Voice AI answers your inbound phone calls, handles the routine questions your front desk fields every day, and transfers the call to a team member the moment it needs a person. It's available to every Hello Hotel account and labelled Beta in the app.
Turning It On
Go to AI agent settings and switch on the Voice Agent.
Add the AI to a number's call routing. It's offered in team routing once the Voice Agent is on, labelled Beta. See Setting Up Call Routing.
The Voice Agent answers from the same knowledge base and persona as your AI replies and web chat. See Your AI Knowledge Base.
Switching It Off
With the Voice Agent switched off, the AI isn't offered in team routing, and your calls keep reaching people:
A routing step that sends calls only to the AI is skipped at once.
A step that mixes the AI and people rings the people.
Switch it back on and the AI is offered again, with your routing settings as they were.
What It Does on a Call
Answers routine questions — check-in time, parking, amenities, directions, and anything in your knowledge base.
Hands off to a person when a call needs one.
Treats caller ID as unconfirmed. It looks up only the caller's own reservation, and never reads out contact details or room numbers.
Cancels a reservation only with the Mews confirmation number. After three wrong tries in an hour, it stops trying.
Takes bookings from what your booking engine is selling. A booking made on a call uses only the room types and rates your booking engine offers for those dates — so a kayak or other rental in the same Mews service is never quoted or booked as a room. It books for two guests unless told otherwise, and confirms with the caller when a room or rate name is unclear.
Finding Its Calls
Every call the AI handles is listed under Voice Conversations on the AI agent page.
Good to Know
Bookings need a booking engine URL. Without one, the AI can't book. See About the AI Agent.
AI voice minutes and AI credits come with every plan. See Understanding Your Bill.
Test your knowledge base first. The AI on the phone answers from the same place as everywhere else, so Testing Your AI is a quick way to check what it'll say.
Still need help?
Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected].