Two tabs. Open is the to-do; Closed is the archive. Goal: zero Open by the end of every shift.
What "handled" looks like
Card | What you do |
Completed-by-AI reservation that looks correct | Click Close. Done. |
Caller hung up mid-reservation | Quick text to follow up. Then close. |
Complaint | Internal comment for the manager. Close once assigned. |
Lost item | Check the venue, reply to the guest. Close. |
Group request | Reply with availability or transfer to events team. Close once handed off. |
"Disconnected after hello" ghost call | Close it. No follow-up needed. |
The goal isn't speed — it's that nothing the AI flagged slips through.
Why this matters
A growing pile of Open cards becomes a wall. Then nobody opens the iPad. Then guests don't get replies. The discipline of "zero Open by close" is what keeps the system honest.
Most shifts will have 5–20 cards to handle. A 30-second decision per card. ~10 minutes of work, total. Spread across the shift.
When to open the Inbox
Start of shift (or 30 minutes before): scan the overnight cards. Reply to anything urgent.
Mid-shift, between rushes: quick scan. Close the obvious ones.
End of shift: clear to zero. Hand off anything urgent in the team comment.
The team comment as a hand-off
If you're closing out a shift and there's a card the next shift should be aware of, drop an internal comment:
"Manager to call this guest back tomorrow re: complaint. Already replied saying we'd follow up."
The next shift sees the comment when they pick up the card.
What "closed" doesn't mean
Closed doesn't mean the guest is happy. It means your team is done with the AI's prompt.
A complaint can be closed in the Inbox while still being a live customer-service issue elsewhere.
Re-opening is one click if needed.
Closed isn't deleted. Everything stays searchable forever. Closed just means out of the active queue.