Time required: Approximately 12-15 minutes
Prerequisites:
Active Captured Knowledge account
Understanding of basic case concepts (see Introduction to Captured Knowledge)
Expected results: After reading this guide, you will be able to create any action type manually, understand when to use manual creation versus AI suggestions, and manage your workflow with confidence.
The AI suggests sending a standard acknowledgement email, but you know this particular tenant prefers phone calls. You want to call them and create a work order for a specific plumber who knows this building well. The AI doesn't know these things. You need to take control of the workflow yourself.
User-created actions give you that control. Instead of waiting for AI suggestions or editing ones that don't fit, you can create exactly the actions you need, when you need them, with full customization.
What are User-Created Actions?
User-created actions allow you to add workflow actions to any case at any time using the "Add Action" button. You have full control over every aspect of the action, from recipients to content to execution timing.
Why this matters:
Full control - Create exactly what you need, not just AI suggestions
Immediate response - Don't wait for AI to suggest the right action
Workflow flexibility - Adapt to unique situations that AI might miss
Professional efficiency - Handle routine actions quickly without AI assistance
User-created vs AI-suggested actions:
User-created actions - You create using the Add Action button, full customization
AI-suggested actions - System suggests based on case analysis, pre-populated content
Both work together - User-created and AI-suggested actions appear in the same workflow panel
Available Task Types
You can create five types of tasks:
1. Email Tasks
Purpose: Send communications to tenants, service providers, or other contacts Common uses:
Acknowledgment emails for tenant reports
Appointment notifications and confirmations
Status updates during ongoing work
Building-wide announcements
Follow-up communications after work completion
Key features:
Multiple recipients (To, CC, BCC)
Rich text message editor
File attachments (up to 10 files, 20MB each)
Auto-population of building occupants
2. Phone Call Tasks
Purpose: Document phone communications and conversations Common uses:
Recording tenant conversations about issues
Documenting service provider discussions
Logging appointment scheduling calls
Noting emergency communications
Tracking follow-up conversations
Key features:
Contact selection from case
Call duration tracking
Detailed notes and outcomes
Integration with contact management
3. Work Order Tasks
Purpose: Create formal service requests for external providers Common uses:
Emergency repairs (plumbing, electrical, heating)
Routine maintenance (inspections, cleaning)
Tenant-requested repairs
Building-wide maintenance projects
Key features:
Service provider selection with smart grouping
Trade and work order type specification
Cost estimation
ERP system integration
Property and occupant assignment
4. ERP Ticket Tasks
Purpose: Create official documentation in your property management system Common uses:
Formal issue documentation
Compliance tracking
Legal documentation requirements
Audit trail creation
Integration with property management workflows
Key features:
Direct ERP system creation
Automatic case linking
Status synchronization
Compliance documentation
5. Damage Report Tasks
Purpose: Document property damage for insurance and tracking Common uses:
Tenant-caused damage documentation
Weather-related damage reports
Wear and tear documentation
Insurance claim support
Maintenance planning
Key features:
Detailed damage descriptions
Photo and file attachments
Cost estimation for repairs
Insurance integration support
Creating Actions: Step-by-Step Process
Step 1: Access the Add Action Button
Open your case - Navigate to the case where you want to add an action
Locate the Workflow panel - Right side of the case view
Find the Add Action button - Look for the "Add Action" button at the top of the workflow panel
Click Add Action - This opens the action type selection menu
Visual cue: The Add Action button is prominently displayed and may have a "+" icon or similar visual indicator.
Step 2: Select Action Type
After clicking Add Action, you'll see an icon-based menu with five options:
📧 Email - Send communications
📞 Phone Call - Document conversations
🔧 Work Order - Create service requests
📋 ERP Ticket - Official documentation
📄 Damage Report - Property damage documentation
Click the icon for the action type you want to create. The form for that action type will open immediately.
Step 3: Fill Out the Action Form
Each action type has a specialized form with relevant fields:
All forms include:
Action-specific fields - Customized for the action type
Real-time validation - Instant feedback on required fields
Help text and examples - Guidance for proper completion
Unsaved changes protection - Prevents accidental data loss
Form behavior:
Auto-save as draft - Changes are automatically saved as you type
Required field indicators - Clear marking of mandatory fields
Error prevention - Validation prevents common mistakes
Smart defaults - Pre-populated with case information when applicable
Step 4: Review and Save/Execute
After completing the form, you have two execution options:
Option 1: Save as Draft
Action remains in Draft status
Can be edited later before execution
Appears in workflow panel for later action
Good for: Planning ahead, getting approvals, incomplete information
Option 2: Execute Immediately
Action is created and executed in one step
Skips Draft status (goes to Pending → In Progress → Completed)
Cannot be edited after execution
Good for: Routine actions, urgent communications, complete information
Best practice: Use "Save as Draft" when unsure, "Execute Immediately" when confident.
Detailed Action Creation Guides
Creating Email Actions Manually
When to use: Send any communication to tenants, service providers, or other contacts
Form fields:
Recipients (Required) - Select from case contacts or type email addresses
BCC (Optional) - Hidden recipients for privacy
Subject (Required) - Clear, specific subject line
Message (Required) - Rich text message content
Attachments (Optional) - Up to 10 files, 20MB each
Step-by-step process:
Click Add Action → 📧 Email
Select recipients - Use dropdown to choose case contacts or type external addresses
Add BCC if needed - For building-wide emails or internal copies
Write clear subject - Include property/unit reference when relevant
Compose message - Use markdown formatting for clarity
Attach files if needed - Upload new files or browse case files
Review everything - Check recipients, subject, message, attachments
Choose execution - Save as Draft or Execute Immediately
Special features:
"All building occupants in bcc" button - Automatically adds all building residents to BCC
Contact auto-suggestion - System suggests relevant contacts from the case
Email validation - Prevents sending to invalid addresses
Example scenario: Tenant reports a heating issue and you want to acknowledge receipt immediately
Add Action → Email
Recipients: Select tenant from case contacts
Subject: "Re: Heating issue in Apartment 4B - We're on it"
Message: Professional acknowledgment with next steps
Execute Immediately
Creating Work Order Actions Manually
When to use: Assign any maintenance, repair, or service task to external providers
Form fields:
Title (Required) - Brief work description
Trade (Required) - Type of work (Plumbing, Electrical, etc.)
Work Order Type (Required) - Category (Emergency, Routine, etc.)
Service Provider (Required) - Company/individual to perform work
Booking Text (Required) - Short instructions (35 character limit)
Description (Required) - Detailed work explanation
Cost Estimate (Optional) - Expected cost in euros
Buildings (Required) - Where work will be performed
Properties (Optional) - Specific units affected
Occupants (Optional) - Tenants who need to be contacted
Step-by-step process:
Click Add Action → 🔧 Work Order
Enter title - Clear, specific work description
Select trade - Choose category that matches the work
Choose work order type - Emergency, Routine, Inspection, etc.
Select service provider - Use smart grouping to find the right provider
Write booking text - Brief instructions for accounting (35 chars max)
Describe the work - Detailed explanation including context
Set cost estimate - Expected price for budgeting
Import or select buildings - Use "Import buildings from case" or manual selection
Add properties/occupants - If specific units/tenants are involved
Review and execute - Verify all details before creating
Smart service provider grouping:
From Case - Providers already involved in this case
Previously Used - Providers who worked in this building before
New to Building - All other providers matching the trade
Example scenario: Emergency plumbing repair needed immediately
Add Action → Work Order
Title: "Emergency repair - burst pipe in basement"
Trade: Plumbing
Work Order Type: Emergency
Service Provider: Select from "Previously Used" (familiar with building)
Booking Text: "Emergency call-out"
Description: Detailed description of the pipe burst and urgency
Cost Estimate: €250 (typical emergency call-out)
Execute Immediately
Creating Phone Call Actions Manually
When to use: Document any phone communication related to the case
Form fields:
Contact (Required) - Who you spoke with
Call Type (Required) - Incoming, Outgoing, or Scheduled
Duration (Optional) - Length of call in minutes
Date/Time (Auto-filled) - When the call occurred
Notes (Required) - What was discussed and any outcomes
Follow-up Required (Optional) - If additional action is needed
Step-by-step process:
Click Add Action → 📞 Phone Call
Select contact - Choose from case contacts or add external contact
Choose call type - Incoming (they called you), Outgoing (you called them), or Scheduled
Set duration - Approximate call length in minutes
Write detailed notes - What was discussed, decisions made, next steps
Mark follow-up - If additional contact or action is required
Save or execute - Document the call
Best practices for call documentation:
Record calls promptly while details are fresh
Include specific outcomes and commitments
Note any promises made or deadlines given
Reference other actions if the call relates to ongoing work
Example scenario: Tenant calls to report that the scheduled repair was completed
Add Action → Phone Call
Contact: Select tenant from case
Call Type: Incoming
Duration: 3 minutes
Notes: "Tenant confirms plumber completed faucet repair at 2:30 PM. No more dripping. Tenant satisfied with work quality. Apartment access was smooth."
Execute Immediately
Creating ERP Ticket Actions Manually
When to use: Create official documentation in your property management system
Form fields:
Title (Required) - Official ticket title
Description (Required) - Detailed issue description
Priority (Required) - Urgency level
Category (Required) - Type of issue
Building (Required) - Associated property
Unit (Optional) - Specific apartment/space
Reporter (Optional) - Who reported the issue
Step-by-step process:
Click Add Action → 📋 ERP Ticket
Enter title - Official description for ERP system
Write description - Complete issue details for formal documentation
Set priority - Choose urgency level (Emergency, High, Medium, Low)
Select category - Issue type that matches your ERP categories
Associate building - Required for proper tracking
Add unit if applicable - For apartment-specific issues
Identify reporter - Person who originally reported the issue
Review and execute - Create official documentation
Integration behavior:
Immediate ERP creation - Ticket is created in your property management system instantly
Automatic linking - New ERP ticket is linked to the case automatically
Status synchronization - Updates from ERP system sync back to Captured Knowledge
Compliance tracking - Provides audit trail for regulatory requirements
Example scenario: Need formal documentation for a compliance audit
Add Action → ERP Ticket
Title: "Heating system inspection - Annual requirement"
Description: Detailed description of required annual heating inspection
Priority: Medium
Category: Maintenance
Building: Select building requiring inspection
Execute Immediately (creates formal record)
Creating Damage Report Actions Manually
When to use: Document property damage for insurance, tracking, or repair planning
Form fields:
Title (Required) - Brief damage description
Damage Type (Required) - Category of damage
Severity (Required) - Minor, Moderate, Major
Description (Required) - Detailed damage documentation
Cause (Optional) - What caused the damage
Cost Estimate (Optional) - Expected repair cost
Photos/Attachments (Optional) - Visual documentation
Insurance Claim (Optional) - If insurance will be involved
Step-by-step process:
Click Add Action → 📄 Damage Report
Enter title - Clear damage summary
Select damage type - Choose appropriate category
Set severity - Rate the damage level
Document details - Comprehensive damage description
Identify cause - If known, specify what caused the damage
Estimate costs - Rough repair cost for planning
Attach photos - Visual evidence of damage
Mark insurance - If claim will be filed
Create report - Generate formal documentation
Documentation best practices:
Take photos from multiple angles
Measure damage dimensions when relevant
Note any safety hazards
Document temporary repairs or mitigation
Include timeline of when damage was discovered
Example scenario: Water damage discovered in apartment after pipe leak
Add Action → Damage Report
Title: "Water damage to apartment 4B flooring"
Damage Type: Water Damage
Severity: Moderate
Description: "Laminate flooring in kitchen and living room buckled due to pipe leak. Approximately 30 sq meters affected. No structural damage visible."
Cause: Pipe leak (reference other case actions)
Cost Estimate: €1,200 (flooring replacement)
Attach: Photos of damaged flooring
Insurance Claim: Yes
Execute Immediately
Action Management After Creation
Draft Actions
Working with drafts:
Edit freely - All fields remain editable until execution
Save changes - Modifications are saved automatically
Execution timing - Execute when ready, no rush
Sharing/review - Others can review drafts before execution
Best practices for drafts:
Use descriptive titles so colleagues understand the planned action
Include notes about why you're waiting (approval needed, missing info, etc.)
Review drafts regularly to avoid forgotten actions
Execute promptly once all information is available
Unsaved Changes Protection
Automatic protection:
Navigate away warning - System warns if you try to leave with unsaved changes
Browser close protection - Prevents accidental loss when closing browser
Auto-save - Regularly saves form data to prevent loss
Recovery - Can recover partially completed forms
When protection activates:
Typing in any form field
Uploading attachments
Changing dropdown selections
Any form modification
Override protection:
Confirm you want to leave without saving
Use "Save as Draft" to preserve work
Use "Execute Immediately" to complete action
Editing vs. Creating New Actions
When to edit existing draft:
Minor corrections needed
Additional information becomes available
Recipients need to be adjusted
Cost estimates need updating
When to create new action:
Completely different purpose
Different action type needed
Original action was already executed
Starting fresh is clearer than editing
Cannot edit after execution: Once an action is executed (sent, created, documented), it becomes read-only. Create new actions for corrections or additional communication.
Integration with AI-Suggested Actions
Manual and AI actions work seamlessly together in your workflow:
Combined Workflow
Mixed action sources:
AI suggestions appear automatically based on case analysis
Manual actions appear when you create them
Both types use the same status system (Draft → Pending → In Progress → Completed)
Same management - Edit, execute, or archive either type the same way
Workflow panel organization:
Actions are displayed chronologically
Clear indicators show action source (AI vs. manual)
All actions follow the same visual design
Priority actions may be highlighted
Avoiding Duplication
Check existing actions first:
Review AI suggestions before creating manual actions
Look for similar actions that could be edited instead
Consider if AI suggestions meet your needs with minor edits
Complementary approaches:
Use AI suggestions for routine, predictable actions
Create manual actions for unique situations
Combine both for comprehensive case management
Example workflow:
Case created → AI suggests acknowledgment email
You review and approve AI email suggestion
You manually create work order for specific service provider not suggested by AI
AI suggests follow-up email after work completion
You manually create damage report for insurance purposes
Common Use Cases
Scenario 1: Urgent Communication
Situation: Tenant reports emergency and you need to send immediate acknowledgment
Manual approach:
Add Action → Email
Quick recipient selection from case
Pre-written urgent response template
Execute Immediately for instant communication
Why manual is better: Faster than waiting for AI suggestion, full control over timing and message.
Scenario 2: Specialized Service Provider
Situation: Need specific service provider not suggested by AI
Manual approach:
Add Action → Work Order
Select specialized provider from "New to Building" group
Customize booking text for this provider's requirements
Add specific instructions they need
Why manual is better: AI might suggest familiar providers, but you know the best specialist for this job.
Scenario 3: Compliance Documentation
Situation: Need formal ERP ticket for audit trail
Manual approach:
Add Action → ERP Ticket
Use official compliance language
Set appropriate priority and category
Execute to create immediate documentation
Why manual is better: Compliance requires specific language and timing that AI might not anticipate.
Scenario 4: Building-Wide Communication
Situation: Emergency notice for entire building
Manual approach:
Add Action → Email
Leave Recipients empty
Use "All building occupants in bcc" button
Craft urgent, clear communication
Execute Immediately for building-wide alert
Why manual is better: Immediate control over building-wide communication without waiting for AI to recognize the need.
Best Practices
Planning Your Actions
Before creating actions:
Review existing workflow to avoid duplication
Gather all necessary information (contacts, details, attachments)
Choose the most appropriate action type for your goal
Consider timing - when should this action be executed?
Action selection criteria:
Email - For any communication need
Phone Call - To document conversations that already happened
Work Order - For external service provider tasks
ERP Ticket - For formal documentation and compliance
Damage Report - For property damage documentation
Form Completion
Accuracy first:
Double-check recipient email addresses
Verify service provider contact information
Proofread all written content before executing
Confirm attachments are correct and necessary
Use smart features:
Import buttons for buildings, properties, and occupants
Contact auto-suggestions from case
Smart service provider grouping
Pre-populated fields when available
Execution Timing
Save as Draft when:
Waiting for additional information
Need approval from supervisor or client
Planning actions for future execution
Unsure about timing or content
Execute Immediately when:
All information is complete and accurate
Timing is urgent or critical
Routine actions that don't require review
You're confident in the action content
Quality Control
Before execution, verify:
Recipients are correct and complete
Subject/title is clear and professional
Message/description is accurate and complete
Attachments are relevant and correct
Cost estimates are reasonable
All required fields are filled
Action type is appropriate for the goal
Troubleshooting
Problem: Add Action button not visible
Possible causes:
Insufficient permissions for creating actions
Case is in a status that doesn't allow new actions
Browser display issue
Solutions:
Refresh the page to resolve display issues
Check with administrator about action creation permissions
Verify case is open and allows modifications
Try different browser if problem persists
Problem: Form validation errors
Common issues:
Required fields left empty
Invalid email addresses in recipients
File attachments too large (>20MB)
Cost estimates in wrong format
Solutions:
Check all required fields are completed
Verify email address format ([email protected])
Reduce file sizes or use fewer attachments
Use numeric format for cost estimates (no currency symbols)
Problem: Cannot execute action
Possible causes:
Missing prerequisites (no ERP ticket for work orders)
Network connectivity issues
Server errors during processing
Solutions:
Check case has all required elements (ERP tickets, buildings, etc.)
Verify internet connection
Try again after a few minutes
Save as Draft and execute later if issues persist
Contact support if problem continues
Problem: Unsaved changes warning when trying to leave
Explanation: This is protective behavior to prevent accidental loss of work
Solutions:
Click "Save as Draft" to preserve your work
Click "Execute Immediately" if ready to complete the action
Confirm you want to leave without saving if you want to discard changes
Related Articles
Action Statuses and Lifecycle - Understanding how actions progress through different stages
Email Actions - Detailed guide to email creation and management
Work Orders - Comprehensive work order creation and service provider selection
Phone Call Actions - Complete guide to documenting phone communications
Introduction to Captured Knowledge - Core concepts including workflow management
Quick Start Guide - Basic workflow including action management
You now have complete control over your case workflow. Create the exact actions you need, when you need them, with full customization and professional confidence.