Flows.
The Flows Builder — what a template is, how input, action and output fit together, and how the 16 shipped flows are put to work.
What a flow is
A flow is a piece of work that runs when something happens, without anyone having to remember to start it. Something arrives — a guest message, a date, an issue filed by housekeeping. An agent does something with it: reads it, matches it, looks something up, drafts something. Then something lands where a person can act on it: a task, a briefing, a reply waiting for approval, a flag.
Input, action, output. Every flow reduces to that, and a flow whose output nobody sees is a flow nobody will trust.
| Field | meaning | examples |
|---|---|---|
| Input | What starts a run | An inbound guest message; a date relative to arrival or check-out; an issue filed to a department; the turn of the month |
| Action | What an agent does with it | Match the sender to a guest; read a task and its context; look up a procedure or an equipment manual; compare a figure against the prior period; draft a reply or a rota |
| Output | Where it lands | A task routed to a department; a briefing before a shift; a reply held for approval; a note on a guest profile; a flag raised to a manager |
The Flows Builder
Where flows are assembled, scoped and watched.
The 16 templates that ship with the product. A template is a working flow with its steps already wired, so what you set is the scope and the routing, not the logic.
Nodes in order: what starts the flow, what each agent step does, what comes out. Open a node to change where it routes, when it fires, and who has to approve it.
Every execution with its result, and the trace of what the agent read to get there. A flow that quietly stopped firing three weeks ago is visible here and nowhere else.
Steps that stop and wait for a human queue up for the department that owns them. Nothing downstream of an approval runs until someone acts on it.
Four templates, read end to end
Four of the sixteen, one group at a time. The vocabulary is the same in all of them.
- Input. A guest messages the property: they are arriving for their wedding anniversary.
- Action. GEX matches the number to a guest and establishes three things at once — there is a current reservation, the sentiment is positive, and the intent is room decoration.
- Action. A task is proposed, routed to room service.
- Output. The guest profile picks up what was learned: anniversary, positive, open to an upgrade.
Nobody had to notice the message. A person still accepts the task and sends the reply.
Scoping a flow
A flow is enabled per property. The same template runs at Marina Bay Hotel and at Riyadh Central with different routing, because the departments are not identical and the person who approves is not the same person.
Three things to set on every flow you turn on:
- The properties it runs at. Start with one. A flow that misroutes at four properties is four conversations.
- Where each output goes. A proposed task with no department is a task nobody owns.
- Who approves, and what they are approving. If the approver is a role rather than a person, make sure that role is actually on shift when the flow fires.
What a flow will not do
- Send anything to a guest past an approval step without a person acting on it.
- Act at a property it was not enabled for.
- Answer from anything but your own record and the knowledge bases in scope.
- Publish a schedule. A rota that a flow drafted is still a draft.
Watching flows after the first week
Turning a flow on is the easy half. The failure mode is a flow that runs for a month and produces work nobody actions, or one that stopped firing and nobody noticed because nothing arrived.
Read the run history at the end of the first week and again at the end of the first month, and ask two questions: did it run when you expected, and did a person do something with what came out. A flow whose tasks are all still open is telling you something about the routing, not about the staff.
Where to go next
- Knowledge bases — what a flow is allowed to cite.
- Shifts and tasks — where most flow outputs land.
- Smart Inbox and guest profiles — the guest-facing half.