How DEF classifies and delegates inbound work.

A guest sends: "hey, the AC in 204 is making a horrible noise, can someone come up?". Four seconds later, your maintenance lead's phone buzzes with the room, the issue, and the SOP. Here's what just happened.

Step 1 — Capture

The message hits the agent's WhatsApp. DEF reads it, identifies who's sending (the guest matches an existing reservation, or it's a new contact), and stores the raw message with timestamp.

Step 2 — Classify

DEF works out three things about the message:

• Category — maintenance, housekeeping, kitchen, front desk, billing, complaint, info request, etc.
• Urgency — urgent (guest in distress, safety, money), normal (routine), or low (something for later).
• Context — room number, time of day, related reservation, prior interactions with this guest.

This isn't a keyword match. The agent reads the meaning, including tone. "It's not the worst but..." gets read as a real complaint, not a casual remark. Sarcasm and Spanish-English code-switching are handled.

Step 3 — Delegate

DEF picks who handles it based on three rules in order:

1. Who's currently on shift in the right department.
2. If no one is, who's the lead of that department.
3. If neither, escalate to you.

The chosen person gets a WhatsApp with the task: room number, what's wrong, urgency tag, and the SOP if one exists for this kind of problem.

Step 4 — Acknowledge the guest

The guest gets a quick reply that doesn't make promises the agent can't keep: "got it, sending maintenance up now". When the job is done, the employee marks the task complete, the agent confirms back to the guest, and the task closes.

What you see

On My Tasks, the task appears with all four steps logged. You can open it any time to see the conversation, who's working it, the SOP attached, and what's outstanding.