Managing Actions

The Actions page

Select Actions in the left-hand navigation to open the Actions page. From here you can see, find and create actions:

• + New Action in the top-right corner creates an action (see below).
• Three tabs switch what you're looking at: My Actions (This Workspace), All Actions (This Workspace) and My Actions (All Workspaces). See Viewing Actions Across Workspaces for how the tabs differ.
• The Search actions… box finds an action by its text.
• The All, Pending and Completed buttons filter the list by status, and show how many actions are in each.
• The table shows each action's ID, Title, Related Record, record Type, Status, Assignee, Created By, Due Date and Created Date. Sort by Status, Due Date or Created Date using the column headers. Select any row to open that action.

Users with the Actions Access role only see their own assigned actions — they do not have access to the full actions list.

Creating an action

You can create an action in two ways:

From the Actions page — select + New Action. The Create New Action window opens:

Select Create Action to save it, or Cancel to close the window without creating anything.

From within a record — open any record and select + Add Action in its Actions section. The action is linked to that record and visible both on the record's page and in the Actions list.

Standalone actions — with no related record — are useful for general follow-up tasks, corrective actions, or anything that doesn't belong to a specific record.

Every action has a status: Pending while it's open, and Completed once it has been signed off.

Assigning an action

You can assign an action to any member of your workspace. When you assign an action to someone, they are notified with a direct link to the action — in the app, by email, or both, depending on their notification preferences. See Notifications.

Note: If you assign an action to yourself, no notification is sent.

Assigning to someone outside your workspace

You can assign an action to a person who is not yet a member of your workspace by typing their email address in the Assigned To field. SoterAI will automatically send them an invitation to join the workspace with the Actions Access role — a special non-billable role that gives them access only to their assigned actions.

This is designed for external users such as contractors or third-party vendors who need to complete tasks but should not have access to your records or other workspace data.

The action page

Selecting an action opens its page. The header shows the action's title and its status, with three buttons: Archive, Edit, and Complete Action (or Reopen once the action is completed). Below that you'll find:

• Action Details — the description, action ID, who it's assigned to, the due date, and when and by whom it was created.
• Completion Information — shown once the action is completed: who completed it and when.
• Related Record — if the action is linked to a record, its record type, record ID and the record's own status, with a button to open the record.
• Activity Log — everything that has happened to the action (see Actions and the audit trail below).

Completing an action

When an action is done, open it and select Complete Action. A Complete Action window asks you to confirm that the task has been finished and all requirements have been met. You can optionally attach evidence — for example, a photo, a signed form, or a report — using Attach Evidence (Optional); select View supported formats & limits to see which files you can attach. Select Complete Action in the window to sign it off.

The action's status changes to Completed, a Completion Information section appears on its page, and the completion is recorded in its Activity Log. If the action is linked to a record, the record's status updates too — for example, to Recorded once all of its actions are complete.

Reopening a completed action

If an action was marked done in error, open it and select Reopen. The Reopen Action window asks you to confirm, because reopening removes the completion status. Select Reopen Action: the action goes back to Pending, the Completion Information section is removed, and the Activity Log records Action Reopened. The action then needs to be completed again.

Editing and reassigning an action

Open the action and select Edit. The Edit Action window has the same fields as when the action was created — Title, Description, Related Record, Assigned To and Due Date. To reassign the action, pick a different person in Assigned To, then select Save changes.

Any user with the appropriate role (Owner, Manager, or User) can edit and reassign an action. Every reassignment is logged in the action's Activity Log, so there is always a clear record of who was responsible and when it changed.

Note: Users with the Actions Access role cannot reassign actions — they can only complete the actions assigned to them.

Archiving an action

To remove an action you no longer need, open it and select Archive, then confirm with Archive Action.

An archived action no longer appears on any tab of the Actions page, and it is removed from the Actions section of its related record. It also stops counting towards that record's status.

⚠️ Archiving is permanent. An archived action cannot be unarchived or restored. If you only need to change who is responsible or when it's due, use Edit instead; if it was completed by mistake, use Reopen.

What happens to actions when a record is archived?

If a record is archived, any actions linked to it remain active and visible in the Actions list. Archiving a record does not close or remove its associated actions — you will need to complete or reassign them separately.

Actions and the audit trail

Every significant event on an action is logged automatically in its Activity Log:

• Creation and assignment
• Reassignment (with old and new assignee)
• Changes such as linking a related record, or editing the description or due date
• Completion and evidence upload
• Reopening a completed action

Each entry shows what happened, who did it and when. Completing and reopening a linked action is also recorded in the related record's own Activity Log. The activity log is immutable — entries cannot be edited or deleted.

Managing actions with SoterAI (chat & workflows)

As well as managing actions manually, you can ask SoterAI to handle them for you directly in any chat or workflow. Describe what you need in plain language and SoterAI will do it for you:

• Create an action — for example, “Create an action to inspect the loading dock and assign it to Maria.”
• Complete an action — mark an action as done from the conversation.
• Update an action — change the description, due date, or assignee.
• List actions — ask SoterAI to show your actions, or the actions in the current workspace.

When you ask SoterAI to assign an action, you can refer to the person by name or email address. If more than one person matches, SoterAI will ask you to confirm which one you mean.

Permissions still apply

SoterAI follows the same permission rules described above. What you can do through SoterAI depends on your role:

• Owner, Manager, and User — can create, update, complete, and list actions.
• Actions Access — can complete and see only their own assigned actions.
• Read-Only — can view actions but cannot be assigned them.

Actions created by SoterAI in scheduled workflows

When a scheduled workflow creates an action and assigns it to you, you are notified just as you would be if a colleague had assigned it. This is a helpful exception to the usual rule that self-assigned actions do not notify — because the action is created by SoterAI on your behalf rather than by you, you still get notified.

Keeping track of where an action came from

Actions created by SoterAI include a link back to the chat they came from, so you can always trace an action to the conversation that generated it.