Automatically create a task when a guest message contains a custom keyword or phrase

The problem
Guests often mention routine service needs in chat, like “I’m dropping off laundry at reception.” These messages aren’t problems, so AI issue detection doesn’t flag them. The Laundry question rule sends an auto reply, but no task is created. Our team has to catch every message manually, and drop-offs get missed. The guest gets their laundry back late, and we lose a paid service and risk a bad review.

Proposed solution
Let Hospitable create the task automatically inside its own Tasks system, with a two-stage flow:

Stage 1: Draft for approval

Host sets custom keywords or phrases (for example “laundry,” “drop off,” “washing”), ideally in more than one language
Host chooses which properties the rule applies to
When a guest message matches, Hospitable creates a draft task from a chosen template, with the guest message and reservation linked
The draft appears in a “Pending approval” list and notifies the host or manager
The host approves, edits, or dismisses it

Stage 2: Full task once approved
6. On approval, the draft becomes a full, live task in the normal Tasks list
7. It can then be assigned to a teammate (or auto-assigned based on the template), with a due date and time
8. The assignee gets notified, completes the task, and marks it done, just like any other Hospitable task

Why approval matters
Keyword matching can catch false positives, like “no laundry needed, thanks.” The approval step keeps the team’s task list clean while still making sure nothing gets missed.

Example
A guest writes: “I’ll leave a bag of laundry at the front desk at 10am.” Hospitable matches “laundry” and creates a “Laundry pickup” draft in Pending approval, with the message attached. The manager approves it, and it becomes a full task assigned to housekeeping, due same day. Housekeeping picks up the laundry and marks it complete. The guest gets the usual laundry auto reply.

Other uses
Extra towels, mid-stay cleaning, airport transfer requests, early check-in or late checkout requests, and small maintenance mentions (“the shower is a bit slow”).

Why it matters
Routine guest requests become tracked, assigned work inside Hospitable, with a human check before anything reaches the team. Fewer missed services, more paid add-ons actually delivered, and better reviews.