Missed inbound call cards and voicemails show an AI-generated summary in the conversation thread, and opening a call shows one at the top of its details. Your team can prioritize callbacks without playing every recording or reading every transcript.
What the summary covers
A typical summary captures:
Who is calling and why — the guest's name (if known) and the gist of the call
What they want — a request, a question, a complaint, a confirmation
Anything urgent — emergencies, time-sensitive issues, or asks that can't wait
Summaries are one to two sentences. The full transcript and audio are still available — the summary is meant to help you triage quickly, not replace the recording.
Where summaries appear
Inbound call cards — missed calls show a summary on the call card in the conversation thread
Voicemails — a voicemail's summary shows in the conversation thread, and when you open the voicemail — from the conversation or from the Voicemails screen — the summary appears as a card above the transcript. You'll see a "generating" indicator while it's being written, and a note if one couldn't be produced (the transcript still shows)
Call detail view — when you open a call, a generated summary appears at the top of the call details, so you can catch up on what the call was about at a glance
Where summaries don't appear
The dashboard row doesn't carry one. The Voicemails card on your dashboard shows the caller and duration only — open the voicemail to see its summary.
Summaries also aren't generated for outbound calls — only for inbound ones.
Tips
Read the summary first, then decide. The summary helps you prioritize which calls need a callback now versus later.
Don't skip the audio for sensitive calls. Summaries are accurate for routine calls, but for emotional, complex, or high-stakes ones, listen to the original — tone matters.
The recording is the record. Summaries are generated automatically and aren't reviewed by anyone before you see them. If something matters, check it against the transcript or the audio. Summaries can't be edited.
Each summary draws from your Agentic AI Credits. Credits are included with every plan and reset monthly. See Understanding Your Bill.
Still need help?
Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected].