> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cendra.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Issues & Task Management

> Cendra's Issues & Task Management system surfaces actionable tasks from guest conversations — reducing inbox noise and giving your team clear next steps instead of endless message threads.

Cendra's Issues & Task Management system surfaces actionable tasks from guest conversations — reducing inbox noise and giving your team clear next steps instead of endless message threads. Instead of scrolling through hundreds of messages to find what needs attention, Cendra extracts the work that matters and presents it as trackable issues.

<Info>**Quick link:** Open Dashboard in Cendra — [https://app.cendra.ai/dashboard](https://app.cendra.ai/dashboard)</Info>

## The Problem with Traditional Inboxes

Traditional guest messaging tools are **message-first** — your team sees a chronological list of conversations and has to figure out which ones need action. This creates cognitive overload:

* Hundreds of messages, most already handled by AI
* No clear way to see what's urgent vs. routine
* Important tasks buried in conversation threads
* No tracking of whether issues were resolved

## Cendra's Task-First Approach

Cendra flips the model. Instead of "here are your messages, figure it out," Cendra says "here are your tasks, take action":

| Traditional inbox                  | Cendra's approach                         |
| ---------------------------------- | ----------------------------------------- |
| Message list sorted by time        | Issues sorted by priority and status      |
| You scan messages to find problems | Cendra extracts issues automatically      |
| No tracking of resolution          | Issues have statuses and workflows        |
| AI handles messages silently       | AI surfaces what it can't handle as tasks |

## How Issues Are Created

Issues are created automatically when:

| Trigger                  | Example                                                 |
| ------------------------ | ------------------------------------------------------- |
| **AI escalation**        | AI can't answer a guest's question and needs human help |
| **Missing knowledge**    | Guest asked something not in the knowledge base         |
| **Guest complaint**      | AI detects negative sentiment or frustration            |
| **Maintenance request**  | Guest reports a property issue                          |
| **Tag-based escalation** | Message matches an urgent or high-priority tag          |
| **Manual creation**      | Team member creates an issue from a conversation        |

## Issue Workflow States

Each issue follows a clear workflow:

| State           | Description                                   |
| --------------- | --------------------------------------------- |
| **Open**        | Issue needs attention — action required       |
| **In Progress** | Someone is working on it                      |
| **Waiting**     | Waiting for guest response or external action |
| **Resolved**    | Issue has been handled and closed             |

## Next Action Mechanism

Every open issue has a clear **Next Action** — what specifically needs to happen next. This eliminates ambiguity:

* "Reply to guest about refund request" (not just "unread message")
* "Add WiFi password to knowledge base" (not just "missing info")
* "Contact maintenance about broken AC" (not just "complaint")

Your team always knows exactly what to do next without reading through conversation history.

## Issues on the Dashboard

The [Dashboard](/dashboard/overview) provides a real-time overview of all active issues:

* **Active issue count** — how many items need attention right now
* **Issue breakdown** — by type, property, and urgency
* **Escalation trends** — track whether issues are increasing or decreasing over time
* **Resolution metrics** — how quickly your team closes issues

## How Issues Reduce Noise

Cendra's AI handles 80%+ of guest messages automatically. The remaining messages that need human attention become issues. This means your team's task list is short, focused, and actionable — instead of a firehose of conversations.

**The result:**

* **Less time scanning messages** — issues tell you exactly what needs attention
* **Faster resolution** — clear next actions mean less deliberation
* **Nothing falls through the cracks** — every escalation becomes a tracked issue
* **Measurable performance** — track resolution time and issue volume over time

## Creating Issues Manually

While most issues are created automatically by AI escalations, your team can also create issues manually:

1. Open a conversation in the Inbox
2. Click **Create Issue**
3. Add a description and assign priority
4. The issue appears on the Dashboard for tracking