Tasks

Task Notifications

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When a task is created or its state changes in a way that needs operator attention, the platform sends an interactive WhatsApp notification to the assignee. The teammate replies with a button tap — accept, snooze, mark done, reassign — and the task state updates without anyone opening the dashboard.

WA Communication — notifications thread

Where the notifications go

Audience Triggered by
Host (assigned to the property) New task created, auto-resolve blocked, guest dispute
Cleaner (assigned to the property) Cleaning scheduled, cleaning overdue, photo requested
Admin (you) High-priority escalations, auto-resolve blocked when no specific role can handle it

What an interactive notification looks like

A typical task notification (WhatsApp template task_notification_v2):

*New task: Send Check-in*
Reservation: Castle&River Luxe-Vydrica · Johanna
Due: 18/05/2026 19:00

[Send now] [Snooze 1h] [Reassign]

Tapping a button:

  • Send now → fires the action, marks the task done.
  • Snooze 1h → updates dueDateTime, sends a re-notification at the new time.
  • Reassign → opens a follow-up flow that asks who to reassign to.

The 24h WhatsApp window

Meta only lets us send free-text messages to a number that messaged us in the last 24 hours. Outside that window we must use a pre-approved template.

The platform handles this transparently:

  • Window open (recent inbound from the assignee) → send the rich, interactive template OR free-text where appropriate.
  • Window closed → fall back to the task_resolved / task_notification_v2 approved template.

If neither is possible (no number, opted out, Meta returned an error), the platform logs to app_errors and you'll see the failure in Admin → Activity Log.

Notification flood prevention

Photo uploads and other bulk events are deduplicated, so one operator action produces one notification. If you ever see a notification flood:

  1. Note the trigger event (what did you do that produced N+ messages?).
  2. Check Admin → Activity Log for the source.
  3. File a bug with the notifications and severity:high labels.

Admin chat visibility on /v28/wa-comm

Admin-uploaded photos and admin chat messages appear inline on /v28/wa-comm, in the same thread as guest messages, with an ADMIN tag.

Delivery on a closed WhatsApp window

When a free-text send hits a closed 24h window, the platform automatically falls back to a template-based send — a closed window never silently drops a message.

If you ever see a task marked done but the guest insists they got no message, check:

  1. Activity Log for the task ID → was the send recorded with templateUsed: true?
  2. Webhook Logs for the /messages send → did Meta return 200 and a messages[] array?

If both look fine but the guest still has nothing, escalate — the issue is downstream of our integration.

Source: the luxury.host operator manual.