Get it done

Cust automatically fills in the task description with the necessary context. Each task gets created with a unique CTA that lets you complete the end-to-end action in just a few clicks.

Where tasks come from

Tasks get created from:

Workflows
Guidance
Call transcripts
Manual tasks: items you or your teammates created by hand.
Best-practice recommendations: AI watches for patterns where the right next step is well established and creates the action for you. The most common example is the email reminders, covered below.

An unanswered email does not automatically create a reminder. When reminders are enabled for the workspace, Cust checks whether the email asks for a response and whether the configured waiting period has passed. The result is a task for your team to review. Creating the reminder does not send an email.

Which emails need a reply?

Cust uses AI to assess the email's content. The sender should need specific information, a decision, or confirmation to move forward. A question or a request for action can qualify; a polite closing alone should not.

Email content	Expected reminder behavior
A proposal asking the customer to approve a pilot or choose an option	Can qualify if the customer has not replied and the waiting period has passed.
A personal email asking the customer to choose a meeting time	Can qualify because a specific response is needed.
A meeting recap that only summarizes what was discussed	Should not qualify if it contains no request for a response.
A recap asking the customer to confirm a deadline or provide missing information	Can qualify because the recap includes an outstanding request.
“Thanks”, “Hope this helps”, or “Let me know if you have questions”	Should not qualify on that wording alone.
Calendar invitations, calendar notifications, newsletters, and automated notifications	The AI is instructed to exclude these.

These are the intended selection rules, not a guarantee that every AI decision is correct. The reply-expectation check uses the email content; it does not verify whether the customer booked a meeting or completed the request elsewhere. Open the source thread and review the customer's current situation before acting on a reminder.

Follow-up reminders

A follow-up reminder is for the sender when the latest message in a customer thread is from your team and still needs a reply. The flow is:

Your team sends an email that needs a response.
The configured number of business days passes without a newer message in the thread. The default delay is three business days.
Cust checks eligibility and reply expectation during background processing, then creates a reminder for the sender.
If you send a follow-up and it also needs a reply, a second reminder can appear after the separately configured second delay.

Leaving the first task untouched does not start a repeating series of reminders for the same email. Cust skips an email that already has a follow-up reminder, including a completed or dismissed one. The first and second delays apply when there have been one and two outbound messages since the customer's last reply. After three outbound messages without a customer reply, this reminder flow stops generating further follow-up tasks.

Workflow-sent emails and emails sent through an email-sequence approval task are excluded from this follow-up reminder flow. Threads managed by active guidance use the guidance's own cadence.

Reply reminders

A reply reminder is for your team when the latest message is from the customer, needs a response, and has passed the configured delay. The default is three business days. Follow-up and reply reminders have separate settings.

Control reminders and reduce noise

Review or dismiss a task: open its source email to check the request. Dismiss the task if no useful action remains. You can also select multiple tasks and use Dismiss tasks.
Filter your queue: use Follow-up reminders or Reply reminders in the task-type filter. Filtering changes what you see, not which tasks Cust generates.
Change workspace settings: owners, admins, and builders can enable or disable each reminder type and adjust its delays under Tuning → Email. These settings apply to the whole workspace.

There is currently no per-email “remind me if there is no reply” switch in the email composer, and no separate setting to exclude every meeting recap. A recap is assessed by what it asks the recipient to do. Dismissing a task does not change the workspace settings or teach the AI a new selection rule.

If an informational recap gets a reminder, share the affected user, company, source email, and reminder with your workspace admin or Cust support. The exact email helps distinguish a mistaken AI decision from an explicit request that no longer needs chasing.

When reminders are removed

Pending reminder tasks are cleared as follows:

They expire 14 calendar days after the underlying email, rather than 14 days after the task was created.
A newer outbound message clears pending reply and follow-up reminders on the thread, apart from the task used to send that message.
A newer inbound customer message clears pending follow-up reminders. It can still require a response from your team. Imported older messages, bounces, and messages identified as automatic replies do not trigger this cleanup.
Turning off a reminder type in Tuning → Email removes its outstanding reminders across the workspace.

For example, if a customer asks a question on Monday and your reply delay is three business days, a reply reminder can appear on Thursday. Sending your reply clears that pending reminder. A new outgoing email may qualify for a follow-up reminder later if it asks the customer for a response.

Per-account tasks

Action Hub is your task queue across the whole portfolio. In workspaces using Customer memory, open an account's Customer Intelligence tab to see its work in context: your Today, Upcoming, Overdue, and Backlog items, work owned by teammates, and Waiting on them commitments from the customer. The earlier account layout has a separate Tasks tab.

Open a task to review its description, source, assignee, and deadline before acting. Use Add to my day to choose when you will work on it; this planned day is separate from its due date. See Tasks for quick-create and scheduling.

Home brings the day's work and account context together. Completing a task from Home, its account, or Action Hub updates the same task across those views. Customer commitments in Waiting on them are tracked separately from your own task queue.