Hello Hotel's AI can draft the next message in any guest conversation. It reads the full thread and the guest's reservation, writes a reply in your property's voice, and hands it to your team to review, edit, and send.
Nothing goes out automatically. The AI does the typing; a person at your hotel still makes the call.
AI-drafted replies are part of AI Assist, included on every Hello Hotel plan.
Open any guest conversation and ask the AI agent to draft the next message. A suggested reply appears in the composer, where you can send it as-is, edit it first, or discard it and write your own.
Drafting works in both the web app and the iOS app, so the same help is there whether your team is at the desk or on the floor.
Every draft is written from your property's own information, not general web content:
The full conversation history — everything the guest has texted, called about, or left in voicemail, so the reply picks up where the thread left off
Live reservation context — stay dates, room number, reservation status, and balance for the guest being replied to, pulled from your PMS
Your knowledge base — property details, house rules, local recommendations, and the questions your team answers over and over
Your tone and brand voice — the short prompt in your AI agent settings that defines how the agent sounds
Internal notes on the conversation — staff-only notes are invisible to the guest but included in the agent's context
Because the agent is connected to your PMS and configured with your rules, the drafts reflect your check-in time, your parking situation, and your repeat guests — not a generic hotel's.
The AI drafts. Your team reviews and sends. That's deliberate:
A person catches the edge cases — the guest who's frustrated, the request that needs a manager, the situation the knowledge base doesn't cover
The message goes out in your hotel's voice because someone at your hotel actually approved it
New team members start from a solid baseline on day one instead of writing from scratch while they learn the property
The AI agent will not modify reservations, take payments, or make policy decisions like discounts, refunds, and exceptions. Those stay with your team.
Draft quality tracks directly with what the agent knows. If the drafts feel thin or generic, the knowledge base is almost always the place to fix it.
Add the questions you answer repeatedly. If a guest has asked it more than once, it belongs in your knowledge base. See About the AI Agent for how to build and organize entries.
Give every entry a clear category and title. That's how the agent finds the right answer fast.
Include your area, not just your property. Directions, parking, where to eat, what's happening in town — guests ask about all of it.
Refine your tone prompt. If drafts sound close but not quite like your property, the tone prompt is the lever.
Read the first few drafts closely. Early on, treat the drafts as a check on your knowledge base. Anything the agent gets wrong points at a gap you can fill.
Edit freely. A draft is a starting point, not a script. Changing a sentence is faster than writing five.
Turn on inbound call recording for more context. With recording enabled, the agent can reference past phone conversations when drafting a text to the same guest.
Drafts are only as current as your PMS. If reservation details look wrong in a draft, check the sync first — the agent is reading what your PMS is reporting.
About the AI Agent — what the agent does, what it doesn't, and how to configure it
AI Summaries on Voicemail and Calls — how the AI summarizes your voicemail and missed-call queue
Internal Notes on Conversations — staff-only notes, which feed the agent's context
