In CX, all work is structured through Projects and Tasks. Projects group related work into repeatable workflows, while tasks represent the individual actions your team or clients need to complete.
This article will walk you through how to view, organize, and manage both projects and tasks — and how to use automation and templates to streamline repeat work.
What Are Projects?
Projects are structured workflows designed for repeatable processes — like collecting annual census data, onboarding new clients, or managing Safe Harbor notices.
When viewing a project, you’ll see:
Linked entities such as the company, plan, or prospect
The Project Lead responsible for the work
A due date, if set
A project description to give context
A visual task status breakdown (To Do, In Progress, Blocked, Overdue, Done)
The template name (if the project was launched from one)
A count of how many other projects use the same template
Understanding Tasks
Tasks are the individual units of work inside a project. Each task contains all the details needed to complete that step, and can be linked to:
A company
A plan
A prospect (for sales or pre-client work)
Every task includes:
An assignee (the responsible team member)
A status: To Do, In Progress, or Done
A due date and priority
Optional notes, attachments, and a full activity history
There are two main types of tasks:
Internal Tasks: Only visible to your internal team. For example, reviewing a submitted file or finalizing compliance data.
Client Tasks: Assigned to a client via the portal. These could include uploading a document, completing a form, or acknowledging a notice.
Automating Task Actions
Tasks can also trigger automated actions. These may include:
Inviting a client to the portal
Sending an email or document for signature
Launching another project
Creating or updating client records
Assigning follow-up tasks
Best Practices
Use Project Templates to streamline repeatable workflows like census collection or document distribution.
Assign a Project Lead to every project for accountability and visibility.
Apply tags consistently to make it easier to search, report, and filter.
Add automations to tasks that happen frequently — they reduce busywork and minimize missed steps.
Recap
CX is built around a clear execution model:
Projects group related work together.
Tasks define the actions that move work forward.
Templates and automations keep everything repeatable, organized, and efficient.
Once you’re familiar with this structure, you’ll be able to manage high volumes of client work with clarity and consistency.