When a call goes unanswered — either because all routing steps were exhausted or a caller reached voicemail directly through your calling tree — it lands in your voicemail inbox. Every voicemail is automatically transcribed so your team can scan messages without listening to each one.
Voicemail is part of the Hello Hotel phone system, with transcription, AI summaries, and routing.
The Voicemail Inbox
Go to Voicemail in the left sidebar to see all voicemails for the phone numbers you have access to — Members see only the lines they've been given; Owners and Managers see every line. The list shows:
Guest name (or phone number if the caller isn’t in your contacts)
Guest status (Checking In, In House, Past, and so on — pulled from your PMS)
Duration of the recording
Date and time received
By default, you see Unresolved voicemails — the ones that still need attention. Switch to All to see everything, including voicemails that have already been resolved.
Listening to a Voicemail
Click any voicemail to open the detail panel. You’ll see:
Audio player — play, rewind, skip forward, and adjust volume. The full recording plays directly in the browser.
Transcription — the voicemail text appears below the player. Transcription happens automatically from the saved recording just after the voicemail lands, and the AI summary follows. A caller who pauses isn't cut off — the message runs until they hang up, up to 60 seconds.
Guest details — if the caller is a known contact, their reservation info and status appear in the right panel.
Resolving Voicemails
Each voicemail has two actions in the detail panel:
Call Back — immediately dials the guest from your Hello Hotel number. One tap and you’re connected.
Mark as Resolved — clears the voicemail from your Unresolved queue. The voicemail isn’t deleted — it moves to the All view and stays in the guest’s conversation thread.
You can also jump straight to the guest's conversation from the voicemail — useful when you'd rather reply by text than call back, or want the full context of the thread first.
Your team can see who resolved each voicemail, so there’s no confusion about whether someone has already followed up.
Voicemails in the Conversation Thread
Voicemails also appear inline in the guest’s conversation, right alongside texts, calls, and automated messages. The conversation view shows a condensed version with the transcription preview, duration, and resolution status.
This means you can see the full picture of your interaction with a guest — their text asking about check-in, your reply, a missed call, and then their voicemail — all in one timeline.
Tips
Use the Unresolved filter as your to-do list. Start each shift by checking Unresolved voicemails and working through them.
Transcriptions are fast but not perfect. If a message sounds garbled in the transcription, listen to the recording. Background noise and accents can affect accuracy.
Call Back uses your Hello Hotel number. The guest sees your hotel’s caller ID, not your personal number — even if you’re working remotely.