The AI agent in Hello Hotel handles routine guest questions over text so your team can focus on the conversations that actually need a human touch. It's connected to your PMS and knows your property's tone and rules.
The text AI agent and the voice agent are both available to every Hello Hotel account. The voice agent is labelled Beta in the app — see Setting Up Voice AI.
Answer routine guest questions — check-in time, parking, wifi, breakfast, amenities, directions, and anything in your knowledge base
Pull live reservation context — stay dates, room number, status, and balance for the guest it's talking to
Check real-time availability — with a PMS connected, the agent can answer questions like "do you have rooms for tomorrow night?" with live availability instead of deflecting. Availability queries use your property's local timezone for "tonight" and "tomorrow" boundaries. Mews: add your booking engine URL in your AI agent settings (and have a bookable service configured in Mews). The rates it quotes are your booking engine's rates — the same ones the guest sees on your booking page — and the response includes a one-tap booking link with the dates pre-filled so the guest can book without retyping anything. Without the URL, a Mews property gets no availability answers at all — the agent tells the guest it can't check. Cloudbeds: availability and rates come straight from Cloudbeds, taxes and fees included, with no URL to set.
Draft follow-up messages for your team — ask the agent to draft the next message in any conversation, informed by the full thread and the guest's reservation. Available in the web app and in the mobile apps on iOS and Android.
Modify reservations — the agent can answer questions about a reservation, but it does not book, cancel, or move stays
Take payments
Make autonomous policy decisions — discounts, refunds, and exceptions
The agent's behavior is set by a few things:
Your knowledge base — everything the agent draws from when answering guest questions, on the Knowledge Base tab. See Your AI Knowledge Base.
Your tone and brand voice — the persona and instructions field in the main AI Agent card. It applies to AI replies, web chat, and phone calls.
Your booking engine URL (Mews) — drop your direct booking engine URL into your AI agent settings. It does two things: the agent quotes that engine's rates when it answers an availability question, and it appends a one-tap booking link with the dates pre-filled, so guests can book without retyping anything. It's required for availability answers on a Mews property — leave it empty and the agent can't check availability at all. The link is the switch: saving a URL turns rate quotes on, and clearing it asks you to confirm before they stop. On Cloudbeds the field is optional — availability and rates come from Cloudbeds directly, and the field holds the link you want the AI to share when a guest wants to book, usually the booking page on your own website.
Configure all of these in your AI agent settings. The card for drafted replies is called AI replies.
Your knowledge base has its own Knowledge Base tab, with entries synced from your PMS and website alongside your own, a Content Review checklist of common guest questions, and a website scan that drafts answers for you. See Your AI Knowledge Base for the full walkthrough.
Every knowledge base entry has a category and a title along with its content. The category and title aren't just for your own organization — they're what helps the agent find the right answer fast when a guest asks a question. A well-organized knowledge base means quicker, more accurate responses.
Your knowledge base doesn't have to be limited to information about your property. The more the agent knows, the better it can help your guests. Strong fodder includes:
About your property — check-in times, parking, wifi, amenities, room details
About your area — neighborhood guide, public transit, where to eat, what to do
Directions — how to get to your property from common starting points, where to park, which entrance to use
Local events and seasonal info — what's happening in town, ski or trail conditions, festival schedules
FAQs you already answer over and over — anything your team finds themselves repeating to guests
If a guest has asked it more than once, it belongs in the knowledge base.
Rates match your booking engine. On Mews, availability answers quote the same rates the guest sees on your booking page — which is why the booking engine URL is required. There's no fallback to public rates. On Cloudbeds, only rates marked active for your booking engine are quoted.
Test before guests ask. Use Test Your AI to ask a question the way a guest would and see the answer and which entries it used. See Testing Your AI.
Watch the first few interactions. Read the agent's first responses to real guests and refine its tone or knowledge if anything's off.
Inbound call recording feeds the agent context. If you have call recording on, the agent can reference past phone conversations when texting with the same guest.
AI usage draws from your Agentic AI Credits. Every plan includes a monthly allowance of credits, and what the agent does draws from it. See Understanding Your Bill.
