager and found in the "Case Management - Tasks" application.
| Template | When it's sent | Example |
|---|---|---|
| Response Accepted | Sent to the contact when they reply to an email | <p>Dear {{form_CONTACTNAME}},</p> |
| Response Received | Sent to the user the task is assigned to, or the case manager if the task is unassigned, when a reply is received. If both the task and case are unassigned, the email is sent to the default address in the configuration | <p>A response has been received for a task you are assigned to, or an unassigned task on a case you are assigned to. The task reference is {{form_BUSINESSKEY}} and the case reference is {{form_CASEBUSINESSKEY}}.</p> |
| Response Rejected | Sent as a reply to anyone who attempts to send a message to an invalid address. An address may be invalid because the task is closed or because the token element of the reply-to address has expired | <p>We have received an email request to add a response to a case from this account, however it has unfortunately not been possible to process this.</p> |
| Send Question | Sent when an email is sent to the contact | This boilerplate generates the email from the task. The email body written by the task user is inserted into the <p>This is a request for information for case {{form_CASEBUSINESSKEY}}, your reference for this conversation is {{form_BUSINESSKEY}}.</p> |
| Send Reminder | Sent to the contact if they don't reply to an email within the reminder time period | <p>Dear {{form_CONTACTNAME}}</p> |
| Task Complete | Optionally sent to the contact when the task is completed | <p>Thank you, we have now updated case {{form_CASEBUSINESSKEY}} with the details you have provided. Any further responses for conversation {{form_BUSINESSKEY}} will not be processed.</p> |
Last modified on 28 April 2026
