Turn on Workplans for your account, set default priorities by item type, and optionally enable the daily digest email so agents and managers get a prioritized daily task list.

Before you start

To set up Workplans, you need:

An Admin role with access to Account Builder
Workplans available for your account (if you do not see the options below, contact Volie Support)
Valid email addresses for any users who should receive the Workplan digest

Definitions

These terms appear when you set up Workplans:

Term	Meaning
Workplan item	One unit of work on the list (for example, a missed call to return or a new lead to contact).
Default priority	The High, Medium, or Low priority Workplans assigns when a new item of that type is created.

Steps

Follow these steps to set up Workplans:

Go to Account Builder → Super Admin.
Turn on Workplans Enabled, then save your account changes.
Go to Account Builder → Workplans.
Under Workplan Item Type Default Priorities, set High, Medium, or Low for each type: New Lead, Scheduled Communication, Missed Call, Pulse Alert, and Pulse Promise.
Select Save Priorities. To clear account overrides and return to system defaults, select Reset to Defaults.
(Optional) Open each user who should receive the daily digest, go to Advanced Settings, and turn on Receive Workplan Digest Email. Confirm the user has a valid email address.

What success looks like

When Workplans setup is complete, managers see Workplans in the left navigation, and agents see Workplan in Communication Center. On Account Builder → Workplans, priority rows show Customized when you saved overrides, or System Default after a reset. If managers or agents still do not see Workplans, confirm Workplans Enabled is on and ask them to refresh or sign in again. If the menu is still missing, contact Volie Support.

Limitations

Workplans setup has these verified limits:

Enabling Workplans for an account does not by itself guarantee every user sees the menu — Volie must make Workplans available for your account, and users need the correct role and path (Workplans for managers, Communication Center → Workplan for agents).
Workplans is not the same as Workplan Templates under Utilities. Workplan Templates are onboarding checklists; Workplans is the daily BDC task list.
Assignment notification emails (when an item is assigned or reassigned) may be enabled for your account by Volie. There is no separate customer toggle documented in Account Builder for those alerts.

Common questions

Who can turn on Workplans?

An Admin with access to Account Builder → Super Admin can turn on Workplans Enabled. If that checkbox is not available, contact Volie Support to enable Workplans for your account.

Where do I change default priorities for new Workplan items?

You change default priorities for Workplan item types on Account Builder → Workplans, under Workplan Item Type Default Priorities. Select Save Priorities after you update High, Medium, or Low for each type.

How do I turn on the Workplan digest email?

Open the user’s record, go to Advanced Settings, and turn on Receive Workplan Digest Email. The option appears when Workplans is enabled for that user, and the user needs a valid email address.

Why don’t agents see Workplans in the left menu?

Agents typically open Workplans from Communication Center → Workplan, not from the management left menu. Managers, supervisors, and organization managers see Workplans in the left navigation when Workplans is enabled for the account.

How to use Workplans

How to set up Workplans