When something needs to leave the front desk and become tracked work, a guest complaint, a maintenance fault, a safety incident, HiLucy can put it on Monday.com instead of leaving it in someone's memory. A staff member raises the escalation from HiLucy's front-desk screen; HiLucy creates a Monday.com item with the title, category, severity and incident date, then posts the property, room, reporter and full description as an update on that item. Your team routes, assigns and closes it in Monday.com exactly as they do today. Two things worth being precise about: HiLucy writes to one board that you configure, not a different board per property or request type, and items are created when a staff member submits the escalation form, not automatically from guest chat. The connection is one-way, so status and assignment changes you make in Monday.com stay in Monday.com.
You connect HiLucy to Monday.com once and give it a board ID. From then on, every escalation your staff raise in HiLucy is created as an item on that board, with the detail attached as an update.
A front-desk escalation lands on your Monday.com board the moment it is submitted, instead of living in a shift note.
Map the column IDs once and each item arrives already tagged with its category, severity, incident date and a Not Started status, ready to triage.
Property, room, reporter and the complete description are posted as an update on the item, so whoever picks it up has the detail.
The same Monday.com connection powers the on-site feedback and bug-report widget, which files to its own separate board ID.
Exactly what moves between HiLucy and Monday.com, what triggers it, and what does not sync.
One-way — HiLucy pushes to Monday.com and reads nothing back
| Object | Direction | Trigger and latency | Not synced |
|---|---|---|---|
| Escalation item | HiLucy → Monday.com | When a staff member submits the front-desk escalation form | Guest chat messages never create items on their own |
| Category, severity, incident date | HiLucy → Monday.com | Set as column values on the new item | Only when you have mapped the matching column IDs |
| Property, room, reporter, description | HiLucy → Monday.com | Posted as an update on the item | Not written into board columns |
| Bug and feedback reports | HiLucy → Monday.com | When someone submits the on-site feedback widget | Files to a separate board ID, not the escalation board |
| Item status, assignment, comments | Not synced | — | Changes made in Monday.com are not read back into HiLucy |
Authorize HiLucy from Monday.com, then enter the board ID escalations should be created on.
Point HiLucy at your category, severity, status and date column IDs. Staff can then raise escalations from the front-desk screen and your team works them in Monday.com.
Monday.com is where your team runs the work. HiLucy gets front-desk escalations onto it without anyone re-typing them.
HiLucy creates items on Monday.com using an authorization you grant and can revoke. The connection is one-way into a board you nominate, and HiLucy does not read your other boards.
A staff member raises it from HiLucy's front-desk escalation screen with a title, category, severity, description, room and incident time. HiLucy creates one item on your configured board and posts the property, room, reporter and description as an update on it.
One board, which you set as a board ID in HiLucy’s settings. There is no per-property or per-request-type board mapping: every escalation is created on that same board. The on-site feedback and bug-report widget writes to its own separate board ID.
No. Items are created when a signed-in staff member submits the escalation form. Guest messages do not create Monday.com items on their own, so nothing reaches your board without a person deciding it should.
No. The connection is one-way. Once the item exists, status, assignment and comments live in Monday.com and are not read back into HiLucy or surfaced to the guest automatically.
Escalations from every property you run in HiLucy are created on the same configured board, and each item names the property and room in its update so you can filter and group by property in Monday.com. A separate board per property is not currently supported.
Yes. HiLucy creates the item and stops there. Routing, assignment, status and closure all stay in Monday.com exactly as your team runs them today.
AI Concierge for Hotels
Front desk automation, smart upsells, and 24/7 guest service for hotels and resorts.
WhatsApp Concierge
Guest conversations on the app they already have, no downloads, no friction.
AI for Vacation Rentals
Self check-in, local guides, and automated upsells for remote hosts and villas.
AI Guest Messaging
One unified inbox for WhatsApp, SMS, web chat, and email, with AI doing the routine work.
HiLucy vs Alternatives
How HiLucy compares to PMS add-ons, generic chatbots, and manual WhatsApp.
Pricing
Simple per-room pricing for hotels, flat pricing for hosts and villas.
Set up in minutes. No coding required. Your guests will never know the difference, except the service just got way faster.
Get Started