# Task notes and operator reminders

Add a follow-up note and operator reminder automatically when a visitor reaches a task action.

*Release 3.3 · admin, operator, visitor*

**Settings › Bots › Virtual Assistant › Tasks** · **Settings › Bots › Virtual Assistant › Steps**

## What it is

**Add Note with Reminder** creates a visitor note and schedules an operator follow-up from a task action. It lets you arrange follow-up at the point a visitor completes a particular task step. When the reminder is processed, INSIDE notifies the responsible operator and can bring the visitor back to that operator's floor.

## Who uses it and why

- Administrators with the **Bot Trainer** role add follow-up actions to tasks.
- Operators receive reminders, review the note and contact the visitor as appropriate.
- Visitors can supply the details needed for follow-up during the task. The reminder itself does not send them a message.

## Where to find it

Use **Settings › Bots › Virtual Assistant › Steps** to edit the relevant action and choose **Add Note with Reminder**. Review where that step runs under **Settings › Bots › Virtual Assistant › Tasks**.

Operators review the resulting reminder through **Notes** in the visitor details or **Calendar**. Manual **Set Reminder** and **Edit Reminder** actions are covered in Operator reminders.

## How it works

1. The visitor reaches the task action.
2. INSIDE resolves the reminder **Description**, including supported substitutions for collected answers.
3. Where a responsible conversation operator is available, INSIDE creates the note and an unread reminder for that operator. A configured live-show callback can select its responsible operator instead.
4. **Today** uses **Minutes after Submission**. A later **Reminder Day** uses **Time of Day**.
5. Reminder processing runs about once a minute and checks the upcoming minute. It sends a private operator notification and attempts push delivery when enabled.
6. If the operator has an eligible channel, INSIDE can load an offline visitor and bring them to that floor. The visitor does not need to be browsing the website at that moment.

Notification delivery does not itself mark the reminder read. Read acknowledgement or cancellation removes it from pending reminders.

## Configure it

Add **Add Note with Reminder** to the appropriate action. Choose **Reminder Day**, then set either **Minutes after Submission** or **Time of Day**. Enter a useful **Description** and save the step through the normal task publishing process.

Check which operator owns the conversation when the action runs. If there is no responsible operator, this action cannot create the ordinary operator reminder. Test the complete journey, including the note, scheduled time and recipient notification.

Check reminder times around month end and daylight-saving changes with Powerfront before relying on those schedules. Ask Powerfront to review push notification setup if mobile alerts are required.

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Reminder Day | Settings › Bots › Virtual Assistant › Steps | Yes | Chooses Today, Tomorrow, In Two Days or In Three Days. A new action initially selects Today. |
| Minutes after Submission | Settings › Bots › Virtual Assistant › Steps | No | For Today, schedules the reminder after the task action runs. The slider offers 0, 5, 10, 15, 20, 30, 45, 60, 90 or 120 minutes and initially selects 0. |
| Time of Day | Settings › Bots › Virtual Assistant › Steps | No | For a later day, selects the time for the reminder using the website's date and time context. Leaving it blank saves 12:00 midday; an omitted time also falls back to midday. |
| Description | Settings › Bots › Virtual Assistant › Steps | Yes | Supplies the note and reminder text. Supported message substitutions can insert the task's collected values. |

### Permissions

| Permission | Lets you |
|---|---|
| Bot Trainer | Configure Add Note with Reminder in task and step actions. |
| Chat | Use visitor notes and reminder actions in the operator workspace. |

## Limits and good to know

- This action has no general operator-recipient picker. Manual note reminders offer **For** to choose a recipient.
- The offered delay is up to 120 minutes for **Today**, or a time on one of the next three days.
- Processing is periodic, so a notification may appear shortly before or after the displayed time. It is not a precise second-by-second alarm.
- Salesforce Omni-Channel and externally controlled channel availability prevent automatic floor restoration. The reminder notification is a separate part of delivery.
- A note that is removed or archived can prevent its reminder from being delivered.
- The visitor summary selects the earliest unread reminder no more than one hour overdue. It is not a complete overdue-reminder list.
- A reminder prompts an operator. It does not send an email, SMS or chat reply to the visitor by itself.

## Depends on and works with

### This feature uses

- **Requires** [Virtual Assistant task setup](ENG-009.md): A task must contain the reminder action on a branch that can run.
- **Requires** [Virtual Assistant task steps and branches](ENG-011.md): The task must reach and execute the configured action.
- **Requires** [Customer notes and reminders](VIS-016.md): Each reminder is linked to a visitor note.
- **Requires** [Operator reminders](CHAT-013.md): Task-created reminders use operator reminder delivery, acknowledgement and cancellation.
- **Configured in** [Departments](CHAT-006.md): Channel availability controls affect whether the visitor is brought to the floor.
- **Configured in** [Website and regional settings](ADM-004.md): Website regional settings provide the date and time context for task scheduling.
- **Works better with** [Virtual Assistant task messages and identity](ENG-014.md): Message substitutions can fill the reminder description from collected answers.
- **Works better with** [Live visitor and operator floor](CON-006.md): A due reminder can restore a visitor to the responsible operator's floor.
- **Works better with** [Operator notifications and alerts](CON-018.md): Operator alerts display the reminder when it is processed.
- **Works better with** [Calendar appointments and reminders](CON-032.md): The calendar shows scheduled reminders.
- **Works better with** [Mobile console](CON-033.md): Push-enabled operators can receive reminder notifications on their device.

### Used by

- **Enhances** [Virtual Assistant task actions](ENG-016.md): Add Note with Reminder lets a task branch schedule an operator follow-up.

## FAQ and troubleshooting

**Why did the task create no reminder?**

Check that the action ran, **Reminder Day** was set and the conversation had a responsible operator. Review the resulting visitor note as well as the calendar.

**Why did I receive an alert without a visitor on my floor?**

Floor restoration needs an eligible operator channel. It is skipped for Salesforce Omni-Channel and externally controlled availability.

**Why did the visitor receive no follow-up message?**

The action schedules an operator reminder. The operator must contact the visitor, or the task needs a separate outbound-message action.

**Can I cancel a future reminder?**

Yes. Open the related note and remove its reminder through the reminder editor. Cancellation removes it from pending reminders.

**Why is an overdue reminder absent from the visitor summary?**

The next-reminder summary excludes reminders more than one hour overdue. Review the note and calendar for the original follow-up details.