Today we launched an improvement to the Tailwind inbox that sorts conversations by those that are considered to be the most important. The goal of this improvement is to make sure that truly crucial conversations do not slip through the cracks.
For us to be able to know which conversations are the most important, we are analyzing multiple parameters such as:
- Sentiment of the guest
- Emergency detection
- Check in status/date
- Check out status/date
- Cost of the booking
- Reservation requests
- Multiple messages sent from the guest w/o a response from an agent
- Amount of time since the guest messaged w/o a response from an agent
Then, when agents pick up the conversation they see a brief summary of priority tags so that they have an idea of important pieces of information that were found and used to prioritize the conversation.