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Task Queues Overview

Staff reference for building a task queue and working it call by call through RingCentral and HubSpot.

Purpose

The short version, then the how: a task queue holds your calls and follow-ups for the day in one ordered list, so you work through them one at a time instead of hunting across separate contact records. This article covers building a queue and working it.

At a Glance

  • Tasks live under the sales tab's tasks option. From there you can see everything due today, anything overdue, upcoming tasks, and any shared queue such as the daily cold lead engagement queue.
  • A single task carries a type (call or email), a priority, an assignee, and a due date. Build a batch of similar tasks at once, for example a follow-up call task for a full list of cold leads, instead of creating them one contact at a time.
  • The call button on a task auto-populates the contact's number and dials through RingCentral. The call is transcribed automatically, so you are not relying on notes taken mid-conversation to remember what was said.
  • You can call from a browser or from a phone; either way, the task expects an outcome logged afterward, whether or not you actually connect.
  • Working a queue is sequential: finish or reschedule the task in front of you, hit next, and the following contact loads with their notes, past emails, and interaction history already attached.
  • A task you leave incomplete does not disappear. It stays in the queue until you finish it, reschedule it, or reassign it.

Steps

  1. Create a task for each contact you need to follow up with. Set the type (call or email), a priority, and a due date, and assign it to yourself unless it belongs to someone else.
  2. Add the batch to the queue you are working from, for example the daily follow-up or cold lead engagement queue, so it is grouped with similar work instead of scattered across your day.
  3. Open the tasks option under the sales tab to see the full queue: what is due today, what is overdue, and what is upcoming.
  4. Start the queue from the top. Use the call button to dial through RingCentral; it pulls the contact's number automatically.
  5. Take the call and let the automatic transcription do the note-taking. Review the transcript afterward if you need the detail instead of typing notes while you talk.
  6. Log the outcome before moving on: whether you connected, and any follow-up task or email the conversation calls for.
  7. Hit next to move to the following contact. Their history, including prior emails and notes, loads automatically, so you are not starting cold.
  8. Reschedule instead of deleting a task you cannot finish today. Cancel only a task that is genuinely no longer needed, not one you simply ran out of time for.

Edge Cases / Troubleshooting

  • You get pulled away mid-queue. Nothing is lost. Incomplete tasks stay exactly where they are until you come back to them.
  • A contact does not pick up. Log it as not connected, set whatever follow-up task or email the situation calls for, and hit next instead of leaving the task open with no outcome recorded.
  • The call outcome options do not quite match what happened, for example a call that turns into scheduling a program demo instead of a plain follow-up. Pick the closest option and add the specifics in the notes rather than leaving the outcome field blank.
  • A task no longer needs doing at all. Deleting an unneeded task is one of the queue adjustments available to you, alongside changing the queue, rescheduling, and marking complete. Rescheduling is the right move for anything you simply ran out of time for.

Vendor Reference

  • Use task queues: HubSpot's generic task queue mechanics. The vendor doc caps each user at 20 task queues account-wide; if we are creating a new queue per campaign or per cold lead push, check that there is room before assuming a new one will save.

Our own worked pattern, such as a daily cold lead engagement queue built from a batch of follow-up call tasks, is our use of the generic feature, not vendor-documented behavior.

Who to Ask

Still stuck, loop in your manager, especially if a queue looks wrong (missing tasks, wrong assignee) instead of simply full.

Check Deal Dashboard and Sales Process for the deal a task is tied to, and Sequences and Workflows Overview for how an automated task can land in your queue without you creating it by hand.