Operations FAQ

Answers to common questions about managing tasks, staff, and day-to-day operations in HiLucy.

Task Management

How do I reassign a task to a different staff member?

There are two ways to reassign a task:

1. From Monday.com -- Open the task item on your Monday.com board and change the assignee column. The update syncs back to HiLucy automatically
2. From the admin dashboard -- Open the front desk escalation view, find the task, and update the assigned staff member

In both cases, the newly assigned staff member will be notified of the assignment.

Can I manually create a task without going through LucyAI?

Yes. While LucyAI automatically creates tasks from guest conversations, you can also create tasks manually:

• On Monday.com -- Add a new item directly to the board with the task details, category, and priority
• From the admin dashboard -- Staff can create service requests through the front desk interface

Manually created tasks follow the same lifecycle and status tracking as AI-generated ones.

How do I mark a task as complete?

Move the task to the "Done" status column on your Monday.com board, or update the status in the HiLucy admin dashboard. When a task is marked complete, LucyAI can notify the guest that their request has been fulfilled.

What happens to tasks that are not completed?

Tasks remain in their current status until a staff member updates them. There is no automatic escalation by default, but you can configure Monday.com automations to send reminders or escalate items that have been in "In Progress" for too long.

Staff Management

How do I set up staff members in HiLucy?

Staff members are WordPress users with appropriate roles. To add a new staff member:

1. Create a WordPress user account with the relevant role (e.g., editor, contributor, or a custom hospitality role)
2. Assign them to the correct property or listing in the HiLucy settings
3. If using Monday.com, make sure they have access to the relevant board

How do I control which staff see which tasks?

Task visibility is determined by two factors:

• Property assignment -- Staff only see tasks for properties they are assigned to
• Monday.com board permissions -- If using Monday.com, board-level permissions control who can view and edit items

Can I set up staff schedules?

HiLucy integrates with Acuity Scheduling for activity and appointment management. Staff availability for guest-facing activities (tours, spa appointments, etc.) is managed through Acuity calendars synced to HiLucy.

For internal shift scheduling, most properties use their existing scheduling tools alongside HiLucy. Task routing in HiLucy considers property assignment rather than shift schedules.

Tracking and Reporting

How do I track task completion rates?

Monday.com provides built-in analytics and dashboard widgets that you can use to track:

• Completion rate -- Percentage of tasks moved to "Done" within a time period
• Average response time -- How long tasks stay in "Backlog" before moving to "In Progress"
• Category breakdown -- Which types of requests are most common

Set up a Monday.com dashboard with these widgets for real-time operational visibility.

Can I export task data?

Yes. Monday.com supports data export in CSV and Excel formats. You can also use Monday.com's API or HiLucy's REST API to pull task data programmatically for custom reporting.

How do I see all tasks for a specific guest?

From the HiLucy admin dashboard, search for the guest by name or reservation ID. The guest's profile shows all associated service requests and their current statuses. On Monday.com, use the search or filter feature to find items by guest name.

Troubleshooting

Tasks are not syncing to Monday.com

1. Check that the Monday.com OAuth connection is active (see Monday.com Integration)
2. Verify the board ID in your settings matches your target board
3. Review the WordPress debug log for GraphQL errors

A guest reported a duplicate task

LucyAI includes duplicate detection that prevents the same category of request from being submitted twice within a short window. If duplicates still appear, it may be because the guest phrased the request differently or enough time passed between messages. You can void duplicate tasks on the Monday.com board.

Staff are not receiving task notifications

Ensure the staff member is assigned to the correct property in HiLucy settings and has notification preferences enabled in Monday.com. Board-level notification settings in Monday.com control whether assignees are alerted when items are created or updated.