Why Use Task Outcomes to Drive Automation

Most automations are triggered by digital events — a form submission, a link click, or a payment. But many of the most important moments in your sales and service process happen during manual tasks: a phone call, a physical mailing, or an in-person conversation. Task outcomes bridge this gap by letting you record what actually happened during a manual task and then trigger a different automation path based on that result — without any additional manual work after the task is logged.

Instead of simply marking a task as complete, you define a set of outcome options for the task. When a staff member completes the task, they select the outcome that matches what happened. The automation builder then routes the contact into the correct follow-up sequence automatically based on that selection.

How Task Outcomes Work Technically

Tasks added to a sequence in the automation builder can satisfy a Task Completed goal. When all required tasks in the sequence are completed, the Task Completed goal is satisfied and the automation advances to the next sequence. A Task Completed goal must be preceded by at least one sequence that contains the tasks driving toward the goal. There is no limit to the number of tasks in a sequence, and there is no limit to the number of sequences with tasks driving to the same goal.

Example Use Cases for Task Outcomes

Use Case 1: Sales Call Results

When a sales representative finishes a call with a lead, the next step depends entirely on the outcome of the conversation. Task outcomes allow the automation to branch differently for each result without requiring the sales rep to manually trigger separate automations.

• Outcome: Left Voicemail — Automatically sends an email to the contact: "Sorry I missed you! Just left a voicemail..." and schedules a follow-up call task for 2 days later.
• Outcome: Interested / Send Quote — Automatically sends a pre-formatted quote to the contact and starts a nurture sequence about your services.
• Outcome: Not Interested — Applies a "Lost Lead" tag to the contact, stops all sales emails, and adds the contact to a long-term monthly newsletter sequence.

Use Case 2: Failed Payment Recovery

When automated emails fail to recover a failed payment, a staff member may attempt to call the client directly. Task outcomes allow each call result to trigger a different response automatically.

• Outcome: Payment Processed Over Phone — Stops the Billing Failure automation sequence and sends a payment receipt to the client.
• Outcome: Subscription Cancelled — Triggers the Offboarding automation sequence and removes the client's product access.
• Outcome: Requested Extension — Pauses the billing automation sequence for 7 days.

How to Create Automation Based on Task Outcomes

Important: Before configuring the Task Completed goal in the automation builder, you must first add and configure the tasks in the sequence that are designed to achieve the goal. The task outcome options must be set on the task itself before the Task Completed goal can reference them.

1. In the automation builder canvas, double-click the sequence you want to edit, or click the sequence and select View and Edit to open the sequence editor.

   

   The automation builder canvas displays the sequence block. Double-clicking the sequence or clicking View and Edit from the context menu opens the sequence editor where tasks can be added and configured.

2. Inside the sequence editor, add at least one Create Task process to the sequence. Configure the Create Task process with the task details — including the task name, task type, and due date or delay.

   

   The sequence editor displays the Create Task process block added to the sequence timeline. The block shows configuration fields for the task name, task type, and scheduling. At least one Create Task process must be added and configured before saving the sequence.

3. Inside the Create Task process configuration, locate the Task outcome options field. Add the outcome options you want the task assignee to choose from when they complete the task — for example: Left Voicemail, Interested / Send Quote, and Not Interested. Each outcome option you add will become an available trigger condition in the Task Completed goal.

   

   

   The Task outcome options section of the Create Task process configuration displays the list of outcome options that have been added. Each outcome option appears as a separate row. The options entered here are the options the task assignee will see when marking the task as complete.

4. After adding all task outcome options, save the task settings and click Done to exit the sequence editor and return to the automation builder canvas.

   

   The sequence editor displays the Done button in the upper-right corner. Clicking Done saves the sequence configuration and returns to the automation builder canvas.

5. On the automation builder canvas, add a Task Completed When trigger. To do this, either drag a Task Completed When trigger from the trigger panel onto the canvas, or click the plus button next to the sequence and select the Task Completed When trigger from the menu. Connect the Task Completed trigger to the sequence that contains the tasks you configured.

   

   The automation builder canvas displays the Task Completed When trigger block connected to the sequence with a line. The trigger block is positioned to the right of the sequence block on the canvas.

6. Click the Task Completed trigger block to open the trigger configuration panel. Select the task you want to use as the trigger condition from the task dropdown. Then select the outcome or outcomes that should satisfy the trigger. Only contacts who complete the task with one of the selected outcomes will advance past this trigger.

   

   The Task Completed trigger configuration panel displays a task dropdown at the top and a list of outcome checkboxes below it. The outcome options listed correspond to the Task outcome options configured on the Create Task process in Step 3. Check the outcomes that should trigger this path of the automation.

7. To require more than one task to be completed before the trigger fires, click And or Or to add additional task conditions to the same Task Completed trigger.

   • And — All specified tasks must be completed with the selected outcomes before the trigger fires.
   • Or — The trigger fires when any one of the specified tasks is completed with a selected outcome.

   

   The Task Completed trigger configuration panel displays the And and Or buttons below the first task condition. Clicking And adds a second task condition that must also be completed. Clicking Or adds an alternative task condition where completing either task satisfies the trigger.

   Note: You cannot use both And and Or logic in the same Task Completed trigger. If you need to combine And and Or conditions, create two separate Task Completed goal blocks on the canvas — one configured with And conditions and one configured with Or conditions — and connect both to the same sequence.

8. If you clicked And or Or in the previous step, select the additional task from the task dropdown that appears.

   

   The Task Completed trigger configuration panel displays the second task dropdown below the And or Or selector. Select the additional task that must be completed to satisfy the combined trigger condition.

9. Select the outcome or outcomes for the additional task condition that should satisfy the trigger.

   

   The outcome checkboxes for the second task condition are displayed below the second task dropdown. Select all outcomes for this task that should satisfy the combined trigger condition.

10. Click Save to save the Task Completed trigger configuration.

    

    The Save button is located at the bottom of the Task Completed trigger configuration panel. Clicking Save saves the trigger configuration and closes the panel.

How to Create Multiple Task Completed Goals with Both And and Or Conditions

Because And and Or logic cannot be combined in a single Task Completed trigger, use two separate Task Completed goal blocks on the automation canvas — one configured with And conditions and one configured with Or conditions — both connected to the same sequence.

1. On the automation builder canvas, drag a second Task Completed goal block onto the canvas and connect it to the same sequence as your first Task Completed goal block.

   

   The automation builder canvas displays two Task Completed goal blocks connected to the same sequence block. Each goal block can be configured independently with its own task and outcome conditions.

2. Click the second Task Completed goal block on the canvas and select View and Edit to open the configuration panel for the second goal block.

   

3. Select the task and the outcome or outcomes that should satisfy this second Task Completed goal.

   

4. Click And or Or to add a second condition to this goal block, using the opposite logic from your first Task Completed goal block.

   

5. Select the additional task or tasks and their corresponding outcomes to complete the configuration of this second goal block.

   

6. Click Save to save the configuration of the second Task Completed goal block.

   

7. The end result on the automation canvas shows both Task Completed goal blocks connected to the same sequence, each configured with different logic — one using And conditions and one using Or conditions — so that different combinations of task completions can advance a contact to different follow-up sequences.

   

   The automation builder canvas displays the final configuration with two Task Completed goal blocks connected to the same sequence on the left, each routing to a separate follow-up sequence on the right based on the conditions configured in each goal block.

How to Connect Task Completion to an Ongoing Automation

1. On the automation builder canvas, connect the Task Completed goal block to the next sequence in the automation — the sequence that should start running when the task completion conditions are satisfied.

   

   The automation builder canvas displays the Task Completed goal block connected to the follow-up sequence with a line. When a contact's task is completed with a qualifying outcome, the contact will automatically enter the connected sequence and continue through the automation.

2. After connecting the Task Completed goal to the follow-up sequence, publish the automation to activate the task outcome triggers. Click Publish in the automation builder to make the automation live.

   

   The Publish button is located in the upper-right area of the automation builder. Clicking Publish activates the automation. Task completion outcomes selected by staff members will now trigger the configured follow-up sequences automatically.