Staff Management

Staff Management Overview

Manage your team through the Team section in your dashboard. Set individual working hours, assign staff to services, and configure AI escalation policies.

Adding Team Members

Creating New Staff

Click "New Team Member" and enter:

• Required: First name, last name, email, phone, role
• Roles: Staff (service providers), Manager (supervisors), Admin (full access)
• Optional: Contact preferences, location information

Team Member Roles

Staff: Assigned to specific services and determine booking availability Manager: Handle escalations and supervise operations Admin: Full system access for account management

Setting Working Hours

Configuring Staff Availability

1. Click any team member to open their profile
2. Scroll to "Working Hours" section
3. Set daily schedules with timezone support

Features:

• Different hours for each day
• Split shifts (morning/afternoon with breaks)
• Closed days (leave blank)
• Automatic timezone handling

Impact: Staff working hours directly control when customers can book services assigned to that staff member.

Staff-Service Assignments

Assigning Staff to Services

When using "Staff" capacity mode for a service:

1. Go to Listings → Select Service → Edit
2. Choose "Staff" capacity mode
3. Select qualified team members
4. Must assign at least one staff member

How It Works:

• Only assigned staff determine booking availability
• Each staff member handles one booking at a time
• Customer booking slots depend on assigned staff schedules

Assignment Strategy

Multiple Staff Benefits:

• Coverage when primary staff unavailable
• Increased booking capacity
• Better schedule flexibility

Best Practices:

• Assign based on skills and experience
• Balance workload across team members
• Include backup staff for critical services

Supervisor Assignment & AI Escalation

Setting Up Supervisors

1. Navigate to Listings → Select Listing → Settings
2. Find "Team & Contact" or "Supervisor" section
3. Select team member with Manager role
4. Save assignment

Configuring Escalation Policies

Access: Listings → Settings → Supervisor → "Escalation Policy"

Define when AI should escalate to supervisor:

Example Escalation Triggers:

Escalate to supervisor when:

1. Customer requests manager
2. Group size exceeds 25 people
3. Complaints or service issues
4. Special accommodations needed
5. Payment disputes over $100
6. Safety concerns or emergencies

How Escalation Works

1. AI detects escalation trigger during conversation
2. Compiles conversation history and context
3. Notifies assigned supervisor immediately
4. Seamless handoff from AI to human manager

Staff Availability & Booking Integration

Real-Time Availability

Staff working hours automatically:

• Block unavailable time slots in calendar views
• Determine service capacity for bookings
• Show grayed-out non-bookable times to customers
• Update immediately when schedules change

Calendar Integration

Working hours integrate with:

• Week and day calendar views
• Customer booking availability
• Automatic conflict detection
• Staff scheduling coordination

Troubleshooting

Staff not showing as available:

• Check working hours configuration
• Verify timezone settings
• Ensure staff is assigned to the service

Service shows no available staff:

• Confirm at least one staff member is assigned
• Check assigned staff working hours
• Review staff availability during booking time

Supervisor not receiving escalations:

• Verify supervisor assignment to listing
• Check supervisor contact information
• Review escalation policy triggers

Best Practices

Working Hours:

• Set realistic schedules matching actual availability
• Include buffer time for setup/cleanup
• Update schedules for holidays and special events

Service Assignments:

• Match staff skills to service requirements
• Cross-train staff for flexibility
• Maintain backup coverage for key services

Escalation Policies:

• Be specific with triggers and scenarios
• Include response timeframes
• Test policies with sample situations
• Update based on experience

What's Next?

• Calendar Management - Configure booking windows and business hours
• Customer Management - Access customer history during service delivery