Follow-up Task Tool

Let an agent add a follow-up task to your team’s Tasks board, linked to the conversation

The Follow-up Task tool lets an agent add a card to your team’s Tasks board when something must be handled after the conversation: content to fix, a problem to investigate, a promise to keep. The task is linked to the conversation, so your team can read what happened before acting.

Overview

Tool name: ago_create_followup_task

Display name: Create follow-up task on your board

The agent writes a title, a description and a priority. AGO then adds the task to the board:

• in the first to-do status (To do by default)
• without an owner, so it appears in the Unowned queue for your team to triage
• linked to the conversation, and to the conversation’s ticket when it has one
• with the source Agent

Nobody is notified when the agent creates a task. Check the Unowned queue, or save a view filtered on the Agent source.

The tool only works when Tasks is enabled for your workspace. Contact AGO to enable Tasks. Agents never get this tool by default: you add it to the agents that should use it.

Configuration

1. Navigate to AI Studio → Tools
2. Click Create Tool
3. Select ago_create_followup_task as the tool type
4. Give the tool a name and, if you want, adjust the description that tells the agent when to use it
5. Save the tool
6. Assign the tool to your agent in AI Studio → Agents → [Agent Name] → Tools

What the Agent Sends

Field	Description
title	Short, actionable title for the team (up to 200 characters)
description	What the team must do, restated so someone who has not read the conversation can act (up to 5,000 characters)
priority	none, low, normal, high or urgent. Defaults to none

After the task is created, the agent can tell the user the team will follow up. It is instructed not to promise a date.

Limits

Limit	Value
Tasks per conversation	5
Tasks per workspace per day	50 (resets at 00:00 UTC)

When a limit is reached, the agent is told not to retry and can still tell the user their request was noted.

Descriptions Written by Agents

In the task panel, a description written by an agent is shown as plain text with the label Written by an agent from a customer conversation, so your team knows it was not written by a colleague. If the conversation is deleted, AGO clears the description of the tasks the agent created from it.

Follow-up Task vs. Create AGO Support Request

AGO has two tools that create tasks. They serve different purposes:

	Follow-up Task (ago_create_followup_task)	Create AGO support request (ago_create_task)
Where it goes	Your team’s Tasks board in Admin > Tasks	The internal task board for customer requests
What it records	Work your team should do after the conversation	A customer’s request, with a public reference the agent shares with the customer
Owner	Always unowned	Can be assigned to a team member by email
Notifications	None	The assignee is notified in the bell

Use the follow-up tool for internal work your team owns. Use the support request tool when the customer is waiting on a specific action and needs a reference to quote.

Best Practices

Tell the agent when a follow-up is worth creating, so the board does not fill with noise:

## Follow-up tasks

Create a follow-up task when:
1. The user reports that a help article is wrong or out of date
2. The user describes a bug you cannot work around
3. You promise the user that the team will look into something

Do not create a task for questions you answered.
Create at most one task per need.

Related Documentation

Tasks

The board where follow-up tasks land

Tools Overview

Create tools and assign them to agents