Every answered inbound call to your Hello Hotel number is recorded and transcribed automatically, so your team can read what was said instead of replaying the call. This article covers how recording works, where to find the transcript, and what isn't covered.
How it works
Inbound call recording is on by default for every phone number. The switch is per number, under Phone Settings → Routing — turn it off there if you don't want a number's calls recorded.
When recording is on, each answered inbound call is transcribed after it ends, and the transcript is kept with the call.
Transcription comes with recording. There's no separate transcription switch: turning recording off for a number stops its transcripts too.
Finding the recording and transcript
Open the guest's conversation thread and click the call.
Open the Transcription tab.
You'll see the recording player, the AI summary when there is one, and the transcript laid out as a two-sided exchange — the caller on one side and the person who answered on the other. Each side of the call is recorded on its own channel, which is what makes the split possible. Long calls are transcribed in full.
The transcript isn't shown inline in the conversation thread — it lives in the call's details.
What the transcript feeds
The transcript is what the AI reads. Call summaries are generated from it, and AI Assist falls back to the transcript while a summary is still being written. See AI Summaries on Voicemail and Calls.
Good to know
Inbound only. Outbound calls are deliberately not recorded, because two-party consent requirements vary by state — so they have no transcript either.
A missed call has no transcript, because there's no recording. If the caller leaves a voicemail instead, that's transcribed separately — see Managing Your Voicemail.
English only.
Transcripts can't be edited. The transcript view is read-only.
Accuracy drops on poor-quality audio and heavy accents, the same as voicemail transcription.
Recording is all-or-nothing per number. There's no per-call opt-out once it's on, and no configurable retention period.
Consent is your responsibility. Call-recording consent requirements vary by state; check the rules where your property operates.
Still need help?
Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected].