> ## Documentation Index
> Fetch the complete documentation index at: https://docs.trellistech.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Assign, escalate, or create a task

> Three ways to move a conversation to the right person — and what the receiver sees in each

## What this helps you do

Pick the right hand-off for a guest conversation so the work lands with the
right person, with the context they need, instead of dying in the gap between
owners.

## The three moves

| Move            | Use it when                                                                                | What the receiver gets                                                                                               |
| --------------- | ------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------- |
| **Assign**      | The conversation itself needs a different owner — it stays a conversation                  | The thread appears under their name with the full message history and the reservation and property context beside it |
| **Escalate**    | The conversation needs attention beyond normal ownership — judgment, authority, or urgency | An **Escalation** flags the thread for the configured **Recipients**, on top of whoever owns it                      |
| **Create task** | The guest needs something done in the real world — a repair, a delivery, a clean           | A task linked to the property and reservation, scheduled and assigned like any other operational work                |

## Assign a conversation

Assigning changes who owns the thread. The receiver sees everything you see —
the history, the reservation, the property — so an assignment needs no
separate summary. What it does need is a reason: a one-line note in the thread
telling the new owner what is outstanding turns a transfer into a hand-off.

## Escalate a conversation

**Escalate** raises the thread to the people configured as escalation
**Recipients**. Trellis agents also escalate on their own when a conversation
needs human attention — the thread shows an **Escalation** with the agent's
reasoning, and the suggested response waits for your review.

Escalating does not move ownership. The owner still owns the outcome; the
escalation adds eyes and authority.

## Turn it into a task

When the request needs work at the property, use **Create task** from the
conversation. The task carries the link back to the conversation, property,
and reservation, so the worker sees why the work exists and the conversation
owner can watch its progress. For what makes the task itself succeed, see
[Create a task that comes back done right](/guides/create-a-task).

## The follow-up habit

Whoever owns the conversation owns checking that the work happened. An
assignment, escalation, or task is a delegation, not an ending — the
conversation resolves when the guest's need is met and the record shows it.