Under “Collaboration”, the hotel sets which notifications go automatically as a task to a user or to a team. This way, for example, every new request from a guest goes straight to the colleagues who handle it. The menu path is Settings › Collaboration.
Example: Assign new requests automatically to the reservation team
The team, here “Reservation”, has already been created, under “Teams” in the user management.
Open the page. Settings › Collaboration opens the page “Rules for task assignment” with the “Rules” tab. It has one row per type of notification.
Find the “Request” row.
Select the team. In the selection for the team, select “Reservation”. “Filter by name...” finds the team faster in a long list.
Select no user. In the selection for the user, select “Assign to no user”. The task then goes to the whole team.
Save. “Save” applies the rule. Afterwards, the word “saved” appears where “Save” was.
Result. When a new request comes in from a guest, ReGuest creates a task for its notification and assigns it to the “Reservation” team. The task appears in the Dashboard. When the notification is done, the task is done as well.
The pages in detail
Rules for task assignment
In the “Rules” tab, the page shows one rule per type of notification, 14 in total: “Request”, “Conversation Message”, “Conversation (not verified)”, “Reservation Request”, “New online payment”, “Credit Card Stored on Reservation”, “New Credit Card Information”, “Booked Services”, “Wish List Submission”, “Online Check-in”, “Check-out Payment”, “Post-stay Info Rating”, “PMS Hotel Interface” and “Error in processing a direct booking”. New types cannot be created.
Each rule has one selection for the user and one for the team. A rule can name a user and a team at the same time.
User: With “Assign to no user”, the task goes to no individual user, only to the rule's team; if the rule names no team either, no task is created. A user is available for selection if their account is active and “The user can be assigned tasks” is switched on in the “Options” tab of the user management. With “Last contact”, the task goes to the user the notification is addressed to. This applies only if that user is a user of the hotel. “Last contact” is missing for “Request”, “Wish List Submission”, “Post-stay Info Rating” and “Online Check-in”.
Team: With “Do not assign a team”, the task goes to no team, only to the rule's user; otherwise every active team is available for selection.
“Filter by name...”: the search field in the opened selection. It shows only the users or teams whose name contains the text entered.
Per guest journey phase: Only the rule for “Conversation Message” can be customised for individual phases. If a phase, such as “Pre stay”, is selected under “Customise for guest journey phase”, a new row with its own selection for user and team is added for it. Available for selection are “Recent interest”, “Offer”, “Pre stay”, “On stay”, “Post stay” and “Past interest”, each only as long as the phase does not yet have its own row. If a guest writes in a phase that has its own row, this row applies instead of the rule for all phases. The × with the note “Delete” removes the row of a phase.
Two switches apply to the whole page:
“Assign tasks only to the selected user if they are currently online”: If the user of a rule is not online at the moment, only the rule's team gets the task.
“Set conversations as read in task preview”: If a user opens the task for a conversation in the Dashboard, the notification counts as read for that user.
“Save” and “Cancel” appear only as long as there are unsaved changes. “Save” applies all changed, new and removed rows of the page at once, together with the “Set conversations as read in task preview” switch. “Cancel” discards all unsaved changes; a row removed with × then reappears.
If CRIS answers on its own for the hotel, the name and the selection under “Customise for guest journey phase” are greyed out for the rules for conversations. The row then shows the note “As CR:IS is answering autonomously in the current configuration, this rule is currently not applied.”
When a task is created: ReGuest creates a task only for notifications that come from a guest, belong to an external conversation or bring data from an interface, for example from the PMS or from an OTA import. CRIS itself never gets a task.
Prerequisites
‘Collaboration’ does not need a licence module of its own.
Access to ‘Collaboration’ is enabled for specific users through their role. Roles are managed by ReGuest support.
Frequently asked questions
Why is “Collaboration” missing from the “Settings” menu? Either the user's role does not enable access to “Collaboration”, or task assignment is not set up for the hotel. ReGuest support can tell you whether it is set up. Roles are managed by ReGuest support.
Why is a colleague missing from the selection for the user? Their account is deactivated, or in their account, “The user can be assigned tasks” is not switched on in the “Options” tab. Both can be changed in the user management: “Activate user” makes a deactivated account usable again, and in the “Options” tab, “The user can be assigned tasks” can be switched on.
Why was a task not assigned? The rule names neither a user nor a team. Or “Assign tasks only to the selected user if they are currently online” is switched on, the rule's user was not online, and the rule names no team. In addition, a task is created only if the notification comes from a guest, from an external conversation or from an interface. The rule can be checked and changed on the page “Rules for task assignment” under Settings › Collaboration.
Can a rule be created for another type of notification? No. The 14 types are fixed.
Why is “Last contact” missing for the “Request” rule? For “Request”, “Wish List Submission”, “Post-stay Info Rating” and “Online Check-in”, the page does not offer it. For these rules, a user or a team can be selected.
As of: 2026-10-27.