Task Management helps you track, organise, and resolve issues reported by guests, as well as manage internal tasks across your properties.

Tasks are displayed on a visual board, allowing your team to track progress from creation through to completion.

Common uses include:

Tasks can be organised into different statuses, helping your team see what needs attention and what has already been completed.

Before guests can report issues through your guidebook, you'll need to enable both the AI Chatbot and the issue reporting feature.

This setting controls:

Once enabled, guests can report issues directly from the guidebook.

Guests can report issues directly from the guidebook when it is enabled. When enabled, guests have two ways to report an issue:
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Guests can use the Chatbot to report issues, ask questions, or request assistance during their stay.

If the Chatbot detects that the guest is reporting an issue, it may offer the option to report it. The guest will be asked to complete a short form.

Once submitted, a task is automatically created and sent to the Task Board for review.
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These tasks are automatically created in the Pending Approval column and are tagged as AI Bot.
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Guests can also select Report an Issue directly from the Chatbot without needing to start a conversation.

This will open a short form for the guest to complete.

Once submitted, a task is automatically created and sent to the Task Board for review.

These tasks are automatically created in the New column and are tagged as Guest.

The Task Board gives you a visual overview of all tasks across your properties.

Tasks are organised into status columns, allowing you to track progress from creation through to completion quickly.

As your team receives more tasks, filters can help you quickly find the information you need.

Search

Use the search bar to find tasks by keyword. For example:

The Task Board will automatically display matching tasks.

Destination

The Destination filter allows you to view tasks for a specific property.

Select a property from the dropdown menu to display only tasks associated with that destination.

To return to all tasks, select All Destinations.

​Filter by Task Type

The Task Type filter allows you to focus on a specific category of work. Available task types may include:

You can also create additional task types from the Tasks > Settings page.

For example:

To view every task regardless of category, select All Types.

💡 Tip: Filters can be combined. For example, you can view only Maintenance tasks for a specific property to quickly identify outstanding issues.

Tasks are displayed in a board view using status columns.

You can scroll horizontally to view additional statuses.

Fixed statuses such as Pending Approval, New, and Done cannot be moved or deleted.

Task statuses help you track progress and organise work.

By default, Task Management includes the following system statuses:

You can create additional custom statuses from Tasks > Settings to match your team's workflow. Examples include:

Custom statuses can be renamed, reordered, and removed as needed.

💡 Tip

While fixed statuses cannot be moved, custom statuses can be reordered from the Board Configuration screen.

Task Types help categorise and organise tasks across your properties.

You can create additional Task Types from Tasks > Settings.

Examples may include:

⚠️ Good to know

Assigning tasks to specific departments or team members is planned for a future update and is not currently available.

When a guest reports an issue through the AI Chatbot, a task is automatically created and placed in the Pending Approval column.

This allows your team to review the information before the task enters your active workflow.

The task details panel displays:

If additional details are required, you can click inside the Description field and add notes for your team. This can be useful for:

Use the Task Type dropdown to categorise the task. Available options include:

Selecting a task type helps organise work and makes tasks easier to manage.

Use the Priority dropdown to indicate how urgent the task is.

Available priorities include:

This helps your team quickly identify which tasks require immediate attention.

At the bottom of the task details panel, you'll find the Activity Timeline.

This provides a complete history of the task, including:

💡 Tip: Reviewing tasks before approving them helps ensure they are correctly categorised and prioritised before entering your workflow.

Once a task has been approved or created manually, it can be managed directly from the Task Board.

Tasks can be moved between columns by dragging and dropping them into the desired status.

This allows your team to update progress as work moves through your workflow easily.

You can open a task at any time and mark it as complete once the work has been finished.

Completed tasks are moved to the Done column.

You don't need to wait for a guest to report an issue.

To create a task manually:

This is useful for:

For example, if a guest calls to report a broken appliance instead of using the chatbot, you can manually create a task and track it through the board.

You don't need to keep the Task Board open to know when a guest has reported something. Touch Stay emails you as soon as a guest-reported task is created.

The notification goes to the email address registered on your Touch Stay account. It is sent to that address only — not to every team member, not to whoever created the task, and not to the guest. If no email address is set on the account, the notification is skipped.

The email then directs you to the Hub to review and action the task.

Currently, tasks created manually by team members are displayed as being created by Manager. At this time:

These enhancements are planned for future iterations.

Issues submitted through the AI Chatbot are placed in Pending Approval so you can review the AI-generated summary before processing the task.

Issues submitted through the Report an Issue option are placed directly into the New column.

Yes, for guest-reported and AI Chatbot tasks. An email is sent to your account email address as soon as the task is created. Tasks you create manually in the Hub don't trigger an email. See Email notifications for the full detail.

Yes. You can create custom statuses that match your workflow. Fixed statuses cannot be removed or reordered.

Not currently. Team assignment is planned for a future update, and notifications can't yet be routed to individual team members — new guest and AI Chatbot tasks are emailed to your account email address only.

No. The Report an Issue feature is currently only available when the AI Chatbot is enabled.

🤝 Need help?

Our Fin AI assistant is available 24/7 and typically responds in under 10 seconds. If Fin isn't able to solve your issue, our support team will take ownership of your case from there.

You can also reach out to our team at [email protected], and we'll be happy to help.