Work

Boards

Track leads, orders, projects, and tickets on boards where your agents and your team share the work.

Boards are where agents and people share work. Each item is linked to a customer, so you can see the conversation, the next step, and who owns it in one place.

Use boards for any process with stages: sales leads, a pipeline, projects, hiring, orders, or vendors.

How boards work

Open Boards under Work in the sidebar. The left list shows:

My items: everything assigned to you, across all boards.
Pinned: boards you keep at the top. Tickets is pinned by default. See Smart Tickets.
Boards: every board in the workspace, like Leads, Pipeline, Projects, Hiring, Orders, and Vendors, each with an item count.

The board view

A board groups items by status:

Status	Meaning
To do	Not started.
In progress	Someone, or an agent, is working on it.
Waiting	Blocked on the customer or another person.
Done	Finished.
Cancelled	Closed without finishing.

Use the tabs All, Open, Active, Waiting, and Done to narrow the view. The toolbar has:

Filters to narrow items by field.
Display to change how items are shown.
Intake to set how new items arrive on the board.
New item to add an item. The button uses the board's item name, like New Lead on Leads.

Each item card shows its ID (like Leads-13), title, assignee, due date, and amount. Overdue items are flagged.

The item drawer

Click an item to open its drawer.

A board item with properties, activity, and procedures

Area	What you can do
Header	Set status (with time in status), assignee, due date, priority, and amount.
Description	Add context for whoever picks up the item.
Link item	Connect related items, on this board or another.
Attach	Add files.
Document	Generate a PDF from a template, like a quote. Generated files appear under Documents.
Conversation	Open the customer conversation tied to the item.
Properties	Edit the board's custom fields. Mark a field Humans only so agents can't change it.
Activity	Switch between All, Comments, Conversations, Agent, Transition, and History. Use the composer to Comment or Log.
Procedures	See which procedures use this board.

How agents work on boards

Agents create and update items from conversations. A typical run: a customer texts, your agent answers, your agent updates the lead item, and a teammate approves the reply.

Procedures can also start from board events, like a new item or a status change. Pick a board in the procedure editor to connect them.

Ask Ally on any item

Mention @Ally in a comment to ask for a summary, a draft reply, or a next step. Ally replies in the thread. See Ally.

Ally replying to an @Ally mention on a board item

Create a board

Add a board

In Boards, click + next to Boards.

Name it

Give the board a name and an icon, like "Leads".

Set it up

Add the properties your team needs, then set Intake if items should arrive automatically.

You should see the new board in the left list with a count of 0.

Add an item

Open the board

Select the board in the left list.

Create the item

Click the new item button, like New Lead.

Fill in the details

Add a title, assignee, due date, and any properties. Link the customer so the conversation stays attached.

You should see the item under To do with its new ID.

Next steps

Procedures

Run step-by-step jobs on board events.

Smart Tickets

Handle escalations on the pinned Tickets board.

Contacts

See every item and conversation for a customer.

Workflows

Create items automatically from leads and forms.