The Service role is for the people who talk to guests. It opens the Unified Inbox, Tasks, the Guests list, Reservations, and the Guest App, and it stops short of Campaigns, so a front desk operator cannot send a broadcast to your whole database by accident.
It is the role most of your team should have. See Operator roles for how it compares to the other two.
Who it is for
Front desk and reception staff answering guest messages across WhatsApp, email, SMS, and the website widget.
Anyone working a task list, such as tracking who has checked in and who has not arrived yet.
Duty managers who need to see what is happening today without needing to configure anything.
Housekeeping or F&B leads at properties where those teams answer guest requests directly.
What it reaches
Unified Inbox. Read and reply to guest conversations from every connected channel, in one thread per guest. Assign a conversation to another operator or to a team, and archive, solve, snooze, or mark it as spam. Insert existing quick replies by typing / in the reply box.
Tasks. Create, assign, and complete guest-related tasks.
Guests. The Guests list inside Profiles, so an operator can look someone up mid-conversation and see their history.
Reservations. Booking details for the properties the operator has access to.
Guest App. The guest-facing app experience.
What this does not do
No Campaigns. Service operators cannot create, edit, or send campaigns, and cannot see campaign results. That needs the Marketing role, which can be added alongside this one. See Combining roles.
No Audiences or Lists. The Guests part of Profiles is reachable, but building an audience or a list is Marketing work.
No manual guest import. Importing guests from a file is Admin only.
No settings, integrations, or operator management. A Service operator cannot invite colleagues or change anyone's access, including their own.
No Inbox configuration. The limit is Inbox settings, not the Inbox. Teams, routing rules, Automations, quick replies, and signatures are all set there, and those sections are hidden from non-admins. A Service operator can use the quick replies that already exist but cannot create or edit them.
The role does not limit properties. A Service operator sees every property on their Accessible Apps list. See Accessible Apps.
What to do next
If someone with this role reports a section missing, check their Accessible Apps before assuming it is the role. Property access and section access fail in ways that look identical from the outside.
Getting help
Open Help at the bottom of the left menu and choose Talk to Us, or email support@bookboost.io.