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M.11 · Guest Requests 1 message · 4 lanes

Every request, choreographed.

A guest sends one WhatsApp. MessageBox decomposes it into tasks, assigns them by zone and shift, schedules escalations before they're late, notifies the guest when help is on the way — and closes the loop with proof. Auto-pilot for service delivery.

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9 orchestration primitives 4 escalation types 3 assignment modes 3 priority schemes
One message · four lanes · 23 min
Orchestration · live Today · 14:31 GST
▮ WhatsApp Suite 1204 · Mr. Aldrin
Hi! Could we get extra towels and an extra pillow when you have a sec? Also the bedside table is wobbly when we put drinks down. Thanks!
14:31 ✓✓
↓ MessageBox · decomposes & orchestrates
Time
14:31
14:36
14:42
14:48
14:54
HK · GR-8821 Towels × 2 · Suite 1204
Done · 14:43
HK · GR-8822 Extra pillow · Suite 1204
Done · 14:44
ENG · GR-8823 Bedside table · wobble
Scheduled · 16:00 · low
AUTO · NTFY-441 Guest notification · WhatsApp
Sent · 14:34 · "On the way"
4 lanes · 0 escalations · 23 min elapsed Closed · audit trail saved
Chapter 01 / The orchestration primitives

Nine moving parts.
Each one has a name.

P.01 — Auto-assignment

Right person.
Right zone.
Right shift.

Tasks route themselves to staff who are on shift, in the correct zone, and qualified for the work — checked in, location-aware, skill-tagged.

Suite 1204→ HK · floor 12Mario R.
Pool deck→ FB · pool zoneAishwarya
Lobby→ ConciergeQueued
P.02 — Four escalation types

Two before. One at.
One after.

Two pre-due nudges, one alert at the deadline, one configurable matrix that lifts the task up the chain. The guest never has to be the alarm clock.

T-10m
T-5m
DUE
T+5m
P.03 — Scheduled

Plan it now,
do it then.

Pre-arrival amenity setup. Post-departure deep clean. Sunday brunch turnaround. Created in advance, fired on the dot.

Fri 09:00VIP arrival prep
Sun 06:00Brunch turnaround
P.04 — Parallel tasks

Three things,
at the same time.

One request fans out into multiple sibling tasks that run concurrently. Towels and pillows shouldn't queue behind each other.

A
B
C
P.05 — Sequential tasks

Strip. Then clean.
Then inspect.

For workflows that genuinely depend on order. The next step doesn't fire until the previous one closes — with proof.

1
2
3
P.06 — Instant notifications

Tell the guest before they have to ask again.

Acknowledged. On the way. Delayed. Done. Auto-sent on the channel the guest used — WhatsApp, webchat, email — in their language.

WhatsApp · Mr. Aldrin14:34
Hi! Mario is on the way with extra towels & a pillow — about 5 minutes. We'll get the side table looked at after dinner.
P.07 — Add resources

One person isn't
going to do it.

Pull a second cleaner, a porter, a runner onto a task that turned out to be larger than it sounded.

+ PorterRavi P.
+ RunnerJohn P.
P.08 — Guest context

Personalised because we actually know them.

From PMS in real time, or via SFTP. Loyalty tier, allergies, language, preferences. The staff sees the human, not a room number.

MA
Mr. Adam Aldrin · DiamondSuite 1204 · 4 nights · EN · gluten-free
P.09 — Staff check-in

Zone-based.
Location-aware.

Staff check in to a zone for the shift. The system knows who's near what — so requests go to the closest qualified pair of hands.

Floor 12Mario R. · 14:00
PoolAishwarya · 13:45
Chapter 02 / The escalation engine

The guest never has
to be the alarm clock.

Four escalations.
Two before due. One at. One after.

— Worked example · 20 min SLA
14:31
Created
14:41
T-10m
14:46
T-5m
14:51
Due
14:56
T+5m
Due
E.01 · T-18m
Not Assigned Escalation.

Mario gets a "Not Assigned" nudge in his task chat. The guest doesn't see it. Just supervisors.

E.02 · T-18m
Not Accepted Escalation.

If the task hasn't been accepted, the supervisor is notified. Still pre-due.

E.03 · At due
Supervisors, on the dot.

The deadline arrives and the work hasn't closed. Supervisors are now in the chat with the original guest message attached.

E.04 · After
Custom escalation matrix.

From here, the property's own rules apply: GM, Resident Manager, on-call duty manager, paging tree. You wrote the matrix, we run it.

SP.01 — Assignment

Three ways
to assign work.

Use one or all three on the same property — in the same shift.

  1. Manual. Supervisor picks the assignee directly.
  2. Group. Posted to a department; first available picks up.
  3. Auto. System routes by zone, role, shift, skill.
SP.02 — Prioritisation

Three ways
to prioritise.

Different properties need different physics. We support all three.

  1. Tag-only. Priority is a label; the SLA is unchanged.
  2. SLA-driven. "High" actually shortens the deadline.
  3. Area-based. Suite floors get tighter SLAs than standard.
SP.03 — Inputs

Six ways a request
can land.

Whatever the guest or staff member uses, MessageBox accepts.

  1. Mobile app · staff & supervisors
  2. Desktop · operations & reception
  3. WhatsApp · guests & team
  4. Voice → Task · transcribed & classified by AI
  5. Chat → Task · webchat, LINE, in-room
  6. Email → Task · forward to tasks@
Chapter 03 / Room history

Every room remembers
everything.

Suite 1204 · any day, in your pocket.

7 days 30 days All-time
Sat02 May
14:54CICheck-in complete · 2 nightsMario R.
14:34COCheck-out complete · previous guestMr. Aldrin
11:08ENGTap leaking FixedAishwarya
Fri01 May
19:42F&BIn-room dining · main course + dessert · 4 coversPool kitchen
10:22HKStayover clean · 25 min · green passAishwarya
Thu30 Apr
22:11ENGCurtain track · adjusted, lubricated · ENG-7682Hassan K.
14:18REQGuest webchat · curtain not closing properlyMrs. Aldrin
10:34HKStayover clean · 26 min · green passAishwarya
Wed29 Apr
15:00CICheck-in complete · 4 nights · gluten-free flag setReception · Priya
14:42INSPre-arrival inspection · 12 items · all passFOM · Ravi
12:08HKDeparture clean · 38 min · green pass · turndown setAishwarya + Lalita
11:14COCheck-out complete · previous guestReception · Sara
Tue28 Apr
07:30F&BIn-room breakfast · continental · 2 coversMain kitchen
● 7 events today ● 19 events this week Mobile + desktop · same data · live
Chapter 04 / Things people ask

Five real questions.
Answered properly.

Q.01 · Escalations How does MessageBox handle escalations?

Four escalation types, layered on every task:

  1. Two pre-due nudges. Not Assigned and Not Accepted escalations. The guest never sees them.
  2. One at-due alert. The deadline arrives, the supervisor joins the task chat with the original guest message attached.
  3. One post-due matrix. Your property's own escalation tree — GM, Resident Manager, duty paging — runs from there. You write the matrix; we execute it.

Q.02 · Assignments How does MessageBox handle task assignments?

Three modes, mix and match by department:

  1. Manual. A supervisor or coordinator picks the assignee directly — useful for VIPs and judgement calls.
  2. Group. The task is posted to the users having access to that category; the first available qualified person claims it.
  3. Auto. The system routes by zone, role, shift, and skill tag — the default for high-volume operations.

Q.03 · Prioritisation How does MessageBox handle prioritisation?

Three different physics, depending on what your operation believes about priority:

  1. Tag-only. "High / Medium / Low" is a label that helps humans triage; the SLA is unchanged. The most common pattern.
  2. SLA-driven. "High" actually shortens the SLA — and therefore the escalation timing. For properties where priority must move physical reality.
  3. Area-based. The room or zone determines priority. Suite floors get a 10-minute SLA; standard rooms get 25. The system handles the difference.

Q.04 · Guest information How does guest data reach MessageBox?

Two paths into the platform, both running side-by-side at most properties:

  1. Real-time PMS interface. Live integrations with Opera, Shiji Daylight, RMS and others — guest profile, stay, preferences flow in as they happen.
  2. SFTP file-based. For older PMS deployments or batch flows, scheduled SFTP drops keep the same fields populated. Same end result, slower clock.

The data shows up identically on the mobile app and the desktop console.

Q.05 · Inputs What are the different ways a task gets created?

Six. Whichever the guest or staff member already prefers:

  1. Mobile app — staff and supervisors, on-the-floor.
  2. Desktop — operations, reception, command-and-control.
  3. WhatsApp — guests directly and staff optionally.
  4. Voice → Task — a 12-second voice note becomes a structured ticket via AI.
  5. Chat → Task — webchat, in-room iPad, LINE.
  6. Email → Task — forward to tasks@ · subject becomes title, attachments stay attached.
⌘
— Bring a real shift's tickets

Show us a busy Saturday.
We'll choreograph it live.

A 30-minute walkthrough. We'll map your departments, escalation rules and zone definitions, then replay an actual hour of your operations through MessageBox.
Book a slot Schedule a demo ↗ WhatsApp us · +1 601 843 9486 ↗ LINE chat us ↗ Or write to hello@messagebox.ai