Access runbooks, SOPs, checklists in the conversation

Often times, our staff needs to reference checklists and SOPs that guide them on how to resolve a customer request or to perform an assigned task that came into a shared inbox.

Often times our teams have to go to an outside system to find the SOPs or checklists and use them out of context of the email - pulling them away from the message thread and making it difficult for managers to see what step in the checklist or SOP they've made it to. So, it would be helpful to have a way to embed a checklist directly into comments that they could use to manage the various tasks and the procedures they need to follow. This could be done by either linking a project management and workflow tool like Smartsheet or through a new native feature inside Front for checklist/task management. The tasks would ideally be saved as a template set of tasks that could be applied to a message thread based on a set of tags or criteria determined by Ai. Once the tasks are applied to the message thread in the comments section, all parties that can see that message thread would also be able to see items in the checklist being checked off and the procedures someone is following to resolve the issue or handle the request.