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 is available to every Hello Hotel account. The voice agent is in limited release — reach out if you want to be part of the next wave.
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 — if you're connected to Mews and have a bookable service configured, 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. If you've added your booking engine URL in your AI agent settings, the response also includes a one-tap booking link with the dates pre-filled so the guest can book without retyping anything.
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 both the web app and the iOS app.
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 — content the agent draws from when answering guest questions
Your tone and brand voice — a short prompt that defines how the agent speaks
Your booking engine URL (optional) — drop your direct booking engine URL into your AI agent settings. When the agent responds to an availability question, it appends a one-tap booking link with the dates pre-filled, so guests can book without retyping anything.
Configure all of these in your AI agent settings.
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.
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.
