Morning Checklist

This checklist must be completed within the first 15 minutes of every shift. Completing it ensures you are aware of all active issues and ready to handle incoming requests.

System Check (2 minutes)

[ ] Log into the Otesse dashboard
[ ] Verify your phone system is connected and audio is clear
[ ] Check that your headset microphone is working (test call to voicemail)
[ ] Confirm your status is set to "Available" in the dashboard
[ ] Open the CRM calendar in a separate tab

Queue Review (5 minutes)

Unresolved from Previous Shift

Check the Handoff Notes from the previous VA (pinned message in the team channel)
Open any flagged tickets or follow-ups
Note customers who were promised a callback
Prioritize callbacks — customers waiting longest go first

Today's Schedule

Open the calendar for today
Review all bookings scheduled for the day:

Note any bookings flagged with special instructions
Check for bookings in new zones (unfamiliar areas need extra attention)
Identify VIP customers with upcoming services

Review any pending rescheduling requests

Unassigned Bookings

Check the Unassigned queue in the dispatcher view
For each unassigned booking:

Check if crew is now available (schedule changes overnight)
Attempt auto-assignment
Flag to the operations manager if still unresolvable

Communication Check (3 minutes)

[ ] Read all team channel messages since your last shift
[ ] Check email for any customer replies or escalations
[ ] Review the daily briefing note from management (if posted)
[ ] Note any system maintenance or known issues

Priority Framework

Throughout your shift, handle issues in this priority order:

Priority	Type	Response Time
P1 — Urgent	Active service issue, crew no-show, safety concern	Immediate
P2 — High	Same-day booking change, payment failure, complaint	Within 15 min
P3 — Normal	Scheduling request, general inquiry, follow-up	Within 1 hour
P4 — Low	Feedback, feature request, non-urgent update	Within 4 hours

Ready Confirmation

Once the checklist is complete:

Post "Shift started, all clear" in the team channel (or note any issues found)
Begin handling the queue starting with P1 items