Feature
Everything that went through the centre's WhatsApp, searchable and counted
Monday, 9:15. The director wants to know who asked about the laundry cycles last week and how many tickets were closed on time in the last 30 days. She types "ciclos" into the conversation search and the message appears, even though it was written in capitals or without the accent. She opens the centre's metrics and sees deadlines met, acceptance and closing times and the month's categories, each figure with its formula underneath. Nobody had to note any of it down: it is in the dashboard because it went through the WhatsApp.
What management asks for, and where it finds it
| What management or the team asks for | What the dashboard does |
|---|---|
| "Who asked about the laundry cycles?" | It searches every message in the centre regardless of accents or capitals, from 3 letters, and shows up to 60 messages: three per conversation and "and N more" |
| "Are we meeting the maintenance deadlines?" | The centre's metrics for the last 30 days: deadlines met, average time to accept and to close, the satisfaction survey, the month's categories and daily volume, with the formula under each figure |
| "Is any resident fading away?" | Residents' metrics: five of the centre's questions answered from what already exists, with no scores or rankings of people |
| "How much work does this take off our hands?" | Hours saved, as a range: it counts the occurrences one by one and multiplies them by a scale of minutes written on the screen. Work done by hand does not count |
| "The resident in 312 wants her data erased" | The right to erasure from her record: it deletes what is hers, anonymises her tickets, keeps a record and, if a step fails, stops and says so |
| "Our maintenance technician is off tomorrow" | The absence is declared with a stand-in, and during those dates the alerts for their post go to that person |
| "What happened today?" | An email at 22:00 with the day: messages received, people attended to, those that arrived at night, languages, tickets opened and closed and enquiries about places. On Sundays, the weekly one too; on the last day of the month, the monthly one |
Conversations, search and replying by hand
Everyone who writes to the number has their conversation in the dashboard, with what they wrote, what Bedel answered, what the team wrote and the transcribed voice notes. The search looks through every message in the centre, not only the last one in each chat, so a question from two weeks ago is found with a single word.
- Regardless of accents and capitals: "calefaccion" finds "Calefacción".
- From 3 letters, so that "de" or "la" do not bring back half the history, and up to 60 messages per search.
- You can reply from the conversation; if more than 24 hours have passed since their last message, the dashboard says so before sending instead of letting it get lost.
- Replying by hand keeps the AI aside while the team is writing. Pausing it on purpose in a chat does not expire on its own, and the dashboard marks it in red with how long it has been on.
Metrics that come from counting
Every figure in the dashboard comes from counting the centre's own rows, and the formula is written underneath so that management knows what it is looking at. There are three screens, depending on the plan: the centre's, the residents' and the team's. They are opened for the same thing, seeing how the house is doing, which is why they sit together.
- The centre: the share of messages resolved without a person, deadlines met, average acceptance and closing times, the satisfaction survey, the month's categories, daily volume and languages.
- Residents: no scores or rankings of people, nothing from the content of messages or about health, and nobody who has exercised their right to restriction or objection.
- The weekly activity clock covers the whole centre, never one person: it is for deciding at what time someone needs to be on duty.
- Team performance: tickets resolved, deadlines met, reopenings, first-time fixes, current load, times and each worker's rating.
Hours saved: the method, on show
It is the only screen that estimates, so it does it in a way that can be argued with. Occurrences are counted one by one on the centre's rows; the minutes per occurrence are shown alongside, as a range; the result comes out as a range, never a single figure; and when in doubt, the scale takes the lower number. It is compared with the previous month, which is what shows where things are heading.
- Each line says what it counts and links to the rows it counts: messages answered, tickets, deadline reminders, closures, dining hall, parcels, absences, bookings, announcements, events, places, families and escalations.
- The first line is answering; the others are the handling that comes afterwards, so that nothing is counted twice.
- What the team entered by hand in the dashboard does not count as saved.
- Coordinated emergencies, reports through the confidential channel and the languages attended to are listed separately, with no hours.
The team: org chart, shifts, absences and quiet hours
The org chart is not a drawing: it is what the AI reads to decide which post each thing goes to, and what the system uses to know which phone to write to. From the dashboard you maintain the posts, the people in each and their hours, and you see what the system assigned on its own. How all of that is used, in escalation to people.
- Shifts and on-call duty by day and hour, and absences with a stand-in.
- The delegations view shows which tickets the system assigned on its own, to whom and why: by priority, by an overdue deadline, by a post with nobody in it or by a reopening.
- Quiet hours (the stacking mode) set when what can wait does not ring, per post and with the closed days the centre accepts.
- Each dashboard user has each section hidden, read-only or with permission to manage. Reading reports is kept separate from sending announcements.
The right to erasure and the other rights
Erasure is carried out from the person's record. It deletes what is theirs: conversations and messages (found by their record and by their phone number), dining hall, cleaning, allergens, parcels, presence, family contacts, ratings, announcement deliveries and the photos of their faults. It keeps a record of what was deleted and when. The framework, in GDPR.
- Tickets are anonymised, not deleted: the link to the person is removed and their name and phone number are struck out of the text, because they are the building's history.
- If a step does not go through, it stops, does not delete the record so as not to leave orphaned data, and says what failed.
- Access and portability: the file of a single person in a structured format, never a dump of the whole centre.
- Rectification with the before and the after; restriction, where their data is kept but the assistant stops working with them except in an emergency; and objection, which stops notices, surveys and broadcasts reaching them.
What it does not do, said before the demo
- There is no multi-centre view: each account is one centre, with its data kept apart.
- It does not run a verification pass after erasure: it returns the counts of what it deleted and anonymised.
- It does not touch backups: erasure acts on the live data.
- It does not score or rank residents: where there is a list of people, it is because there is something to do with each of them today.
- It estimates nothing in the summary email: its figures come from counting, with no hours or percentages.
Frequently asked questions
Can I see several centres in the same dashboard?
No. In Bedel one account is one centre: its conversations, team, metrics and personal data live apart from any other's. Whoever runs more than one house has one account for each. There is no group view adding several centres together.
Where do the hours saved come from?
From counting the centre's own rows, one by one, and multiplying them by a scale of minutes written next to each line, as a range. The result comes out as a range too. What the team did by hand does not count, nothing is counted twice, and emergencies, reports and languages are listed separately, with no hours.
Can the residents' metrics be used to watch someone?
They are built so that they cannot. There are no scores or rankings of people, neither the content of messages nor anything about health is looked at, and anyone who has exercised their right to restriction or objection is left out of every count. Where a person appears, it is because there is something to do with them today, such as calling them or handing over their parcel.
How is an erasure request handled?
From the person's record. The system deletes their conversations, dining hall, allergens, parcels, presence, family and fault photos, anonymises their tickets and keeps a record. If a step fails, it stops and says so. There are two things it does not do: it does not go back afterwards to check everything was deleted, it returns counts, and it does not touch backups.
Which reports arrive by email?
Every night at 22:00 the account's email receives the day's summary: messages received, people attended to, those that arrived between 22:00 and 8:00, languages, tickets opened and resolved and enquiries about places. On Sundays, the weekly one as well, and on the last day of the month, the monthly one. All of it comes from counting, with no estimates.
Can a member of staff see only part of the dashboard?
Yes. Each section is given to each user at one of three levels: hidden, read-only or with permission to manage, and there are starting profiles such as administrator, manager or read-only. Reports sit in a section of their own, so that reading them is not a side effect of being able to send announcements.
Related features
- Faults and incidentsEvery fault that comes in on WhatsApp is classified, reaches whoever fixes it according to role and shift, and is closed with a photo and its deadline in view.
- Escalation to peopleAnything about money, health, exceptions or conflicts goes to one specific phone by org chart and shift, and emergencies go to the crisis posts.
For each type of centre
- Colegios mayoresFor colegios mayores: the dining hall with its cancellations, packed lunches and allergens; activities with their call and their survey; families and applicants; and what belongs to management, to management.
- University residencesFor residences owned by or affiliated with a university: support in each resident's language, repairs and cleaning with outside contractors, the arrivals of each semester and enquiries about places.
- Student residencesFor student residences and PBSA operators: WhatsApp support in the resident's language, repairs with an owner and a deadline, arrivals, presence and parcels.
- ColivingFor coliving and flex living: support in each resident's language, repairs with an owner and a deadline, common-room bookings, parcels and announcements without groups.
- Researcher residencesFor researcher, graduate and visiting-faculty residences: arrivals any week of the year, replies in each person's language, contracted maintenance and cleaning, and the end of every stay.
- Hostels and alberguesFor hostels, albergues and pilgrim hostels: house questions answered in each guest's language, repairs with an owner and a deadline, and the night covered with nobody at the desk.
- Holiday apartmentsFor holiday apartments, aparthotels and mid-stay lets: replies in the guest's language, repairs with a technician and a deadline, housekeeping requests between stays and house rules.
- Build to rentFor build-to-rent and flex living buildings: repairs with an owner and a deadline even when maintenance is outsourced, parcels with a notice, shared-space bookings, building notices and house rules answered.