The Tailwind platform only displays messages that arrive during defined operational hours. Currently, there are no buffers or grace periods before or after the shift window. This means any messages received outside of the set hours will not appear in the Tailwind team’s inbox and will not trigger notifications to our agents.
Key Scenarios & Rules
Scenario A: Message Received Before Start of Operation
Example: Operation starts at 5:00 PM.
A guest sends a message at 4:30 PM.
If this message is not responded to by the customer before 5:00 PM, Tailwind agents will not see or respond to this message once their shift begins.
However, if the guest sends a follow-up message after 5:00 PM, both the original and the new message will become visible to the agent, and the agent can reply to both.
Note: The system reveals all past context once a new message is sent during operational hours.
Scenario B: Message Received After End of Operation
Example: Operation ends at 9:00 AM.
At 8:58 AM, the Tailwind team is responding to a guest.
If the guest replies after 9:00 AM, that message will not appear in the Tailwind inbox, and our agents will not be notified.
Responsibility for responding to such messages will fall to the customer or their internal team.
Customer Responsibility
Customers are encouraged to:
Review message logs at the start and end of each shift.
Manually monitor guest communication close to handoff times.