Hello Hotel's Zapier/Webhooks integration lets you connect to thousands of apps — your PMS, CRM, booking platform, or any tool that supports webhooks. Use it to send automated text messages to guests or add and update contacts in Hello Hotel, triggered by events in your other systems.
This article covers connecting the integration, using the available endpoints, common use cases, and troubleshooting.
You'll need:
Admin access to your Hello Hotel organization (only admins can manage integrations)
A Zapier account (if using Zapier) or access to whatever tool will be sending webhooks — any platform that can make HTTP POST requests works
At least one phone number set up in your Hello Hotel organization (this is the number messages will be sent from)
In Hello Hotel, go to Settings → Integrations
Find Zapier/Webhooks and click Connect
Hello Hotel generates an API key for your organization. This key authenticates all incoming webhook requests.
Once connected, the integration page shows your API key, available phone numbers, and documentation for each endpoint.
Good to know: Your API key is unique to your organization. Don't share it publicly — anyone with the key can send messages through your Hello Hotel number. If you suspect it's been compromised, click Regenerate API Key at the bottom of the integration page. This immediately invalidates the old key.
Hello Hotel provides two webhook endpoints. Both accept JSON payloads via POST request and require your API key in the headers.
Use this endpoint to send an SMS to a guest from your Hello Hotel number.
Webhook URL: https://app.hellohotel.co/api/webhook/zapier/send-sms
Headers:
x-api-key: Your API key
Content-Type: application/json
Payload fields:
Field | Required | Description |
| Yes | Your Hello Hotel phone number (select from the list on the integration page). Include country code, e.g. |
| Yes | The guest's phone number, including country code. |
| Yes | The text message content to send. |
| No | The guest's name. If provided and the contact doesn't exist yet, Hello Hotel creates a new contact with this name. |
| No | The guest's email address. Stored on the contact record if provided. |
Example payload:
{
"fromPhoneNumber": "+17192129981",
"guestPhoneNumber": "+15551234567",
"message": "Hi Sarah, your room is ready! Check-in is available anytime after 3 PM.",
"guestName": "Sarah Johnson",
"guestEmail": "[email protected]"
}The message appears in your Hello Hotel Conversations inbox just like any other text, so your team has full visibility into automated messages.
Use this endpoint to create a new guest contact or update an existing one. Hello Hotel matches contacts by phone number — if the number already exists, the contact is updated.
Webhook URL: https://app.hellohotel.co/api/webhook/zapier/update-contact
Headers:
x-api-key: Your API key
Content-Type: application/json
Payload fields:
Field | Required | Description |
| Yes | The guest's phone number, including country code. This is used to match existing contacts. |
| No | The guest's name. Creates or updates the contact name. |
| No | The guest's email address. Creates or updates the email on the contact record. |
Example payload:
{
"guestPhoneNumber": "+15551234567",
"guestName": "Sarah Johnson",
"guestEmail": "[email protected]"
}If you're using Zapier:
Create a new Zap in Zapier
Set your trigger — this is the event in your other app that starts the workflow (e.g., "New Reservation" in your PMS, "New Row" in a spreadsheet, "New Deal" in your CRM)
Add a Webhooks by Zapier action step and select POST as the method
Enter the Hello Hotel webhook URL for the endpoint you want to use
Set the Headers: add x-api-key with your API key value
Set the Data payload type to JSON, then map the required fields from your trigger data to the payload fields listed above
Test the step — Zapier sends a test request and Hello Hotel returns a success or error response
Turn on the Zap
If you're using another tool (Make, n8n, a custom integration, or any system that supports outbound webhooks), the setup is similar: configure an HTTP POST request to the Hello Hotel webhook URL with the required headers and JSON payload.
Hello Hotel has direct, built-in integrations for some platforms (like Mews PMS). For everything else — your CRM, booking engine, spreadsheet, task manager, or any other tool in your tech stack — the Zapier/Webhooks integration is how you connect it to Hello Hotel. If we don't have a native integration for your system yet, this is the way to bridge the gap.
Any platform that can send an HTTP POST request can work with these endpoints, whether that's Zapier, Make, n8n, or a custom script your team builds.
Send a check-in reminder from your PMS. If your PMS doesn't have a direct Hello Hotel integration, use a Zap to trigger an SMS when a reservation's check-in date is approaching — include arrival instructions, door codes, or parking info.
Welcome message for new bookings. When a new reservation is created in your booking platform, automatically send a personalized welcome text from your hotel's number.
Sync contacts from a spreadsheet or CRM. Bulk-import or keep guest contacts up to date by triggering the update-contact endpoint whenever a row is added or updated in your guest database.
Post-stay follow-up. When a guest checks out, trigger a thank-you message or a link to leave a review.
Alert guests about events or offers. Use a scheduled trigger in Zapier to send messages about local events, seasonal promotions, or property updates to a list of guest contacts.
The Zapier/Webhooks integration handles inbound webhooks — data coming into Hello Hotel from your other tools. Hello Hotel also supports outbound webhooks through its Automations feature, which sends data from Hello Hotel to external services when events happen in the app.
For example:
Create a task in your project management tool when a guest reports a maintenance issue via text — route it to Asana, Trello, or whatever your team uses so nothing falls through the cracks.
Log guest interactions to a spreadsheet or CRM — fire a webhook to Google Sheets or HubSpot whenever a conversation starts, so you have a record outside Hello Hotel.
Notify your team in Slack when a VIP guest messages or when a voicemail comes in after hours.
Update your PMS or booking system when a guest confirms a late checkout or early arrival via text.
Outbound webhook actions are configured in Automations → Actions → Webhook. For details, see Using Actions in the Automations section.
Check your API key. The most common issue is a missing or incorrect x-api-key header. Copy the key directly from the integration page in Hello Hotel.
Verify the URL. Make sure you're using the correct endpoint URL — send-sms for messages, update-contact for contacts.
Check the payload format. The request body must be valid JSON with Content-Type: application/json. Missing or malformed JSON will be rejected.
Include required fields. fromPhoneNumber, guestPhoneNumber, and message are all required for the send-sms endpoint. guestPhoneNumber is required for update-contact.
Verify the fromPhoneNumber. It must be one of the phone numbers listed on your integration page. Using a number that isn't associated with your organization will fail.
Check the guest's phone number format. Include the country code (e.g., +1 for US numbers). Numbers without a country code may not route correctly.
Check messaging compliance. If your organization hasn't completed 10DLC registration, outbound SMS may be restricted. See the Messaging Compliance section in the help center.
Phone number is required. The guestPhoneNumber field is the minimum required field. Without it, the request is rejected.
Duplicate detection is by phone number. If a contact with that phone number already exists, Hello Hotel updates the existing contact rather than creating a new one. This is by design.
When you click Regenerate API Key, the old key is immediately invalidated. Update the x-api-key header in all your Zaps and webhook configurations with the new key.
Use the guestName field when sending messages. If the contact doesn't already exist in Hello Hotel, including the name creates a clean contact record alongside the first message. Without it, the conversation shows up under just the phone number.
Test with a real phone number first. Before rolling out a Zap to all guests, send a test message to your own phone to verify the content, formatting, and timing.
One phone number per use case. If you have multiple Hello Hotel numbers (e.g., front desk and concierge), use the appropriate fromPhoneNumber for each type of automated message so replies go to the right team.
Monitor automated messages in Conversations. All webhook-triggered messages appear in your shared inbox. Keep an eye on them initially to make sure the content and timing look right, and that guests are replying as expected.
Combine with Automations for two-way workflows. Use the inbound Zapier webhook to send a message, and set up an outbound Automation webhook to notify your other systems when the guest replies.