Go to Voicemail in the left sidebar to see all voicemails for your phone number. The list shows:
Guest name (or phone number if the caller isn’t in your contacts)
Guest status (Checking In, In-House, Past, etc. — 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.
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 when the voicemail is received.
Guest details — if the caller is a known contact, their reservation info and status appear in the right panel.
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.
Your team can see who resolved each voicemail, so there’s no confusion about whether someone has already followed up.
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.
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.
