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Tasks follow a defined lifecycle. Superhawk enforces it, so a task cannot end up in a state its history does not support.

The states

Done, rejected, and cancelled are terminal. Nothing moves out of them.
The open states are pending, awaiting approval, approved, and in progress. Complete and cancel are legal from every one of them, so a task never gets stuck because it was not walked through the middle steps.

Approval

Approval is for work that leaves Superhawk: an email to a customer, a write to your CRM. Submitting for approval puts the task in front of whoever needs to sign off, and it does not proceed until they do. Not every task needs it. A reminder to check on an account can go straight from pending to in progress to done.

Who acted

Every transition records whether it came from a human or an agent, along with who and when. This is what lets you tell a task Superhawk closed automatically from one a colleague handled.

Comments

Tasks carry comments for the conversation around the work. Mentioning a teammate notifies them — see Notifications.