What is on my Team management workspace, and how do I use it?

Open TMS, then the Workspace tab, it's the one you land on by default. The screen is split into four parts that all work together around whatever you're currently doing.

Your task list

On the left, a ranked list of work you can pick up. Peakify orders it for you automatically, so you don't have to decide what to work on next, just take the one at the top unless something else needs your attention first. See How do I assign myself a task from my workspace, and finish it? for how assigning, finishing and unassigning a task actually works.

Each card shows the customer's name and the job, on up to two lines. Hover over a long job name to read all of it. On a narrow screen the Assign to me button sits under the job instead of beside it. If your organization shows you only the top part of the queue, a line under the list says how many you are seeing out of how many are waiting, for example "Showing the top 10 of 25". When everything waiting fits, that line is hidden.

Above your task list, a Needs you section lists the tasks waiting on a person: an AI draft ready to review, a step the AI could not finish, or finished work the customer could not be told about. Click one to open it right here in the Workspace: the customer's record opens on its Tasks tab, with the task highlighted, and you click the task to open it. If you're not an admin, this works for your own tasks in progress. A task still waiting in the queue asks you to assign it to yourself first. For any other task you see "That task isn't in your queue right now." with an Open customer button that takes you to the customer's page. Clicking an item never assigns the task to anyone. The bell notification for one of these opens the same way.

The conversation

Once you've opened a task, this shows your conversation with that customer, right on the same screen, so you can read and reply without going anywhere else. If the conversation is longer than what first shows, press Load older messages to read further back in place. You also see when a teammate owns the conversation or is typing a reply, so you don't answer over each other. Before you've opened one, there's nothing to show here yet.

The customer's record

The middle of the screen shows the record of the customer tied to whatever you're working on: their details, where they are in your pipeline, and a set of tabs for their history. One of those tabs is Files, where you ask this customer for documents and see what they've sent, covered in How do I ask a client for documents, and review what they send? Another is Tasks. Open any task there to see its own page: the description, required documents, and, depending on your account, an AI-written first draft for steps set up to have one. When a draft is ready it sits right on that task: read the summary and the draft itself, then approve it to complete the task with its note, reject it and do the step yourself, edit the draft's wording or note yourself, or ask the AI to redo it, with an extra instruction if you want ("shorter", "mention the deadline"). If a redo comes back saying the draft ran too long and was cut off, ask for a shorter one in your instruction and it writes to fit. Changed your mind about an edit? Discard puts the AI's own words back. Most tasks have no draft at all; it only shows up for a step set up to draft one.

Once you approve a draft and the task is finished, its page still shows what your assistant wrote: a read-only "What [assistant name] prepared" card with the summary and the full text, no buttons. It is there so you or a teammate can check later what actually went out, or what the step was based on. The customer never sees it, on their finished task or anywhere else, only your team can.

Every task has its own Assign control, right at the top of its page, showing who has it now: "Assigned to you", "Assigned to <name>", "Assigned to <assistant name>" when it's set up for your AI teammate to work, or "Unassigned". Open it to give the task to yourself, a teammate, your AI teammate (for a step it can work), or to Unassign it back to the queue with an optional note and follow-up date. Giving a task to someone else needs an admin or whoever currently has it.

Every task page also has a Comments box near the bottom, for talking about that task with your team. Type @ and pick a teammate to mention them: they get a notification, and clicking it opens that task in their Workspace when it is in their queue. Comments are only for your team, the customer never sees them. Once added, a comment stays as written, there is no edit or delete.

When a step the customer can see is finished this way (you approve its draft, or the AI finishes a step it does on its own), the customer gets a short message with a link to their page, by email unless the step is set up to use a text message or WhatsApp. The task tells you so before you approve. The message never contains the work itself, only a line saying the step is done and the link.

If we could not reach them any way at all (no email or phone on file, they opted out, or they have not given permission for texts), the finished task comes back into the Now list on the Tasks tab marked "Customer not told", with the reason in plain words. Open it and either pick another way under "Send another way" and press the button, or, if you told them yourself on a call, press "I told them myself" to clear it. Picking another way never gets round an opt-out or a missing permission: if that way cannot be used either, the next one is tried and you are told what stopped it.

Another tab, Details, shows the customer's contact and lead information. Hover over most values there and you'll see an edit icon, click one to change it right from this screen instead of leaving for the full contact page: their email, phone, preferred way to be contacted, lead source, service, whether an estimate has been sent, its value, and a follow-up date. Press Enter or click away to save, or Escape to back out without saving. Consent and contactability (whether they've opted out of SMS, their email consent, the WhatsApp window and verbal consent on file) stays view-only here, with a link across to the full contact page for anyone who needs to change it, that's a compliance record, not a quick edit.

One more tab, Timeline, is the full story of this customer in one newest-first list: every stage they moved through, tasks created and finished, conversations and calls, notes your team wrote, a private note from a conversation, a booking note the customer left when they scheduled, and a short AI summary of a call or meeting. A task sent back to the queue shows up here too, with the reason. A payment request you cancelled shows when it was cancelled, next to when it was sent. Each conversation shows a short preview of its last message, for conversations you can open in your inbox. Every automation that fired for this customer is listed too, with its name, what it did, and whether it ran, is still waiting, was cancelled or failed. Chips above the list narrow it to just notes, just tasks, just messages and calls, or just automations, and a Hide internal switch drops everything the customer never sees, each one marked with a small Internal tag so you always know which is which. It's the exact same Timeline you'd see opening this customer from the main Contacts list instead.

One note about this customer can be pinned above the Timeline and above the regular notes list, so whoever opens their record sees the most important thing first. Any teammate can pin or unpin it from the pin control next to a note, whether or not they wrote it themselves, and pinning a different note simply moves the pin, it's never more than one at a time.

Above the tabs sits an AI summary of this customer, marked Staff only: a short paragraph on where they stand, plus up to three suggested next steps. The summary is included in Pro and up. On other plans the card isn't shown. It is written from their record, internal and private notes included, so it is only ever shown to your team. The customer never sees it, and neither does the AI that talks to your customers. Messages, private notes and call summaries from an inbox only some of your teammates can open are left out, because everyone on your team sees the same summary. Here in the workspace it starts folded to a few lines, click Show more for the rest. It tells you how long ago it was updated, and it rewrites itself the next time someone opens this customer after something important happened: a stage change, a finished task, a new message from them, or a new note. Click Refresh to rewrite it right away. If it says it couldn't refresh, the older summary stays where it is and you can try again shortly. The same goes if you refresh a lot of summaries in a short time: it asks you to wait a moment, and nothing is lost. Treat it as a starting point, not a record, and check the Timeline before you act on it. The same summary sits at the top of this customer's page in Contacts.

Your controls

On the right, a Time Tracking card shows which task you're working on and a running clock that says "Session active" while it's counting. Under it, an "Ask the customer for" box has two buttons, Documents and Payment, so you can ask this customer for paperwork or for money without leaving the task. See How do I ask a client to pay?. Underneath, an Add Notes box is where you write what you did, this note is required before you can finish the task. Below that sits the green Complete Task button and the same Assign control described above. If your organization uses schedules, you'll also see a small card here showing what's now and what's up next in your day. On a day you aren't scheduled to work, such as a weekend, it says "Nothing scheduled today." Only if you have no schedule at all does it ask you to contact your admin.

Making room

The moment you open a task, your task list tucks itself into a slim strip along the edge to make room for the conversation and the customer's record. Click it any time to pull it back open. Peakify remembers your choice for next time.

The assistant, if your account has it

Depending on your account, once you've opened a task you'll also see a small switch letting you flip between the conversation and an AI assistant already pointed at that same customer. This is the AI Workspace assistant, the one built for you rather than for your customers, it's covered in its own set of articles.