Hello Hotel handles both inbound and outbound voice calls through your shared business number. Calls are logged in the guest’s conversation thread alongside texts and voicemails, so your team always has the full picture.
When someone calls your Hello Hotel number, the call rings your team based on your routing configuration (see Setting Up Call Routing). If you have a calling tree enabled, the caller hears your phone menu first.
When the call comes in, you’ll see a notification with:
Guest name — if the caller is a known contact, their name appears immediately
Guest status badge — Checking In, In-House, Departing, etc., pulled from your PMS
Phone number — always visible, even if the caller isn’t a known contact
Click Accept to answer the call. If you’re receiving the call on your personal phone via forwarding, press 1 to accept (if your admin has enabled this setting).
If nobody answers, the call goes to voicemail and appears in your voicemail inbox with a transcription.
To call a guest from Hello Hotel:
Open the guest’s conversation in the conversation screen
Click the phone icon in the conversation header
The call dials out from your Hello Hotel number
You can also use the dialer in the bottom-left corner of the app to call any number directly. Click the phone icon, enter a number or search for a contact, and click Call.
The guest sees your Hello Hotel number as the caller ID — never your personal number — even if you’re making the call from home.
While on a call, the call controls appear in the app:
Mute — toggle your microphone on/off
Hold — place the caller on hold
Keypad — open the dial pad for navigating phone menus or entering extensions
End Call — hang up
The guest’s details remain visible in the right panel during the call, so you can reference their reservation, notes, and past interactions while you talk.
Every call — inbound and outbound — is logged in the guest’s conversation thread. The log entry shows:
Call direction — inbound or outbound
Duration — how long the call lasted
Outcome — answered, missed, or went to voicemail
Timestamp — when the call happened
Recording — if call recording is enabled, a playback link appears with the log entry
This means your team can look at any guest’s conversation and see the full timeline: texts they sent, calls they made, voicemails they left, and your team’s responses — all in one place.
When you call a guest, they see your Hello Hotel phone number on their caller ID. When they call you, they dial the same number they’d text. There’s no app to download, no special setup — it works like any normal phone call.
If you have a call greeting configured, guests hear it before the phone starts ringing. If you have a calling tree, they hear the menu options. Otherwise, they hear standard ringing until someone answers or voicemail picks up.
Check your audio setup first. Before your first call, make sure your browser has microphone permission and your audio output is set correctly. The audio controls are in the bottom-left toolbar — click the speaker icon to test and configure.
Use the conversation thread for context before calling. Open the guest’s thread before dialing so you can see their recent texts, voicemails, and notes. You’ll know what they need before you say hello.
Missed calls create conversations too. Even if nobody answers, a missed call from a new number creates a conversation thread. You can text them back from that thread without needing to start a new conversation.
Call recording is per-number. If you want calls recorded, enable it under Phone Settings → Routing for each phone number. Recordings appear inline in the conversation thread.
