Controller is your daily operations feed, giving you real-time visibility into exactly what needs attention and what to do about it. Instead of hunting across tasks and notifications, you'll see alerts requiring your attention in one place, each paired with a recommended next action.
Accessing Controller
Controller is your new dashboard or you can access it by clicking on the Breezeway logo in the top left corner of the navigation bar. Administrator and Supervisor roles will have the ability to view and take action in Controller.
Triggers
Controller evaluates 10 trigger conditions and surfaces only the alerts that require human intervention. Those triggers are:
Unassigned task due in X hours
All assignees declined/ All assignees offer expired
Default assignee unavailable at auto-assignment
Admin marks an assignee as unavailable or user changes availability to unavailable on a given day
Cleaning/ Inspection/ Maintenance task scheduled before or on check-in AND not started before check-in
Task not claimed — offers pending
Task Time exceeded by 24 hours
Guest reported issue (any priority) via Messaging & Guide, or set by user on task as Guest reported
Urgent task/issue created
Task escalated
Controller Feed
Controller's feed allows you to quickly review issues that need attention and take quick action. This section will walk you through the features within Controller.
At a glance
This is an AI summary of top issues that require attention. You'll also have the opportunity to provide feedback on the summary, whether it was helpful or not.
If the summary was not helpful and you select the thumbs down, you will be taken to another screen where you can provide additional information as to why it wasn't helpful. This will help better understand what information is beneficial in the summary.
Alerts
The alerts are categorized into 5 buckets, and each bucket will show the number of alerts within each bucket. You can click on any bucket to see only the tasks assigned to that bucket.
All: This includes all current alerts.
Assignment Issues: This can include:
Default Assignee is unavailable.
Task was declined or offer expired.
All current assignees become unavailable for the task's start date.
Task offer is pending and no accepted assignees, and the due date falls in the lead time window.
Task has no assignees at all, and the due date falls in the lead time window.
Urgent: This includes:
Task's priority is set to Urgent.
Task's priority was edited from non-urgent to Urgent.
Guest Reported: Guest reported issues via Messaging or Guide.
Task is flagged as a reported issue and was originally requested by a guest.
At Risk: This includes:
Task is tied to a reservation, hasn't been started, and the guest's check in time within the configured lead time.
Task is in progress and the time tracked exceeds 24 hours.
Actions
Recommended actions are divided into 3 groups:
Task Assignment Alerts: The first goal is to make sure an available, right-fit assignee is on every task. When clicking on the alert, the action will show recommended assignees for the selected task, allowing you to select and assign the appropriate person(s). Alerts are triggered when:
An unassigned task is due soon ("soon" timeframe is configurable under
General Settings).
All offers on a task are declined or expired.
The default or assigned person marks themselves unavailable.
Touch Base: The goal is to help you follow up when a task needs a nudge. This action is used in instances where an update may be needed from the assignee. Alerts are triggered when:
A task hasn't started ahead of check-in (timeframe is configurable under
General Settings).
Offers are pending with no response (timeframe is configurable under
General Settings).
A task exceeds 24 hours.
When selecting the Comment button, the task flyout will appear and it will @ mention the assignee and generate a comment. This can be edited as needed.
Task Level Alerts: Our goal here is to route you straight to lower-confidence situations that need a closer look by a human. Clicking on the task will open the task flyout, where you can take action. Behind the scenes, a learning pipeline is capturing actions to make better recommendations in the future. An alert is triggered when:
A guest reports an issue.
A task is marked urgent.
A task is escalated.
Marked as Resolved
Sometimes an alert gets resolved outside of Breezeway, like a phone call with
the assignee or someone already heading to the property. Every alert includes
a Mark as Resolved option so you can clear it manually. Resolved alerts are logged in the activity log so you can see what's been handled and by whom.
Activity Log
The Activity Log is a record of alerts that were manually marked as resolved, so
you can see what's been handled and by whom. The Activity Log will persist the last 7 days of manually resolved alerts. Each log will contain the user who marked the alert as resolved, the task template and property of the alert, and the alert that was shown.
Alerts Beyond Controller
You don't have to be on the Controller page to know something needs
attention.
Task Flyout: If a task has an open Controller alert, you'll see it directly on that task's flyout no matter where you're working in Breezeway (the schedule page, All Tasks, etc.) and you can mark it resolved right from there.
Notification Bar: A persistent bar in your in-app notifications shows how
many action alerts you have, with a link straight to Controller.
Configuring Alerts
We know you only want to see what matters most, so Controller gives you two
levels of control. We recommend completing this step first to ensure you only
see relevant alerts.
Alert preferences Admins & Supervisors): Tailor which alerts you see by
department and by property. For example, if you only supervise Cleaning at a
specific group of properties, you can scope your alerts to just that.
Time-based thresholds (Admins only): For the three time-sensitive alerts
below, admins can set exactly how much lead time triggers the alert, from
General Settings:
Task not started before check-in
Unassigned task due soon
Task not claimed, all offers pending
Navigate to your initials/avatar -> Settings -> General. Under Task alerts, you can adjust time-based thresholds. This will apply to all Controller users.
