How much can you ask users to change their habits? [I will not promote]

I’m working on hotel software where guests can order food, ask for towels, and request other services through WhatsApp. I’m trying to work out what makes sense for the staff. For example, a guest asks for dinner and extra towels in the same message. Those go to different teams, and the food might arrive while the towels are still pending. Whoever takes over the next shift needs to know that. A dashboard could help staff keep track of it all. But asking someone to check another screen during a busy shift is a lot easier to suggest than to make work. Keeping staff in WhatsApp feels familiar. I’m unsure how far that can go once several people are handling requests. If you’ve built something for teams that don’t sit at a desk all day, how did you approach this? Did you fit the product around how they already worked, or get them comfortable with a new process? I’d be interested to hear about the bits they ignored, too.