> ## Documentation Index
> Fetch the complete documentation index at: https://help.mory.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# How tasks are created

> The channels through which tasks enter mory and what the AI handles automatically.

In mory, every case is a task (**Aufgabe**). This page shows where tasks come from, what mory recognizes automatically and when you need to step in.

## Sources at a glance

| Source              | How the task is created                                              |
| ------------------- | -------------------------------------------------------------------- |
| Email               | The AI classifies incoming emails and creates a task automatically.  |
| Phone               | The phone assistant answers calls; the task contains the transcript. |
| WhatsApp            | Messages to the organization's WhatsApp number become tasks.         |
| Letter (**Brief**)  | You record letters manually as a task with the source Letter.        |
| Tenant portal       | Reports submitted in the tenant portal create a task.                |
| Manual              | You create the task yourself via **Neue Aufgabe** (New task).        |
| External - no agent | Imported legacy tickets without an agent, with a manual checklist.   |

## Email

Incoming emails from connected accounts are read and classified by the AI. mory recognizes:

* the workflow type (for example damage handling or general request)
* the affected property (**Liegenschaft**), unit (**Einheit**) and tenant
* the affected equipment (**Ausstattung**), such as a dishwasher or heating system
* priority and language of the request

mory then creates the task and sends a confirmation email to the tenant. Tasks created by the AI carry a bot icon in the task list.

Replies to an existing task are recognized by the task number in the subject line (format T-YYMMDD-NNN). They land in the task's activities instead of creating a new task.

<Note>
  When an unknown contact gets in touch, mory runs a security check before the agent becomes active. Obvious spam does not become a task.
</Note>

## Phone

When someone calls the property management's number, the phone assistant takes the call, for example outside office hours. It creates a task and stores the full transcript in the activities so you can read what was discussed.

## WhatsApp, letter and tenant portal

* **WhatsApp**: messages to the organization number are classified like emails. The conversation is visible in the task.
* **Letter**: record incoming mail manually via New task and choose the source **Brief** (Letter).
* **Tenant portal**: reports that tenants submit in the portal appear directly as tasks.

## Manual and external

You can create a task yourself at any time via New task, see [Creating a task](/en/tasks/create-task).

Tasks with the source **External - no agent** come from imported legacy systems. The agent does not work on them. You complete the checklist manually.

## The "Needs manual review" flag

If the AI is missing important data, for example because the property could not be identified from the email, mory flags the task with **Needs manual review**. Fill in the missing fields in the task context so the agent can continue.

<Tip>
  The responsible person is taken automatically from the property. If the property was identified correctly, the task lands with the right property manager right away.
</Tip>

## Related pages

* [Creating a task](/en/tasks/create-task)
* [The task page](/en/tasks/task-page)
* [Working with the mory agent](/en/tasks/working-with-agent)