When guests make requests that require action, Jack creates tasks and routes them to the appropriate staff. This ensures nothing falls through the cracks.
How Tasks Work
- Guest makes a request — "Can I get extra towels?"
- Jack classifies the request — Identifies it as a housekeeping task
- Task is created — With details, priority, and department
- Staff is notified — Via dashboard and optional push notifications
- Task is completed — Staff marks it done, guest is updated
Task Types
Housekeeping
Extra towels, room cleaning, amenity requests
Maintenance
AC issues, plumbing, electrical, repairs
Food & Beverage
Room service, restaurant reservations, special dietary needs
Concierge
Reservations, tickets, transportation, recommendations
Complaint
Issues requiring management attention
Escalation Rules
Jack automatically escalates conversations to staff when:
- Low confidence — AI isn't sure about the appropriate response
- Request requires action — Guest needs something delivered or done
- Negative sentiment — Guest appears upset or frustrated
- Explicit request — Guest asks to speak with a human
- Outside knowledge — Question not covered by knowledge base
- Sensitive topics — Billing, complaints, special needs
Priority Levels
| Priority | Response Time | Examples |
|---|---|---|
| Urgent | Immediate | Safety issues, room lockout, no hot water |
| High | Within 30 min | Complaints, AC not working, missing reservation |
| Normal | Within 2 hours | Extra towels, restaurant reservation |
| Low | Within 24 hours | Feedback, general inquiries, suggestions |
Task Dashboard
Staff manage tasks from the dashboard:
- Task list — View all open tasks, filter by department/priority
- Assignment — Assign tasks to specific staff members
- Status updates — Mark tasks as in-progress, completed, or blocked
- Notes — Add internal notes for handoffs
- Guest communication — Reply to guest directly from the task
Notifications
Staff receive notifications for:
- New tasks assigned to them
- Urgent escalations
- Task reminders (overdue tasks)
- Guest replies on their tasks
Notifications appear in the dashboard and can optionally be sent via email or browser push notifications.
Task Lifecycle
New → Assigned → In Progress → Completed
↓
Blocked → (Resolved) → In ProgressCompleted tasks are archived but remain searchable for reporting and guest history.
Routing Configuration
Customize how tasks are routed in Settings → Task Routing:
- Map task types to departments
- Set default assignees by department
- Configure escalation thresholds
- Define business hours for routing
Task Metrics
Track performance in the Analytics section:
- Average response time by task type
- Tasks completed per day/week
- Escalation rate (AI vs staff handled)
- Guest satisfaction by resolution type