Guest Requests

A guest in their room writes "could I have an extra towel", "the air conditioning isn't working" or "can the room be cleaned". Mira notices, asks the guest to confirm and, once confirmed, drops the request onto the Guest Requests board on this page as a card. Your team assigns the card to a person, moves it across the columns as work progresses, and puts it in Completed when the job is done. Staff can also log requests by hand (for example a fault a cleaner spots in a room).

This feature works the same on the Basic and Pro plans; there is no plan-based limit. For Mira to recognise requests, you first need to turn on at least one type on the Request Types and Settings page.

What is on the screen#

Click Guest Requests in the left menu (the small number next to it is the number of open requests). From top to bottom, the page contains:

1. Two tab boxes: Board (the page you are on) and Request Types (Request Types and Settings).
2. A small GUEST REQUESTS label, the Guest Requests title and the description "Manage incoming operational requests for (your business name)."
3. A collapsible box titled + New Request (for staff to log a request by hand).
4. A five-column board: New, Assigned, In Progress, Waiting on Guest, Completed. Each column header shows the number of cards inside (the Completed column shows the 5 most recently completed requests, see below). An empty column shows —. On narrow screens the columns stack one under the other.
5. At the bottom, two collapsible sections: Older completed requests (N) and Cancelled Requests (N).

On desktop, there is an On this page menu to the left of the board: + New request, the five columns and the two sections at the bottom are listed there; click one and the page scrolls to it (Panel Overview).

If there are no requests at all, you see a box titled No guest requests yet instead of the board.

What the columns mean#

There are two more statuses, and neither appears as a column on the board:

• Awaiting Confirmation: Mira detected a request but the guest has not confirmed yet. These drafts never appear on the board; once the guest confirms, the card lands in the New column.
• Cancelled: listed in the Cancelled Requests section below.

What is on a card#

Each card carries this information:

• The request type (for example Housekeeping) and underneath the room: Room 308, or No room specified if no room was entered (this only happens for requests staff entered by hand without a room).
• At the top right, a 6-dot drag handle.
• The Description: the guest's original sentence (for example "water is leaking from the AC"). Mira does not replace it with her own summary. For requests logged by staff it is the text the staff member wrote. The card shows at most three lines; hover to see all of it.
• A priority badge: Low, Normal, High or Urgent.
• A source badge: AI Chat (Mira caught it) or Staff (Manual).
• The guest's name (Unnamed Guest if there is none), or No guest (staff request) for staff-logged requests. If the request came from a chat, a View Conversation link sits next to it.
• The date and time the request was opened.
• A notes box, if any: the notes in the request's history (in the form "who: "note""). For example, the AI creating the draft, the guest's confirmation, the question staff asked the guest and the guest's reply appear here. If you renamed your assistant, the note uses that name.
• At the bottom, two small forms: assignment (a person list + Assign) and status (a status list + Update).

Step by step: Handling a request Mira caught#

Example: in your 30-room hotel, the guest in room 308 scans the room's QR code and writes to Mira "water is leaking from the AC".

What happens on the guest side#

1. Detection. Mira looks for certain phrases in the message and ties the request to a type (the type list and sample phrases are below). If that type is Enabled on your Request Types page, she continues.
2. Finding the room. Mira only opens a request for a guest whose room is known. The room is known in one of two ways: the guest opened the chat with the QR code or room link in the room; or the same guest has a confirmed booking covering today (check-in ≤ today ≤ check-out) and staff assigned a physical unit to it. Pending or future bookings do not count. If the room is unknown, Mira does not open a request and replies: "I can only take room requests from guests currently staying with us. If you open this chat by scanning the QR code in your room or with the room link you were given, I can forward your request right away. You can also reach our reception directly:" Below it, contact buttons appear for the phone, WhatsApp and email you filled in under Business Info (no buttons if none are filled in).
3. Confirmation question. Mira does not create the record right away; she asks: "I can forward your request (308) to the Maintenance department. Shall I go ahead?" Under the message, Yes, please and Never mind buttons appear. The guest can also type a confirming word such as "yes" or "ok" by hand.
4. Confirmation. When the guest confirms, the card lands in the New column, and the guest sees the message "Your request has been received — Maintenance (308). Our team will take care of it shortly." and a green Your request has been logged — Maintenance (308) badge.
5. Backing out. The Never mind button only hides the buttons. If the guest does not confirm and writes something else, the draft quietly stays pending and never appears on the board.

What your team does#

1. Open or refresh the page. The card sits in the New column with the AI Chat badge.
2. From the assignment list at the bottom of the card, pick the right person and press Assign. The card automatically moves to the Assigned column and shows Assigned to: (person). The assigned person gets an email (see below).
3. When staff start the job, choose In Progress from the status list and press Update (or drag the card to the In Progress column).
4. When the job is finished, set it to Completed.

After every action the board scrolls smoothly to that column so you can see the card in its new place.

Finding out about new requests#

Step by step: Staff logging a request by hand#

For a job that has nothing to do with a guest and that you noticed yourself (for example the toilet in room 308 is leaking):

1. Click the + New Request box to open it. Inside you see the title New Request (Staff) and the text "Log something you noticed yourself, not tied to a specific guest (e.g. a room issue)."
2. Choose the type from the Request Type list (six types: Housekeeping, Maintenance, Guest Services, Food & Beverage, Concierge, Emergency). Required.
3. Choose the room from the Room (optional) list. Options are in the form "Room type name — unit number"; choose — Not specified — to leave it empty.
4. Choose a priority from the Priority list: Low, Normal (default), High, Urgent.
5. Write the job in the Description field (placeholder: "E.g. room 308's toilet is leaking"). Required; if you leave it empty, nothing is saved.
6. Press Create Request.

The card appears in the New column with the Staff (Manual) badge and the No guest (staff request) label. The notes say "Personel tarafından elle oluşturuldu." (Turkish for "Created manually by staff."). You can log a request of any type even if that type is not enabled on the Request Types page; that setting only controls whether Mira opens requests.

Card actions#

Assigning#

The assignment list has the — Unassigned — option and every user of your business who can sign in to the panel (shown by name or email). Pick a person and press Assign.

• If the request is in New, it automatically moves to Assigned.
• If it is in another status (for example In Progress), the status stays the same and only the assignee changes.
• If you assign to a genuinely new person, that person gets an email. Selecting the same person again or selecting — Unassigned — sends no email. Selecting — Unassigned — only removes the assignment; it does not roll back the card's status (for example it stays in Assigned and you change the status yourself).

The email sent to the assignee has a title in the form "New guest request assigned to you — Housekeeping" (in Turkish or English, following your business's default language). It contains the room, priority and request description and links to the panel. This email goes only to the assignee; they can turn it off with the Requests assigned to me switch under Settings → Notifications.

Updating the status#

The status list has New, Assigned, In Progress, Waiting on Guest, Completed and Cancelled. Select one and press Update. In the background the system records: the start time on the first move to In Progress, the completion time on the move to Completed, and, for each status change, who changed it, when, and to which status.

When you choose Waiting on Guest, an amber-bordered box opens in the card: What are you asking the guest? ("e.g. Which tap isn't working, bathroom or kitchen?"). The note under it reads: "This question appears in the guest's chat, and their reply is forwarded to you automatically." Writing this question is required; if it is empty, the warning "Write your question to the guest before setting status to "Waiting on Guest"." appears. This question-and-answer loop with the guest is described below.

Drag and drop#

Grab the 6-dot handle at the top right of the card and drop it on another column; the status becomes that column's status. A few notes:

• You can drag only by the handle, not by the rest of the card.
• The board updates instantly; if the server reports an error, the card returns to its old place and the warning "Could not move the request, please try again." appears.
• Dragging into the Waiting on Guest column skips the step of writing a question for the guest. If you want the guest to see a question, use the Status list inside the card.
• The board cannot cancel by dragging; use the status list for Cancelled.
• On touch screens (phone, tablet) drag and drop may not work. Do the same thing with the Status list on every card.

Cancelling and restoring#

When you choose Cancelled from the status list and press Update, the card leaves the board and moves to the Cancelled Requests (N) section at the bottom of the page. When you open the section, the cancelled requests are listed from newest to oldest, 10 per page (with ← Previous, page numbers and Next → at the bottom); each row shows "Request type — Room 308" and the description. If there are none, it says No cancelled requests. If you cancelled by mistake, the Restore (New) button in the row puts the request back to New.

Older completed requests#

Completed requests are not deleted. To keep the board from getting too long, the Completed column shows only the 5 most recent requests as cards (sorted by when the request was created, newest at the top). Older ones move to the Older completed requests (N) section below the board:

1. Click the section heading to open it. The number in brackets is the total number of requests in the section.
2. The requests are listed as plain rows, 10 per page: "Request type — Room 308", the description and the date it was opened.
3. Move between pages with ← Previous, the page numbers and Next → at the bottom. The section stays open when you change pages.
4. If a request needs to be handled again, press the Reopen button in its row; the request goes back to New and returns to the board. Users with the Staff role do not see this button.

Connection with the guest#

Room QR and link (optional but recommended)#

You can get a QR/link for every physical unit: on the Room Types page, open the relevant room type, expand the unit's row and press the Room Link & QR button. The Room Link window that opens has Copy Link and Download QR (PNG) options (Room Types). Print this QR on the room card or the door: when a guest scans it, the chat they open with Mira is automatically linked to that room, so they never need to type the room number. A badge such as Room 308 appears in the guest's chat header.

Even for a guest who does not use the QR, if staff assigned a physical unit to that same person's booking, Mira finds the room from there (Bookings).

The guest asks about their request#

If the guest writes "my requests", "what happened to my request" or "show my requests", Mira lists the open requests (at most 5; completed, cancelled and awaiting-confirmation ones are excluded) linked to this chat, the same room or the same guest. Each line shows the type, room, status ("Received", "Assigned to staff", "In progress", "Waiting on you") and the sentence the guest first wrote. If the guest has an open request, a badge "N open requests" appears at the top of their screen; tapping the badge opens the same list.

Asking the guest for information#

1. On the card, you set the status to Waiting on Guest and write your question.
2. When the guest opens the list by writing "show my requests" or tapping the badge, they see your question under the line with "↳" and read the note "You can write your reply to the question above right here — it will be forwarded to our team."
3. The guest's next message in the chat is saved as the answer: it appears in the card's notes as Guest: "…", the request automatically returns to In Progress, and the guest receives the message "Your reply has been received and forwarded to our team, thank you. Is there anything else I can help you with?"

Which phrases Mira treats as requests#

Mira recognises a request by certain phrases in the message. The list is fixed in the system and cannot be edited by the business. It includes Turkish, English, German and Russian phrases. A few examples:

If a message fits more than one type, the first match in this order is chosen: Emergency, Maintenance, Housekeeping, Food & Beverage, Concierge, Guest Services. For example, "extra towel" is a phrase for both Housekeeping and Guest Services; because Housekeeping comes first, that type is chosen.

Mira evaluates each message in this order: accommodation policies, facilities, extra services, guest requests, Knowledge Base. So if a question such as "is there air conditioning" is answered as a facility, no request is opened.

If the message fits a type but that type is not Enabled on Request Types (or no setting was ever saved), Mira does not open a request. She gives the guest an answer along the lines of "For the most accurate and up-to-date information, you can reach our team directly" together with contact options (Request Types and Settings).

What happens next#

• The card's history is kept (who changed it, when, and to which status). Entries with a note show inside the card; ordinary status transitions do not.
• There is no delete button; cards can be cancelled and brought back with Restore (New).
• If a room or guest record is deleted, the request is not deleted; only that link is cut.
• The priority of cards opened by the AI is always Normal. For requests logged by staff, the priority is chosen at entry. After a card is created, you cannot change its priority from the board.

Tips and common mistakes#

• Turn on Request Types first. If no type is enabled, Mira creates no requests at all. On the settings page every type is off by default.
• Put QR codes or room links in the rooms. Mira only takes requests from guests whose room is known. A guest who did not open the chat with a room QR/link and has no confirmed booking covering today with a unit assigned cannot leave a request; Mira directs them to reception. Put each unit's QR code or link on the room card, door or welcome booklet, or send the guest their room link at check-in (see "Room QR" above). The general Guest Link does not identify the room. To match by booking, remember to assign a unit to the confirmed booking under Bookings.
• Check the board at the start of each shift and during the day. Routine new requests only appear in the bell; no email is sent for them.
• Assign every request to someone. The assignee gets an email; unassigned cards stay in the New column and can be overlooked.
• Set Completed when the job is done. That also removes it from the guest's "my requests" list.
• Use Waiting on Guest from the list inside the card. If you do not write your question, the guest cannot see what is being asked.
• On a phone, use the Status list instead of drag and drop.
• Read the guest's reply on the card. The reply may not show in the chat behind the View Conversation link; the card's notes box is always correct.
• Panel language and guest language are separate. The panel can be Turkish or English; Mira talks to the guest in Turkish, English, German or Russian and writes the confirmation and status messages in the guest's language. Type names on the cards appear in your panel language.