Send front-desk escalations to Monday.com as tracked items
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.
How HiLucy connects to 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.
- Connect Monday.com once from HiLucy's settings, then enter the board ID escalations should be created on.
- Optionally map your category, severity, status and date column IDs so those fields are set on the item.
- Escalations are raised by staff from HiLucy's front-desk screen; each submission creates a single Monday.com item.
- Property, room, reporter and the full description are posted as an update on the item, so no context is lost.
What you get once connected
Escalations become tracked items
A front-desk escalation lands on your Monday.com board the moment it is submitted, instead of living in a shift note.
Category, severity and date set for you
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.
Full context attached
Property, room, reporter and the complete description are posted as an update on the item, so whoever picks it up has the detail.
Product feedback too
The same Monday.com connection powers the on-site feedback and bug-report widget, which files to its own separate board ID.
Integration depth
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 |
Setup in two steps
Connect Monday.com and set the board
Authorize HiLucy from Monday.com, then enter the board ID escalations should be created on.
Map your columns, then go live
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 + HiLucy vs Monday.com alone
Monday.com is where your team runs the work. HiLucy gets front-desk escalations onto it without anyone re-typing them.
With Monday.com + HiLucy
- Escalations arrive as items with category, severity and full context
- The reporter, property and room are captured automatically
- Front desk raises it without leaving HiLucy
- Product feedback files to Monday.com from the same connection
Monday.com alone
- ·Staff open Monday.com and type the incident up by hand
- ·Attribution depends on whoever writes the item remembering it
- ·Staff switch tools mid-shift to log the issue
- ·Feedback is collected somewhere else again
Security & data
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.
- You authorize the connection and set the single board ID HiLucy writes to.
- Monday.com remains your system of record for routing, assignment and status.
- Only escalation detail is written, guest payment data stays in Stripe.
Frequently asked questions
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.
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