Engagements

Start an engagement#

You can start an engagement of any live service where your access is Can start runs or higher.

1. Open the service from Services in the sidebar.
2. Click Start an engagement.
3. Fill in Who this is about: the client's name, or the reference you use for them.
4. Optionally add their name if the reference is a code, a Due date, and anything the agent should know first.
5. Click Start.

You can also start one from a party's page in the Directory with Start work, or by asking Fibo to start it.

What you get#

Starting an engagement from the service's page creates:

• A workspace for the engagement, private to you, named after the engagement. It holds a copy of the service's files.
• A record of the party in the directory, found by the reference you gave or created if it is new.
• ENGAGEMENT.md, a file at the top of the workspace recording who the engagement is for and what you told it.
• One conversation, with a Task List that already holds one task for each step of the service's process.

The conversation opens with a message from the platform that states what the engagement is, quotes the service's kickoff text, and passes on your instructions. The agent replies and asks, once, for anything it is missing.

Work through it#

The header above the workspace shows the engagement at a glance: its name, the service, who it is about, the reference, when it started and when it is due. A chip shows its state.

From here an engagement works like any workspace conversation:

• The agent works down the Task List. In an engagement's main conversation Keep going is always on, so it continues by itself until something needs a person.
• It raises a review where the work should be checked. Answer with Continue, Continue — I fixed it, Redo or Skip.
• It asks a question when it needs a fact from you.

See Tasks and reviews for each of these in detail.

Let others in#

An engagement's workspace is private to the person who started it. Access to the service does not open it. To let a colleague see or work on the engagement, share the workspace, and set who is on call for its reviews.

Share progress with someone outside your organization#

Someone who has no Refactor account, such as the client the work is for, can follow one engagement through a link. You need to be able to manage the engagement.

1. On the engagement's page, choose Share with someone outside your company.
2. Enter the person's name and their email address, then choose Create link.
3. Copy the link and send it to them. It is shown once.

The link does not open by itself. When the person opens it, they choose Send me a code, and a 6-digit code is emailed to the address you entered. They see that address partly hidden and cannot change it. The code works for 10 minutes, and five wrong tries end it; they can ask for a new one, up to three in 15 minutes. Once they enter it, that browser stays confirmed for the link for 7 days. A member of your organization who is signed in with the same email address is not asked for a code.

Through the link the person sees the engagement's progress and the names of its deliverables, and can answer questions the work has for them. They cannot download files or open the workspace.

See the links shared for this engagement lists each link: who it is for, the address its codes go to, who made it and when it was last used. End link stops a link at once. Closing the engagement ends all of its links, and reopening does not bring them back. A closed engagement cannot be given a new link: its page says so in place of Share with someone outside your company, and still lists the links it had.

Links made before 12 October 2026 were ended. Anyone who still needs access needs a new link, made with their email address.

Each link made or ended, each code sent, accepted or refused, and each answer given through a link is on your organization's audit record.

Find engagements#

The service's Engagements tab lists every engagement with its client, when it started, how many tasks are done and what is waiting. Tiles at the top filter by Open engagements, Needs attention, Closed and Deleted. Search by client, reference or value, or filter by start date.

Open engagements also appear:

• under their service in the sidebar, with a dot when one is waiting on you;
• on Home, when you started them, follow them or are on call for them;
• on the Engagements tab of the Workspaces page.

Delete and restore#

On the Engagements tab, the trash icon on a row removes the engagement from the list. It can be restored from the Deleted tile until the service's retention period ends. See Security and data.

Skills in a running engagement#

An engagement starts with the versions of the skills its service had at that moment, and keeps them. When a newer version of one is published, the engagement is offered it, and nothing changes until someone accepts. You can also pin an extra skill for one engagement only. See Use a skill in a workspace.

Engagements with a task board#

Some engagements open with a Tasks board instead of a single conversation: those started with Start an engagement on the Services list, and those created automatically when work arrives for a service. In these, a planner splits the work into tasks, each task runs in its own conversation, and you review a task's output from the board with Accept or Send back. They are closed with Close engagement, which records how the engagement ended.

The rest of this page, and the Task List described in Tasks and reviews, describe engagements started from the service's own page.