Coordination Tasks

Coordination Tasks live under Service → Task List in the left navigation. A calendar view of upcoming tasks is also available at Service → Planning.

Each task opens a detail page showing full status history, notes, linked expenses, attached requirements, and any associated reservation.

Every task has a type that identifies the kind of work being done. Five types are available:

• Cleaning — property turnover or deep clean between reservations
• Inspection — condition check of the property before or after a guest stay
• Maintenance — repair or servicing of equipment, fixtures, or appliances
• Delivery — dropping off supplies, keys, welcome packs, or other items
• Custom — any other operational task that does not fit the above categories

Tasks do not only come from your team. When a guest reports something broken in a chat, your AI assistant can file the task itself — so a leaking shower reported at 11pm is in the morning list without anyone reading the thread.

It always asks the guest first. The assistant offers to send someone out, and only files the task once the guest confirms in a following message — it cannot create one from a single message, even if the guest asks it to. That gate is enforced in the platform, not left to the assistant's judgement.

What it files, every time:

• Maintenance or Custom — the assistant picks whichever fits what the guest described
• The property comes from the guest's own booking, never from anything the assistant infers
• It goes straight into today's list — a guest report is same-day work, not something to schedule out
• Nobody is assigned. A coordinator picks it up like any other task
• The source reads Guest report, so you can always tell these apart from the ones your team raised

Once a task is open, the assistant knows about it. If the guest asks why nothing has happened yet, it can answer with the current status instead of asking them to explain again — and it alerts your team in Slack that someone is chasing.

This runs on guest chat only. A guest who reports a problem on the phone is handed to a human instead.

Tasks move through the following statuses across their lifecycle:

• Draft — task is being prepared; not yet visible to the assigned worker
• Created — task has been created and is awaiting scheduling or assignment
• Planned — task is scheduled to a date and time and assigned to a worker
• Started — the assigned worker has begun the task
• Completed — work is done; the task is closed
• Cancelled — task was abandoned before completion

Each task can be assigned to one team member. The assignee receives the task in their personal task list and, depending on their role, may see it in a simplified service-worker view.

You can configure automatic task assignment rules per property under Properties → [Property] → Operations. When a rule is set, new tasks of a given type on that property are automatically assigned to the configured worker.

Any material or labour cost incurred during a task can be recorded as an expense directly on the task. Expenses carry a Paid By field indicating whether the cost is borne by the operator or the property owner.

Expenses linked to tasks flow into the payout calculation for the relevant reporting period, so owner-borne costs are automatically deducted from owner statements.

Tasks can carry a checklist of requirements — specific steps the worker must complete before marking the task done. Requirements are defined in task templates and automatically attached to new tasks created from that template.

Workers check off requirements from the task detail page or their mobile service view. Unchecked requirements are visible to coordinators in the task list.

Repeating tasks can be standardised with templates. A template defines the default type, requirements checklist, notes, and expense rules. When a new task is created from a template, it inherits all defaults — the coordinator only needs to set the property, date, and assignee.

Templates are managed under Service → Task Templates.

Tasks can be associated with a specific reservation using the reservation reference field. This is useful for tasks triggered by a guest stay — for example, a post-checkout inspection or a mid-stay linen change.

Linked tasks appear on the reservation detail page alongside the booking information, giving support staff full context when a guest contacts them about a service issue.

When property damage is identified, one or more coordination tasks can be linked to the corresponding damage record. For example, a Maintenance task to repair a broken fixture and an Inspection task to verify the repair can both be attached to a single damage case.

Linking is done from the damage detail page. Linked tasks remain fully independent — they can be completed, reassigned, or cancelled without affecting the damage record.