Work through a track

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Who this guide is for

This page is for overseers — team members, contacts, or Agents actively moving an instance forward. If you are designing the template, see Create a track instead.

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Open an instance

Start from either:

• Tracks → select track → Manage / Instances → click a person or entity
• Active Tracks → browse instances in progress (classic operational view)
• Contact Book → person’s Active Tracks tab → open an instance

You land on the instance detail page with Checkpoints & Progress, Events, and Notes tabs (Tracks new), or equivalent tabs in Active Tracks.

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Visit a checkpoint

Visiting a checkpoint means recording that the entity has moved to that stage — “we are now in Interview,” “this contract is in Legal Review.” On the Checkpoints & Progress tab:

1. Select the checkpoint you want to move to (if not already current).
2. Confirm the visit — some tracks run automatic actions when you enter a stage.
3. The timeline records the visit; overseers see updated progress.

Checkpoints can be revisited. A second visit to an earlier stage is normal — the system counts visits and keeps history.

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Achieve a milestone

Achieving a milestone marks a specific accomplishment inside the current (or selected) checkpoint. How completion works depends on how the milestone was configured:

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Milestone Actions tab (Active Tracks)

In the classic Active Tracks instance view, the Milestone Actions tab groups runnable steps by milestone. Use it when your workspace routes operational work through that layout — the underlying milestones are the same as in Tracks new.

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Run checkpoint and milestone actions

Tracks can attach Actions at two levels:

• On visit — fire when someone enters a checkpoint (welcome email, notify a channel).
• On milestone — fire when a milestone is achieved or when an overseer runs it manually.

When an action button appears on the instance, click it to launch the workflow inline. Results flow back into the instance timeline.

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Add notes along the way

Switch to the Notes tab to capture context that does not fit a milestone checkbox — interview impressions, negotiation details, internal flags. Notes support replies and appear in the event history. They are especially valuable before handing off to another overseer.

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Create and fulfill tasks

When you need someone else to act, create a task from the instance (see Overseers and tasks):

1. Write a clear title and description.
2. Assign to another overseer or agent.
3. They fulfill it when done — the timeline updates automatically.

Tasks are ideal for cross-role handoffs that are not worth a whole new milestone.

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Change status or transfer

Sometimes an instance needs to pause, change owner, or move to a different track. Use status controls or Transfer dialogs when your workspace exposes them:

• Pause / deactivate — stop active work without deleting history.
• Transfer — move the instance to another track or reassign primary ownership (exact options depend on your configuration).

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When is a track “complete”?

An instance is Completed when every required milestone across the track is achieved and any final gates are satisfied. Optional milestones can remain open without blocking completion — that is by design. Overseers see status change on the instance header and in list filters. Completed instances stay searchable for reporting via Track Data.

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Daily rhythm (example)

For a contact on a hiring track, a recruiter’s typical session might be:

1. Open instance → review Events since last visit.
2. Read new Notes from the screening agent.
3. Move candidate to Interview checkpoint.
4. Achieve References checked milestone after confirming with the hiring manager.
5. Create a task for the coordinator to schedule onsite interviews.

That loop — review, move, achieve, delegate — is the core operating rhythm of Tracks. Next: Milestones and automation — configure how milestones complete and connect to Actions.