# AI conversation plans and task progress

Let AI keep a conversation work plan with task progress, dependencies and requests for missing information.

*Release 3.3 · admin, operator*

**Settings › AI › Features**

## What it is

A work plan records how the AI intends to complete work in a conversation. It contains ordered tasks, progress and any missing information. The plan is stored so the AI can read it again in later work on the same conversation.

## Who uses it and why

- Operators inspect the current plan to see what the AI has done and what it still needs.
- Users with **Settings** and permission to manage **AI**, or **Developer**, enable planning and write instructions for **Ask AI**, **Copilot** or **Autopilot**.

## Where to find it

Select the visitor and open **Goals** in the detail panel. **Current Plan** shows the active plan, its tasks and any input request.

Configure planning at **Settings › AI › Features**.

## How it works

1. The AI creates a plan for the conversation, optionally linking recorded goals.
2. It adds tasks and updates their progress. Tasks can be pending, in progress, waiting for input, completed, failed, skipped or cancelled.
3. A task with dependencies can start or complete only after those tasks are completed.
4. When information is missing, the AI can put the plan into **Waiting For Input**. Autopilot addresses the question to the visitor; Copilot and Ask AI address it to the operator.
5. Once every task is completed, failed, skipped or cancelled, the AI can finish the plan. A failed task makes the final plan failed.

Cancelling a plan cancels its unfinished tasks. Completed, failed and cancelled plans appear in history rather than remaining current.

## Configure it

With **Settings** and permission to manage **AI**, or **Developer**, edit a supported feature at **Settings › AI › Features**. Set **Workplan scope** to **Conversation**, provide the relevant instructions and save.

Enable **Goal tracking scope** separately if plans should link customer goals. A work plan can operate without goals.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Workplan scope | Settings › AI › Features | website | Disabled | Settings role, Developer role | Enables a current work plan within a conversation when Conversation is selected. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Configure work planning when AI is allowed under Settings Permissions. |
| AI | Allows AI configuration within Settings Permissions. |
| Developer | Configure work planning on AI features. |

## Limits and good to know

- There is one current plan per conversation, with up to 50 tasks.
- A plan can link up to 10 current goals from the same conversation.
- Contact-wide planning is unavailable, including for an identified customer.
- Completed, failed or cancelled plans cannot be updated. Finished task statuses cannot be changed to a different status.
- Updates must use the latest saved plan revision. Conflicting updates are rejected rather than overwriting newer progress.
- When goal tracking is enabled, reading a plan whose linked goals are all stale or closed retires that plan and cancels unfinished tasks.
- Finishing a plan leaves goal achievement unchanged.
- The operator panel is a view of AI-managed work. It has no manual task editor or cancellation button.

## Depends on and works with

### This feature uses

- **Requires** [AI run limits](AI-014.md): AI execution manages plans and their task state.
- **Configured in** [Roles and permissions](ADM-008.md): Roles control configuration access.
- **Configured in** [AI feature settings and change history](AI-001.md): Work planning is enabled independently on each supported AI feature.
- **Configured in** [Website, channel and subsite access](ADM-009.md): The Goals panel follows conversation access checks.
- **Configured in** [Customer identity and conversation visibility permissions](SEC-016.md): Personal-data permission controls access to plans in conversations assigned to another operator.
- **Works better with** [Customer goals and AI progress tracking](AI-021.md): Plans may link goals when goal tracking is also enabled.

### Used by

- **Enhances** [Visitor and conversation information panels](CON-017.md): Enabled AI plans provide further task context.
- **Enhances** [Customer goals and AI progress tracking](AI-021.md): Work plans can link current goals without changing their outcome status.
- **Enhances** [Specialist sub-agents for AI tasks](AI-023.md): A specialist plan requesting input produces a question for the caller.

## FAQ and troubleshooting

### Why is there no current plan?

Planning may be disabled, the AI may not have created a plan, or the previous plan may have finished or been retired. Check **Workplan scope** and the plan history.

### Why is the plan waiting?

It needs information. Read the input question and provide the answer in the relevant conversation with the AI.

### Why cannot a task start?

One or more of its dependencies may still be incomplete. A skipped or failed dependency does not count as completed.

### Why did a plan finish as failed?

At least one task failed. A plan can finish after all tasks reach an end state even when some work was unsuccessful.

### Does a completed plan prove that the customer's goal was achieved?

No. Goals keep their own outcome status and need a separate update.