Task & Activity Management

Every customer conversation, internal follow-up, and handoff should be captured in one place. HotCRM's Foundation layer provides a unified activity engine, an advanced task system, rich notes, and intelligent assignment rules — so nothing falls through the cracks.

Activity Tracking

What Counts as an Activity

An activity is any customer-facing interaction logged against a record. Supported types include:

• Calls: Inbound and outbound calls with duration, result (Connected, Left Voicemail, No Answer), and AI-powered call transcription.
• Emails: Full thread capture including subject, body, recipients, and attachments.
• Meetings: Calendar-synced meetings with attendee lists, agendas, and AI-generated meeting summaries.
• Demos: Product demonstrations linked to opportunities with outcome tracking.
• Proposals: Documents sent to prospects with open and view tracking.
• SMS: Text message interactions logged with timestamps and delivery status.

Logging Activities

Activities can be logged against any core record — account, contact, opportunity, lead, or case. Every activity appears on the record's unified timeline, giving any team member instant context.

AI-Powered Intelligence

• Call Transcription: Automatic speech-to-text transcription with speaker identification.
• Meeting Summaries: AI-generated summaries highlighting key discussion points, decisions, and next steps.
• Sentiment Analysis: Real-time sentiment scoring on calls and emails to flag at-risk relationships.
• Action Item Extraction: AI identifies follow-up tasks from meeting notes and creates draft tasks for review.

Task Management

Creating & Assigning Tasks

Create tasks manually or let automation generate them from workflow rules, AI suggestions, or meeting summaries. Assign tasks to any user or queue.

Priority & Status

• Priority: High, Normal, or Low — color-coded for quick scanning.
• Status: Not Started, In Progress, Completed, Waiting, or Deferred.

Due Dates & Reminders

Set due dates on every task. HotCRM sends reminders via in-app notification and email at configurable intervals (e.g., 1 day before, 1 hour before).

Kanban Board View

Visualize tasks across workflow columns with drag-and-drop. Group by status, priority, assignee, or due date for flexible project management.

Subtasks & Dependencies

Break complex work into subtasks. Define blocked-by and blocks relationships so your team knows the correct sequence of work.

Time Tracking

Record estimated hours and actual hours on each task. Compare estimates to actuals for workload planning and process improvement.

Recurring Tasks

Set up tasks that repeat on a daily, weekly, or monthly cadence — ideal for regular check-ins, report reviews, or maintenance activities.

Notes

Rich Markdown Notes

Write notes with full Markdown support — headings, lists, code blocks, and links — up to 32,000 characters per note.

@Mentions & Notifications

Tag team members with @mentions in any note. Tagged users receive an instant notification so follow-ups are never missed.

Polymorphic Linking

Attach a note to any record in HotCRM — account, contact, opportunity, lead, case, contract, quote, task, campaign, or product. One note, any context.

Pinned & Private Notes

• Pinned Notes: Pin critical notes to the top of a record so they're always visible.
• Private Notes: Mark a note as private for personal reference — only you can see it.

Tags & Search

Categorize notes with tags and use full-text search to find information across all notes in seconds.

AI Summarization

Automatically generate note summaries, extract keywords, and analyze sentiment to surface the most important takeaways.

Assignment Rules

Automate the routing of new records to the right team members so leads and cases are never left unattended.

• Territory-Based Assignment: Route leads and accounts to reps based on geography, industry, or company size.
• Round-Robin Distribution: Distribute records evenly across a team in rotation order.
• Load Balancing: Factor in each rep's current workload so no one is overwhelmed while others sit idle.
• Skill-Based Routing: Direct support cases to agents with the right expertise — billing questions to Finance support, technical issues to Tier 2 engineering.
• Complex Criteria: Define rules using any combination of fields (e.g., "If industry = Healthcare AND revenue > $10M, assign to Enterprise team").

Best Practices

1. Log Activities the Same Day: Context fades fast. Encourage your team to log calls and meetings before end of day so the timeline stays accurate.
2. Use the Kanban Board for Weekly Planning: Start each week by reviewing the board. Drag overdue tasks forward and reprioritize based on current pipeline needs.
3. Break Large Tasks into Subtasks: Any task estimated at more than 4 hours should be broken into smaller, trackable subtasks with clear owners.
4. Leverage AI Summaries: Don't skip the AI-generated meeting summaries — review and approve them to build a searchable knowledge base of every customer conversation.
5. Review Assignment Rules Quarterly: As your team grows and territories shift, audit your assignment rules to ensure leads and cases are still routed correctly.