# Hello Hotel — full product reference

> Hello Hotel is a phone, texting and shared-inbox system for independent
> hotels. One number handles every call and text for the property, the whole
> team works out of the same inbox, and live reservation data from the
> property’s PMS sits on every conversation.

This document is the complete product reference: every feature, what it does,
the limits that apply to it, and a link to its documentation. It is generated
from Hello Hotel’s internal feature specification. The shorter map of the site
is at https://hellohotel.co/llms.txt.

Facts worth having before you quote this document:

- Plans are $49, $99, $149, $299, $599 and $1,299 a month (Solo, Core, Team, Scale, Peak and Summit). Every plan includes the
  entire product. There is no feature gating, no per-room pricing and no setup
  fee, and it is month to month.
- Every integration is included on every plan at no extra cost.
- AI Assist drafts guest replies and summarizes calls and voicemails. **In the
  shared inbox, a person on the team reviews and sends every reply.**
- A voice agent for inbound calls answers routine questions and hands off to a
  person when needed. It is available to every customer, labelled Beta in the app.
- Texts are billed per segment. A group message sends one text per participant,
  so a message to five people costs five times its segment count.
- Hello Hotel is a two-person company. It was built first for The Timberline, a
  16-room property in Leadville, Colorado, which is owned by Hello Hotel’s
  founder. Treat any Timberline example as a first-party account rather than an
  independent review.
- Contact: hello@hellohotel.co
- Product reference generated 2026-10-13.

---

## Channels & Unified Inbox

### Shared inbox for voice and SMS

One workspace where every call and text for the property lands, visible to the whole team. Conversations live in a shared, hotel-owned inbox rather than on individual staff phones. Any team member with access to the number sees the full history. Ownership stays with the property when staff turn over. When a guest can't be messaged, the composer says why — no phone number on file, no email address, the address has bounced or the guest unsubscribed, or no default email sender is set up — rather than a generic notice.

**Limits:** No conversation assignment to a specific owner, and no way to filter the inbox by person. "Shared" describes a number's audience, not the whole organization — a number can be scoped to one person, giving them an effectively private inbox. See *Per-number access control*.

**Documentation:** [The Conversation Screen](https://help.hellohotel.co/en/articles/14-the-conversation-screen)

### Voice calling (inbound + outbound)

Place and receive guest calls from a shared business number. Every call is logged into the guest's conversation thread with duration, direction, and timestamp. Inbound calls route through the number's configured routing steps. International calls can be placed from the app. Calls are billed per minute, rounded up to the next full minute. Requires a provisioned phone number.

**Limits:** No video calling. No conference or three-way calling. No call transfer between team members mid-call. No outbound call recording — see *Inbound call recording*.

**Documentation:** [Making and Receiving Calls](https://help.hellohotel.co/en/articles/25-making-and-receiving-calls)

### SMS texting (inbound + outbound)

Two-way text messaging with guests from the same shared number used for voice. Send and receive SMS in the guest's unified thread. Outbound messages show sent, delivered, or failed status inline. A contact with no messaging-channel preference set is messaged by SMS by default. An alphanumeric sender ID is created for the organization automatically during setup. Billed **per segment**. The composer shows a live segment count with variables resolved, so staff know before sending whether a message will split. A text that would exceed the carrier's 10-segment cap is stopped at the moment Send is pressed, with a warning naming the current length and the limit — nothing is dispatched and the draft is preserved, so an over-length message no longer lands in the thread as a failed bubble. The warning clears itself as soon as the draft fits. Texting a contact who has no phone number is refused before anything is written to the conversation. Requires 10DLC brand and campaign registration approved. Messaging is blocked until approval clears.

**Limits:** No scheduled one-off sends; scheduling is available only through Automations. The 10-segment cap is roughly 1,530 characters, dropping to about 670 when an emoji or other special character flips the message to Unicode encoding — the same text can hit the limit at very different lengths depending on what's in it. The cap governs plain texts only: attaching a photo sends as MMS and is exempt, as are group threads, but a PDF rides as an appended link on a plain text and stays capped.

**Documentation:** [Sending a Text Message](https://help.hellohotel.co/en/articles/24-sending-a-text-message)

### Group messaging

One text thread shared with more than one person — a couple, a wedding party, or a guest plus a manager's line. Start a conversation, add more than one recipient, and the thread becomes a group. Everyone sees the same messages and every reply lands in the same thread. Groups can be renamed from the conversation header for the team's benefit — the name is internal and participants never see it. Groups can include guests, contacts, and the property's **other Hello Hotel numbers**, so the front desk and a manager can sit in one conversation with a guest. Starting a group with the same people as an existing group merges into that thread instead of creating a duplicate. Works on web, iOS, and Android. Requires 10DLC approval (same as SMS).

**Limits:** **Not a broadcast — a group message sends one separate SMS to each participant, billed per segment per person.** One single-segment message to five people is five billed segments; a two-segment message to five people is ten. For announcements where guests shouldn't see each other's replies, use bulk send from Contacts instead, which gives each guest a private thread. Every participant needs a phone number, and a contact can exist without one — those simply can't be added. The app sets no cap on participants; the practical limits are carrier behaviour and cost. Participants cannot be added to or removed from an existing group.

**Documentation:** [Group Messaging](https://help.hellohotel.co/en/articles/60-group-messaging)

### WhatsApp messaging

WhatsApp as a channel in the shared inbox — available in early access, set up for you rather than self-serve. Guest WhatsApp messages arrive in the same Conversations inbox as calls and texts, and your team replies without leaving Hello Hotel. It runs on your property's own WhatsApp Business Account, so guests see your business when they message. Built on Telnyx, the same infrastructure behind your texts and calls. Request it through the in-app chat or support@hellohotel.co and the team connects your account. Requires a WhatsApp Business Account, and early-access enablement by the Hello Hotel team.

WhatsApp message templates are authored in the app on their own templates page, submitted for approval, tracked through that approval, and sent from the composer once approved. The template editor lets you add staff-input slots (a label plus an example value for Meta's review), inserted where the cursor is; counts characters the way Meta counts them, so the editor's limit matches Meta's; and, when Meta rejects a template, explains the rejection in plain language with what to change — including the common case where Meta gives no reason. Approved templates can also be sent by an automation — see *Automations → Actions*.

**Limits:** Not self-serve — connection is handled by the Hello Hotel team while self-serve setup is built. Requires you to have your own WhatsApp Business Account. **A guest who texts STOP over SMS is not opted out of WhatsApp for staff** — the two channels don't share a consent flag, so a team member can still send that guest WhatsApp messages from the composer. Automations are stricter: a WhatsApp automation step never reaches a guest who has opted out on any channel.

**Availability:** Shipped in early access. Not enabled by default — properties request it.

**Documentation:** [Connecting WhatsApp](https://help.hellohotel.co/en/articles/52-connecting-whatsapp)

### Photos and attachments

Send and receive images and files over text, in one-on-one and group threads. **Outbound** — attach an image or a **PDF** from the compose area on web, iOS, and Android; on mobile, attach from the camera roll or capture a photo directly in the composer. Guests receive it as a standard picture message (MMS) with no app or link required. Works in group threads exactly as it does one-on-one. **Inbound** — photos guests send render inline on web and mobile, tap to enlarge on web, pinch to zoom on mobile. Photo-only messages show a "📷 Photo" preview in the inbox list. Requires 10DLC approval (same as SMS).

**Limits:** Carriers cap attachment size — large files may be compressed or fail to send. No video — images and PDFs only. Photos can't be downloaded or exported out of the conversation. In a group thread, an attachment goes to every participant and is billed to each.

**Documentation:** [Sending Photos and Attachments](https://help.hellohotel.co/en/articles/61-sending-photos-and-attachments) · [Viewing Photos Guests Send You](https://help.hellohotel.co/en/articles/55-viewing-photos-guests-send-you)

### Snippets (saved replies)

Reusable message templates any team member can insert into the composer. Create, edit, and delete snippets shared across the organization. Insert from a picker or by typing a trigger string. Supports the same personalization variables as the composer, each with a fallback value. Variables resolve against the open conversation and render before send, so staff always review final text. A snippet can also be handed to AI: the ✨ button on a snippet in the picker drafts a reply that carries the snippet's facts — links, codes, times, and prices copied exactly — reworded for the conversation, for staff to review before sending. Shown only when AI replies are on for the organization. Works on web and mobile.

**Limits:** Not per-user or private — all snippets are organization-wide. No folders or categories. Not used by Automations, which configure their own message bodies. No usage analytics.

**Documentation:** [Snippets](https://help.hellohotel.co/en/articles/58-snippets)

### Message variables in the composer

Live guest and reservation data dropped into any manual message from a `{ }` picker. Insert first name, room number, stay dates, check-in link, check-out link, payment link, and more. Values resolve immediately against the guest in the open conversation, with fallbacks for missing data. Distinct from Automations variables: same variable set, but surfaced for manual sends at the moment of writing. The check-in and check-out links render into the message like any other variable, but the portal session each one opens is created when the guest taps the link rather than when the message is sent — which is why they stay valid inside a snippet that has been sitting unused for weeks. A check-out link stops working 24 hours after departure. Requires nothing. Contact-record variables — first name, phone, and anything else entered on the contact in Hello Hotel — work with no PMS at all. Reservation variables require a PMS connection — Mews or Cloudbeds. The door code comes from the guest's reservation in the PMS — a free-text field where the property, or its lock system, writes the code. With RemoteLock connected, Hello Hotel checks that code and the reservation dates against RemoteLock, which adds whether and when the code was used. On Cloudbeds you choose which reservation field holds it, under Integrations → Cloudbeds → Door codes. Mews works the same way. With Cloudbeds the picker offers the reservation basics and the payment link; the check-in link appears once Guest Experience links are switched on, and the check-out, pre-authorization, add-card, digital-key, and room-directions links are not offered (see *Integrations → Cloudbeds PMS*).

**Limits:** Anything typed that isn't on the variable list won't fill in. Your own values go in as custom fields — see below. Fallback values cover missing data, but there is no if/then branching in message text; use Automations conditions for that. The check-in link can't be generated for a reservation with no email on it, which is every Airbnb booking — see *Integrations → Mews PMS*. The composer prompts you rather than inserting a broken or empty link.
**Custom fields:** owners and managers define the organization's own fields under **Organization settings → Custom fields** — a name, a type (link, one-line text, or longer text), and one value for the whole organization — and each becomes a variable such as `{{custom.room8Access}}` in a **Custom** group in every picker: the composer, the snippet editor, and automations. The mobile composer gets the Custom group with the next mobile release. Renaming a field doesn't break messages that use it. A link field is shortened when URL shortening is on, and editing the link updates short links already sent. Up to 50 fields; names up to 60 characters; links up to 2,000 characters, text up to 500, longer text up to 2,000. Not offered in the WhatsApp template editor. An automation uses the value as it stood when the run started.

**Documentation:** [Message Variables in the Composer](https://help.hellohotel.co/en/articles/59-message-variables-in-the-composer)

### Message delivery tracking

Per-message delivery status shown inline in the conversation. Outbound text messages display sent, delivered, or failed directly in the thread, so the team knows whether a message landed without leaving the conversation. A failed message shows the specific reason it failed rather than a generic error. When the failure is that the number isn't yet 10DLC registered, the message says so and points at Settings → Compliance, rather than inviting a retry that cannot succeed until registration clears. Requires nothing beyond SMS being live.

**Limits:** SMS only — does not cover email or voice. No read receipts. No delivery status on inbound messages. No automatic retry on failure.

**Documentation:** [SMS Not Sending or Delivering](https://help.hellohotel.co/en/articles/28-sms-not-sending-or-delivering)

### Branded short links

Long guest-facing links rewritten as short links on your own domain. Applies to check-in, payment, and booking links. Off by default. Once enabled, both the copy-link buttons in the app and automated messages send the branded short version. Requires a configured custom domain.

**Limits:** No click tracking or analytics. No custom slugs per link. Does not shorten arbitrary URLs typed into the composer.

**Documentation:** [Branded Short Links](https://help.hellohotel.co/en/articles/54-branded-short-links)

### Single thread per guest

One continuous conversation per guest across every channel. Calls, texts, voicemails, automated messages, and automated emails all appear in one chronological thread. The team sees the full interaction history in a single view without switching channels. Where a guest can be reached more than one way, the composer defaults to the channel the guest last messaged from, so a reply goes back the way the guest reached out. On a thread the guest hasn't written on yet, the guest's preferred channel decides instead — see *WhatsApp messaging*.

**Limits:** No per-channel filtering within a thread. Does not merge threads across separate guest profiles unless the profiles themselves are merged. Emails can be sent through automations only. Email sending through the composer is currently not live. Group threads are the exception to one-thread-per-guest: a group is its own thread shared by several participants, and its messages do not appear in each participant's individual thread.

**Documentation:** [The Conversation Screen](https://help.hellohotel.co/en/articles/14-the-conversation-screen)

### Internal team notes

Staff-only notes attached to a conversation timeline, invisible to the guest. Add a note anywhere in the conversation timeline. Notes are visible to the team, never sent to the guest, and included in AI Assist's context. A note that is the newest item surfaces in the inbox preview, clearly labeled so it never reads as a message sent to the guest.

**Limits:** Notes cannot be edited or deleted after posting. No attachments on notes. Not searchable separately from message content.

**Documentation:** [Internal Notes on Conversations](https://help.hellohotel.co/en/articles/50-internal-notes-on-conversations)

### @-tagging teammates in notes

Tag a specific team member in an internal note to hand them a follow-up. @-tag one or more teammates in a note and they each get a "Tagged for you" alert on their dashboard plus a push notification on mobile. The tagged person can resolve the tag or reply to the note directly where it appears. All open tags for a user collect on their dashboard. The picker offers only teammates who can open that conversation's line, so a tag never lands on someone who can't see the thread. Until the next mobile release the mobile picker still lists everyone, but a tag on someone without access to the line is refused when the note is saved.

**Limits:** No due dates or priority on a tag. No email notification — dashboard and mobile push only. Not a full task system; there is no separate task list view. A tag is resolved per person: when several people are tagged on one note and one of them marks it done, it stays open for everyone else until they each mark their own.

**Documentation:** [Internal Notes on Conversations](https://help.hellohotel.co/en/articles/50-internal-notes-on-conversations)

### Resizable composer

The message composer can be dragged taller or shorter. Drag the composer to fit what you're writing. The chosen size is remembered per browser.

**Limits:** Per browser, not per user account — the size does not follow you to another machine. Not available on mobile.

**Availability:** Shipped, web only.

### Real-time inbox updates

New activity appears without a refresh. New messages and calls appear in an open conversation live, and the conversation list reflects the latest activity across the team as it happens. On web, you can see which teammate is currently viewing a conversation, so two people don't unknowingly reply at once. A teammate typing a reply to the guest shows as "Jane is typing…" — only typing in the guest reply box counts, not internal notes or AI and snippet inserts. The mobile app shows the same viewing and typing presence once its next release is out.

**Limits:** Presence and typing are web only until the next mobile release.

### Routing-aware message alerts

New-message alerts go only to the team members assigned to that number. When a message arrives, only team members in that phone number's routing configuration are alerted, rather than everyone in the organization. Everyone in the routing is alerted, whatever their position in it. Requires configured routing on the phone number.

**Limits:** No escalation on messages — routing order governs call fall-through, not message alerts, so the last person in a five-step tree is alerted on every text just like the first. Notifications are controlled by routing membership rather than a schedule: remove someone from the routing and they stop being alerted. There is no automatic time-based quiet hours.

### Conversation status management

A status on every conversation that drives triage. Mark conversations Unread, Read, Follow Up, or Closed. Filter the inbox by status. Toggle between Open and All views. A closed conversation opened from a link (a dashboard row, a tag notification) shows its status controls and can be reopened right there. The status bar with Reopen appears only on closed conversations; on open ones, status is changed from the inbox.

**Limits:** No custom statuses. No automatic status changes on a timer. No per-user status — status is shared across the team.

**Documentation:** [The Conversation Screen](https://help.hellohotel.co/en/articles/14-the-conversation-screen)

### Filters by guest reservation status

Inbox filters driven by live PMS reservation data. Filter conversations by Arriving, In-House, Departing, or Future so the team can focus on the guests that matter right now. Requires PMS connection.

**Limits:** Does not work without a PMS connection. No saved or custom filter sets. A **Past** label exists on the guest record but has no matching filter, so there is no one-click way to see departed guests.

### Bulk actions

Act on many conversations at once from the inbox. Select multiple conversations to change status in bulk or send a bulk message. Useful for batch follow-ups and closing out resolved threads.

**Limits:** No undo on a bulk action. Conversations can't be bulk deleted from the inbox — bulk delete exists on the contacts list and operates on contact records.

### Search

Find conversations and message content. Search conversations by guest name, phone number, or room number, and search across message content to find specific text within threads.

**Limits:** Does not search internal notes separately. No date-range or channel filters on search. No saved searches.

## Dashboard

### Missed Calls card

A live list of every caller a human on your team hasn't gotten back to. One row per caller with guest name, room, and stay status. A caller is cleared only by genuine human contact — a callback, a text, an answered call, or a resolved voicemail. Automated texts and AI replies do not clear a caller, so the list always reflects who still needs a person. Each row can be marked handled or dismissed, with undo.

**Limits:** No assignment of a missed call to a specific team member. No aging or escalation on rows that sit unhandled. Does not include outbound calls that failed to connect.

**Availability:** Shipped. Web and mobile.

**Documentation:** [Your Dashboard](https://help.hellohotel.co/en/articles/56-your-dashboard)

### Voicemails card

A live triage list of unresolved voicemails on the dashboard. One row per voicemail with caller, guest status, room or stay, and duration, so the team can scan callbacks at a glance. A dashboard-level view of the same queue managed in depth on the Voicemail screen. On an account with more than one phone number, counts are broken out per number, so it's clear which line is accumulating callbacks.

**Limits:** No playback from the card itself — opening the voicemail is required. The dashboard feeds respect each person's line access — someone who can only see one number's conversations sees only that number's missed calls and voicemails, so two people can see different counts on the same dashboard.

**Availability:** Shipped. Web and mobile.

**Documentation:** [Your Dashboard](https://help.hellohotel.co/en/articles/56-your-dashboard)

### Tagged for you

Every conversation where a teammate @-tagged you, collected in one place. Gathers open tags addressed to the signed-in user so nothing directed at them slips by. Each item can be marked done when handled.

**Limits:** Shows only your own tags — no team-wide view of who is tagged on what. No due dates or sorting by age.

**Availability:** Shipped. Web and mobile.

**Documentation:** [Internal Notes on Conversations](https://help.hellohotel.co/en/articles/50-internal-notes-on-conversations)

### Needs Attention notices

System events the team should know about, surfaced on the dashboard. Currently covers automation problems: a run that failed, one that skipped an action (such as texting a guest with no phone number on file), and late delivery failures. Each notice names the automation, the guest, and the reason. Resolve or silence a notice, or click through to the exact run that caused it. The list updates live.

**Limits:** Covers automation events only — does not surface integration outages, 10DLC status changes, or billing problems. **Web only; not available on mobile.** No email or push notification when a notice appears.

**Availability:** Shipped, web only.

**Documentation:** [Needs-Attention Notices](https://help.hellohotel.co/en/articles/53-needs-attention-notices)

## Guest Context & PMS Integration

### PMS-powered guest contact book

A guest contact list built and maintained automatically from the connected PMS. Contacts sync from the PMS on reservation events and stay current as those change, matched by phone number. A sync can also be requested on demand at any time — for Mews that runs immediately; for Cloudbeds it queues a sync that completes within a few minutes. Contacts are created even for guests with no phone number on file — they exist as records, they just can't be messaged. Requires Mews or Cloudbeds connection.

**Limits:** Does not sync historical guests beyond what the PMS exposes. No sync history view.

**Documentation:** [Understanding Mews Data Sync](https://help.hellohotel.co/en/articles/38-understanding-mews-data-sync)

### Automatic guest identification

Incoming calls and texts matched to a known guest before anyone picks up. Matches on phone number against guest and reservation data, so the team sees who is contacting them and their reservation context at the moment the call or message arrives. Requires Mews or Cloudbeds connection.

**Limits:** Matches on phone number only — no name or email matching. A placeholder or malformed phone number in the PMS — repeated digits, two numbers in one field, a "Phone:" prefix — is ignored when guests sync, so it no longer ties unrelated guests together or opens a contact conflict. Cannot identify a guest calling from a number not on their reservation. No caller-ID lookup for unknown numbers.

**Documentation:** [Understanding Mews Data Sync](https://help.hellohotel.co/en/articles/38-understanding-mews-data-sync)

### Live reservation context

Reservation details shown alongside the conversation. Displays stay dates, room number, reservation status, booking source (Direct, Booking.com, Airbnb, Expedia, Vrbo, and others), guest history, the **reservation amount**, the channel it was booked through, and the date it was booked — so staff never switch to the PMS to look something up. A guest's reservations all appear on the guest detail panel, each shown individually. Editing covers contact details, reservation notes, and guest profile notes. Requires Mews or Cloudbeds connection.

With Cloudbeds, the booking source shows as "Cloudbeds (source name)" — for example "Cloudbeds (Booking.com)" — and each reservation card links to the booking in Cloudbeds.

**Limits:** Read-only apart from those editable fields.

**Documentation:** [Understanding Mews Data Sync](https://help.hellohotel.co/en/articles/38-understanding-mews-data-sync)

### Smart guest status labels

Automatic labels describing where a guest is in their stay. Each guest carries a status badge — **Future, Checking In, Checked In, In House, Checking Out, Checked Out, or Past** — worked out from the reservation. The conversation list's reservation filter groups guests as **Arriving, In-House, Departing, Future, or Past**. A guest stays **Checking In** until the property checks them in in the PMS — finishing online check-in doesn't change it — and then shows **Checked In**; Mews and Cloudbeds work the same way. Labels update as changes arrive from the PMS. A guest's status follows the property's own calendar day in its time zone (set in Organization settings), so a guest arriving tomorrow no longer shows as Checking In the evening before, and a guest leaving today shows as Checking Out from the morning without waiting for a sync. On the guest badge, "checked in" and "checked out" are a shade darker than "checking in" and "checking out", so they're easy to tell apart, and the mobile dialer uses the same colours and labels. Requires Mews or Cloudbeds connection.

**Limits:** No custom or user-defined statuses. Labels cannot be set manually — they are always derived from the reservation. Nothing shows that a guest has completed online check-in.

### Repeat guest indicators

A flag marking guests who have stayed before. Returning guests are visibly flagged, with their stay count, so staff can recognize and personalize repeat stays. Requires Mews or Cloudbeds connection.

**Limits:** No lifetime value or spend total shown. No filtering the inbox or contact list by repeat status. Depends entirely on the PMS recognizing the guest as the same profile — duplicates in the PMS break the flag.

### Two-way contact sync with the PMS

Guest contact edits flow in both directions between Hello Hotel and the connected PMS — Mews or Cloudbeds. Edit guest contact information in Hello Hotel and it writes back to the PMS. Changes made in the PMS flow into Hello Hotel automatically. Both systems stay current without double entry. Works the same way with Cloudbeds — edits in either system flow to the other. A contact saved in Hello Hotel sends first name, last name, email, and the messaging phone to the Cloudbeds guest profile — the phone goes to the Cloudbeds cell-phone field, so a landline there is left alone. Hello Hotel waits for Cloudbeds to accept the change, and if Cloudbeds refuses it the save shows an error and nothing changes in either system. Requires Mews or Cloudbeds connection.

**Limits:** Contact fields only — does not write reservations, rates, or folio data back to the PMS. No conflict resolution UI if both sides change at once. With Cloudbeds, tags and messaging subscriptions stay in Hello Hotel and aren't sent.

**Documentation:** [Understanding Mews Data Sync](https://help.hellohotel.co/en/articles/38-understanding-mews-data-sync)

### Two-way guest merge with the PMS

Duplicate guest profiles merged once, applied in both systems — Mews or Cloudbeds. Duplicates are detected automatically — on matching details or a matching phone number — and flagged across the contact list so you can see them all at once. Merge duplicates from within Hello Hotel and the merge is applied in Mews too. When an operator merges guests directly in Mews, Hello Hotel detects it and reconciles automatically, keeping the surviving profile and its conversation history intact. Requires Mews or Cloudbeds connection.

With Cloudbeds, the merge is sent to Cloudbeds first and Hello Hotel moves the conversation history once Cloudbeds confirms which profile survived — Cloudbeds decides the survivor. If only one of the two contacts is linked to a Cloudbeds profile, the merge happens in Hello Hotel alone and keeps the linked contact. A merge made directly in Cloudbeds now brings the Hello Hotel history across too. Works on web and mobile.

**Limits:** Every merge is started by a person. When three or more contacts share a number, the Contact conflicts screen merges them in one run — pick up to 10 and which one to keep — though underneath they still go through one pair at a time, PMS merges first, and a failed pair is skipped while the rest continue. The contact linked to the PMS always survives a merge — Hello Hotel won't merge a PMS guest into a local-only contact. No undo on a completed merge; merging two separate Mews profiles can't be undone in Mews either, and the screen warns about it. With Cloudbeds, some merges are refused with the reason shown — profiles with reservations at another property, anonymized profiles, or incomplete guest details — and a contact without a confirmed reservation may need merging in Cloudbeds first. While one Cloudbeds merge is unfinished, further merges wait until it completes; an interrupted merge is finished automatically within about five minutes. Merges made in Cloudbeds before 2026-10-06 that left history behind are not repaired.

**Documentation:** [Contact Conflicts](https://help.hellohotel.co/en/articles/72-contact-conflicts)

### Primary number switching

When a phone number changes hands between guests, Hello Hotel works out who owns it now. Hotel phone numbers get reused — a front desk line entered on one reservation, a partner's mobile on the next, a number recycled by a carrier. When a new reservation shows that a number now belongs to a different guest, Hello Hotel reassigns it rather than leaving the number attached to whoever had it first. The evaluation runs as reservations sync, before automations fire, so a message goes to the right person rather than to last month's guest. Requires a PMS connection, Mews or Cloudbeds — the evaluation is driven by reservation data.

The guest who lost the number is marked as such: their thread shows a banner explaining the number moved, and the SMS channel is removed from their composer, because there is no longer a number to text them on. Where the situation is ambiguous enough to need a person, the pair lands in a conflict queue with a dashboard card and a Merge contacts screen, and a switch can be undone from the decision that made it.

**Limits:** Not a setting a property turns on or off from the app — it is on for every organization. Does not invent a new number for the demoted guest; if their number moved, they have no textable number until a new one is on file. Undoing a switch in bulk does not push the phone data back to Mews. A pair a staff member has since edited by hand is left alone rather than reversed.

**Availability:** Shipped, live for every organization.

**Documentation:** [When a Guest's Phone Number Changes Hands](https://help.hellohotel.co/en/articles/69-when-a-guest-s-phone-number-changes-hands)

### Contact conflicts

One place to sort out a phone number that two or more contacts claim. A phone number belongs to one contact; when a second contact turns up with the same number — a reused hotel line, a partner's mobile on a later booking, a recycled number — Hello Hotel flags it in three places: on the guest detail panel of each contact involved, on the contact list, and on the **Contact conflicts** screen (Contacts → Contact conflicts). The panel shows the contacts as cards and offers five ways to settle it: **Keep it with** the contact you're viewing, **Give it to** the other one, **Merge** them, **Remove this number** from one or more of them, or **Ignore** the conflict. Requires nothing. Duplicate-Mews-profile rows require Mews.

The Contact conflicts screen lists one row per phone number, badged **Stay ended**, **Possibly the same**, **Needs a look**, or **Same Mews profile**, and sorted with the urgent ones first. Opening a row shows a side-by-side comparison of the contacts — one column each, with matching and differing fields marked — and a note when the details suggest they are the same person (a shared masked OTA email, for instance). The same five options apply, and resolving one opens the next. Merging shows only the fields where the two records differ so you choose what to keep; matching fields are kept automatically, and a result preview shows what the merged record will look like. With three or more contacts on a number, a group merge handles them in one run — see *Two-way guest merge with the PMS*. Two contacts that share a number this way can be merged even though only one of them "holds" the number.
Ignoring a conflict hides it everywhere (panel, list, and screen) and can be undone from the screen's Ignored list, which also offers Remove. **Remove this number** takes the number off whichever contacts you tick, showing who ends up with it; a removal sticks through PMS syncs, so neither Mews nor Cloudbeds puts the number back, until someone assigns it again by hand. When the number comes off everyone, owners and managers can mark it "It's not a guest's number", which adds it to the organization's industry phone numbers. An ignored conflict comes back on its own if the number changes hands again — for example, when a new reservation gives it to a third guest.

**Limits:** Does not decide for you — a conflict stays open until someone resolves or ignores it, though *Primary number switching* settles the clear-cut cases before they reach the list. Contacts that have their own number on file are shown but can't take the disputed number. No bulk resolution. Merging follows the rules of *Two-way guest merge* — the PMS contact survives, no undo. On a Cloudbeds property, Merge follows the Cloudbeds rules in *Two-way guest merge with the PMS*.

**Availability:** Shipped 2026-09-22. Web only — not available in the mobile app.

**Documentation:** [Contact Conflicts](https://help.hellohotel.co/en/articles/72-contact-conflicts) · [When a Guest's Phone Number Changes Hands](https://help.hellohotel.co/en/articles/69-when-a-guest-s-phone-number-changes-hands)

### Reservation notes

The reservation's own notes, editable from the guest detail panel. View, add, edit, and delete a reservation's notes without leaving Hello Hotel. Changes write back to the PMS immediately, so the note is there for whoever opens the reservation next, in either system. With Cloudbeds, a note written in Hello Hotel appears in Cloudbeds prefixed with the writer's name — "[Ada Lovelace via Hello Hotel] Late arrival" — because Cloudbeds credits every note added through an integration to the person who connected it; the prefix is stripped when the note is shown in Hello Hotel. A note edited in Cloudbeds itself shows up in Hello Hotel when someone opens that reservation's notes, or within the hour. Requires Mews or Cloudbeds connection.

**Limits:** Tied to a reservation, not a guest — notes do not carry across stays. Distinct from *Guest notes*, which are internal to Hello Hotel.

### Guest notes

Internal notes attached to a guest contact record. Add notes to any guest contact, visible alongside the conversation for quick reference during a call or message. They persist across stays with that guest and write back to Mews. With Cloudbeds, guest notes sync in from Cloudbeds with their real dates, and a note added in Hello Hotel is written to Cloudbeds with the same "via Hello Hotel" name prefix as reservation notes.

**Limits:** No @-tagging on guest notes. Distinct from *Reservation notes*, which belong to a single stay, and from *Internal team notes*, which live on the conversation timeline. With Cloudbeds, guest notes are add-only — a Cloudbeds guest note can't be edited or deleted from Hello Hotel — and Cloudbeds' own note categories don't exist, so there is no category picker. A note written in Cloudbeds appears in Hello Hotel the next time that contact is opened.

### Guest tags

Labels applied to guest contacts for filtering and automation. Tag guests for categorization and filtering, and use tags as automation triggers and conditions. Tags appear on the guest detail panel and in the contact list. The Manage Tags dialog handles the tag catalog — rename, recolor, or delete across all contacts, with usage counts so the impact of a change is visible before making it. Requires nothing. Reservation-driven tagging via Automations requires a PMS connection (Mews or Cloudbeds).

**Limits:** No nested tags or tag groups. Tags do not sync to Mews. No automatic tagging rules outside of Automations.

**Documentation:** [Managing Contact Tags](https://help.hellohotel.co/en/articles/51-managing-contact-tags)

### View guest in PMS

A direct link from a guest's detail panel to their record in the PMS. One click opens the guest's record in Mews for anything Hello Hotel does not surface. Each reservation on the guest detail panel also carries its own link straight to that reservation in the PMS — in Mews and in Cloudbeds. Requires Mews or Cloudbeds connection.

**Limits:** With Cloudbeds there is a link to each booking but no link to the guest profile — Cloudbeds has no guest-profile page to link to.

### Contact source indicators

A marker showing where each contact came from. Identifies each contact as originating from PMS sync, CSV import, or manual entry, so the team knows how much to trust the data. One of your own Hello Hotel numbers can also appear as a contact; it takes the line's name and is marked "Organization Phone" so it isn't mistaken for a guest. A number belonging to another organization on Hello Hotel gets no such label and never receives campaigns or automations.

**Limits:** No filtering the contact list by source. Does not record which team member created a manual contact. An organization-line contact's name follows the line's name until someone edits it by hand, after which the edited name wins.

## Phone System & Call Routing

### Organization-owned phone numbers

Phone numbers belong to the property, not to individual staff. The number, its conversation history, and all guest context stay with the organization when team members join or leave. No number lives on a personal device or in a personal account.

**Limits:** A number can't be taken with someone when they leave — ownership stays with the organization even where access is granted to one person.

**Documentation:** [Getting Your Phone Number](https://help.hellohotel.co/en/articles/17-getting-your-phone-number)

### Multiple numbers per organization

Add as many phone numbers to an organization as the property needs. Each number carries its own settings, routing configuration, greetings, and team assignments, so a property can run separate lines for front desk, reservations, or a second property without a second account.

**Limits:** The app sets no cap on how many numbers an organization can hold; cost is the practical limit. Numbers do not share routing configuration — each is configured independently, and there is no bulk configuration across numbers. Only owners and managers can buy or remove a number; members can still rename, reorder, and change a number's settings and emergency address.

**Documentation:** [Getting Your Phone Number](https://help.hellohotel.co/en/articles/17-getting-your-phone-number)

### Phone number porting

Bring an existing hotel phone number into Hello Hotel. Transfers are handled through Telnyx with end-to-end status tracking inside the app, so the property keeps the number already printed on signage, OTA listings, and past confirmations. Requires authorization from the current carrier and matching account details.

**Limits:** Port timelines are set by the losing carrier, not by Hello Hotel. Not all number types can be ported. No partial porting of a number range. Only owners and managers can start a port or see port requests, because a request carries the carrier account number and PIN.

**Documentation:** [Porting Your Phone Number](https://help.hellohotel.co/en/articles/39-porting-your-phone-number)

### Booking platform phone numbers

Numbers dedicated to OTA channels, managed alongside direct guest numbers. Phone numbers tied to booking platforms such as Airbnb and VRBO sit in the same organization as direct lines, so OTA guest communication stays in one inbox rather than in each platform's own messaging tool.

**Limits:** Not an integration with Airbnb or VRBO messaging — these are ordinary phone numbers designated for OTA use, not a connection to the platforms' in-app inboxes. Does not pull OTA reservation data.

### Number display customization

A name and icon on each number so staff can tell lines apart. Assign a display name and icon per phone number, shown across the inbox and settings for everyone in the organization.

**Limits:** Does not change outbound caller ID as seen by guests — this is an internal label only.

### Multi-step team routing

Sequential rules deciding who rings when a call comes in. Build ordered routing steps for each number. A step rings one or more team members simultaneously for a configurable **5–120 seconds** before falling through to the next step. Anyone already on a call is passed over, so the call moves to the next available person rather than ringing a busy line. When all steps are exhausted, the call goes to voicemail.

**Limits:** No skills-based or round-robin distribution. No schedule-aware routing that changes by time of day or day of week. No queueing — callers are not held in line for the next available person.

**Documentation:** [Setting Up Call Routing](https://help.hellohotel.co/en/articles/10-setting-up-call-routing)

### Per-user notification method

A per-person setting inside a routing step controlling how they're reached. For each team member in a routing step, choose in-app notification or forwarding to their cell phone. This is a routing-step-level setting, distinct from number-level *Call forwarding*. Requires a verified phone number on the user's profile for cell forwarding.

**Limits:** Cannot use both methods for one person in the same step. Availability is controlled by routing membership rather than a schedule — remove someone from the routing and they stop being reached. There is no automatic time-based quiet hours.

**Documentation:** [Setting Up Call Routing](https://help.hellohotel.co/en/articles/10-setting-up-call-routing)

### Require press 1 to accept

A confirmation keypress before a forwarded call connects. Optional per team member. The person must press 1 to be connected, which prevents a guest call from dropping into their personal voicemail when they don't pick up. Requires call forwarding to a cell phone.

**Limits:** No custom prompt wording. Applies to forwarded calls only, not in-app notifications.

**Documentation:** [Setting Up Call Routing](https://help.hellohotel.co/en/articles/10-setting-up-call-routing)

### Calling tree (IVR)

A phone menu that routes callers based on the key they press. Plays a custom greeting and offers **up to 9 options**. A new option starts on **this number's own team routing**, which can be changed. Each option can route to specific team members, another phone number, voicemail, AI Assist, or **this number's own team routing** — so, say, option 2 can run the line's normal routing steps and voicemail fallback while the other options go elsewhere. The digit a caller pressed, and where it sent them, are recorded on the call and shown on the call in the conversation and call history, including when the caller pressed nothing or hung up during the menu. In the web app now; in the mobile app after the next mobile release. The tree can be switched on or off; switching it off keeps the menu, and switching it back on restores it as it was.

**Limits:** Single level only — no nested submenus. No speech recognition; keypad input only. The menu does not vary by time of day — switching it on or off is manual.

**Documentation:** [Setting Up a Calling Tree](https://help.hellohotel.co/en/articles/11-setting-up-a-calling-tree)

### Spam call screening

Suspected spam calls diverted to voicemail automatically. Calls from numbers flagged as potential spam go straight to voicemail rather than ringing the team. Anyone in the guest contact list is whitelisted and never filtered.

**Limits:** No manual block list or allow list beyond the contact-book whitelist. No adjustable sensitivity. Screened calls are diverted, not rejected — they still land in voicemail.

### Inbound call recording

Automatic recording of calls coming in to the property. Records all inbound calls and logs the recording in the guest's conversation thread, giving the team context after the fact and supplying training data for AI features. The Inbound Call Recording switch is in each number's settings, under **Phone Settings → Routing**, and is on by default for every number. Every recording is transcribed — see *Call transcription*.

On a line with recording on, callers hear a short **recording notice** before anything else — before the greeting, the calling tree, the team's phones, or the AI agent. Each line chooses the **default message** ("Thanks for calling. This call is being transcribed and recorded."), **its own message** (up to 300 characters), or **no notice**, for a line whose greeting already says it; the default is on for every recording line. A choice of four voices, a preview button, and a warning when a custom message doesn't mention recording sit on the same card. Calls silenced as spam skip the notice, and a caller who hangs up during it counts as a missed call.

**Limits:** Inbound only. Outbound calls are deliberately not recorded, because two-party consent requirements vary by state. No per-call opt-out once enabled. No configurable retention period. The notice is not part of the recording — recording starts when someone answers. Recording-consent requirements vary by state and are the property's responsibility; the notice helps, but choosing "no notice" or wording a custom one is the property's call.

**Documentation:** [Making and Receiving Calls](https://help.hellohotel.co/en/articles/25-making-and-receiving-calls) · [Call Recording and Transcription](https://help.hellohotel.co/en/articles/70-call-recording-and-transcription)

### Call transcription

A written transcript of every recorded inbound call, laid out by who was speaking. When inbound call recording is on for a number, each answered inbound call is transcribed automatically after it ends and the transcript is kept with the call. Opening the call from the conversation thread shows a Transcription tab with the recording player, the AI summary when there is one, and the transcript as a two-sided exchange — the caller on one side, the person who answered on the other — because each side of the call is recorded on its own channel. Long calls are transcribed in full. The transcript is what the AI reads: call summaries are generated from it, and AI Assist falls back to it while a summary is still being written — see *AI summaries on voicemails and calls* and *AI Assist*. Requires inbound call recording turned on for the number — it is on by default.

**Limits:** Not a separate switch — transcription comes with inbound call recording and can't be turned on or off on its own; turning recording off stops transcripts too. Inbound only, because only inbound calls are recorded (see *Inbound call recording*). A missed call has no transcript because it has no recording; a voicemail left instead is transcribed separately (see *Voicemail transcription*). English only. The transcript is not shown inline in the thread — it lives in the call's details. No manual correction of a transcript. Accuracy degrades on poor-quality audio and heavy accents.

**Documentation:** [Call Recording and Transcription](https://help.hellohotel.co/en/articles/70-call-recording-and-transcription)

### Call forwarding

A number-level fallback sending calls to an external phone. Forward a number's calls to team members' personal devices or an outside number, covering periods when the team is offsite or unavailable. Distinct from *Per-user notification method*, which sets forwarding for one person inside a single routing step. Requires a verified destination number.

**Limits:** No schedule-based automatic switching. Forwarded calls do not carry Hello Hotel guest context to the receiving device beyond caller ID.

**Documentation:** [Setting Up Call Routing](https://help.hellohotel.co/en/articles/10-setting-up-call-routing)

### E911 emergency address

A verified physical address attached to each number so 911 routes correctly. Each phone number carries a validated emergency address. Validation runs through Telnyx, with smart suggestions when an address fails and one-click retry. Requires a valid, verifiable physical address.

**Limits:** Does not auto-detect the caller's location — the address is static per number, so a call placed from elsewhere still reports the registered address. No dispatchable location detail below the address level (floor, room).

**Documentation:** [Setting Your E911 Emergency Address](https://help.hellohotel.co/en/articles/46-setting-your-e911-emergency-address)

### Hardware desk phones

Physical SIP desk phones registered to your organization, ringing on the same routing as everything else. Each device registers against your organization's Telnyx connection with its own credential, and shows as online or offline in **Organization Settings → Hardware Phones**. Inbound calls reach a device through a hardware-phone step in the number's routing tree. Outbound calls from a device go out with your organization's phone number as caller ID, not the device's SIP address. Staff can dial each other directly with **1–6 digit extensions** scoped to your organization. Requires a supported SIP desk phone and an organization Telnyx connection.

**Limits:** **Office phones only — room phones are not built.** Per-room E911 addresses, message-waiting indicators, do-not-disturb, wake-up calls, and zero-touch provisioning all belong to that unbuilt phase. Desk phones can't place international (outside North America) or premium-rate 900/976 calls. 911 can never be used as an extension. Online/offline status is inferred from call activity rather than live registration, so a device that hasn't placed a call recently may look stale.

**Availability:** Shipped, office phones only.

### Number reordering

Manual control over the order numbers appear in. Arrange phone numbers into a preferred order within organization settings.

**Limits:** Order is organization-wide, not per user. No sorting by activity or name.

## Voicemail

### Centralized voicemail inbox

A dedicated screen listing every voicemail for the property. Sortable list showing customer name, status, duration, and date. Filter to Unresolved or view All. The full-depth counterpart to the dashboard Voicemails card.

**Limits:** No folders or custom categorization. No assignment of a voicemail to a specific team member. No bulk resolve.

**Documentation:** [Managing Your Voicemail](https://help.hellohotel.co/en/articles/12-managing-your-voicemail)

### Voicemail transcription

Every voicemail automatically converted to text. Transcriptions appear inline in the conversation thread and in the voicemail detail panel, so the team can read a message rather than listen to it. The transcript is made from the saved recording just after the voicemail lands, then the summary follows. A caller who goes quiet isn't cut off — the message runs until they hang up, up to 60 seconds.

**Limits:** English only. No manual correction of a transcript. Accuracy degrades on poor-quality audio and heavy accents.

**Documentation:** [Managing Your Voicemail](https://help.hellohotel.co/en/articles/12-managing-your-voicemail)

### Voicemail playback

An in-app audio player for voicemail recordings. Play, rewind, forward, and volume controls, available from both the voicemail list and the conversation thread.

**Limits:** No playback speed control. No download of the audio file.

**Documentation:** [Managing Your Voicemail](https://help.hellohotel.co/en/articles/12-managing-your-voicemail)

### Voicemail resolution workflow

A tracked path from voicemail received to voicemail handled. Resolve directly from the detail panel. Call Back dials the guest immediately. Mark as Resolved clears it from the unresolved queue. The app records which team member resolved each one.

**Limits:** No reopening a resolved voicemail. No notes attached to a resolution. No SLA or aging alerts on unresolved items.

**Documentation:** [Managing Your Voicemail](https://help.hellohotel.co/en/articles/12-managing-your-voicemail)

### Voicemail in conversation thread

Voicemails shown inline in the guest's conversation rather than only in a separate queue. Each voicemail appears in the thread with a transcription preview, duration, and resolution status, so the team sees it in the context of everything else that guest has said.

**Limits:** No filtering a thread to voicemails only.

**Documentation:** [The Conversation Screen](https://help.hellohotel.co/en/articles/14-the-conversation-screen)

### Voicemail greetings

Custom greetings callers hear before leaving a message. Set greetings per phone number and keep multiple versions for different scenarios — after hours, sold out, holiday. Upload an audio file or record directly in the app. A recording can run up to 2 minutes, and an uploaded file can be up to 10 MB — MP3 or mono WAV fits comfortably; a long CD-quality stereo WAV may not. The same limits apply to call greetings, calling-tree greetings, and ringback.

**Limits:** No automatic switching between versions by schedule — changing the active greeting is manual. No text-to-speech generation.

**Documentation:** [Voicemail Greetings](https://help.hellohotel.co/en/articles/13-voicemail-greetings)

### Time before voicemail

How long a call rings before rolling to voicemail. Configurable per phone number, and per routing step where you want a step to ring longer or shorter than the default. A team member who answers just after the ring time runs out — up to 20 seconds — still gets the caller if the caller is still hearing the voicemail greeting: the greeting stops and the call connects. Once the caller has started leaving a message, the late answer is turned away.

**Limits:** Does not vary by time of day.

**Documentation:** [Setting Up Call Routing](https://help.hellohotel.co/en/articles/10-setting-up-call-routing)

## Audio & Greetings

### Call greeting

A message that plays to the caller before any ringing starts. Optional per number. Useful for property announcements, hours, or hold messaging. Supports multiple saved versions, added by upload or in-app recording.

**Limits:** Plays to every caller — no targeting by caller or time of day. No automatic version switching by schedule. No text-to-speech generation.

### Ringback tone

The sound a caller hears while waiting for someone to pick up. Defaults to the standard US ringtone. Upload custom audio for a branded hold experience.

**Limits:** No library of built-in alternatives — custom means uploading a file. Does not vary by number or time of day.

## Automations

### Automation engine

A workflow builder that runs guest messaging without anyone touching it. Each automation is a trigger, optional conditions, optional delays, and one or more actions. Workflows follow a DAG (directed acyclic graph) structure, so paths can branch and run in parallel rather than only in a straight line. Guest and reservation data is captured when the automation triggers and is not refreshed while it runs, so conditions, actions, and variables all resolve against that snapshot. Requires nothing for the builder itself. Most useful triggers and conditions require a PMS connection (Mews or Cloudbeds).

**Limits:** No loops or repeating steps within a single run. No documented cap on active workflows per organization. No version history or rollback on a workflow. No test-run or simulation mode before activating.

**Documentation:** [Using Actions](https://help.hellohotel.co/en/articles/7-using-actions) · [Automations Not Firing or Delayed](https://help.hellohotel.co/en/articles/65-automations-not-firing-or-delayed)

### Triggers

The event that starts an automation. Automations fire on: scheduled time, custom recurring schedule, inbound message received, missed call (a guest called and nobody answered), reservation status change, space status change, new reservation created, check-in upcoming, check-out upcoming, online check-in completed (with a per-day texting window), guest checked out, or guest tag added. Requires a PMS connection (Mews or Cloudbeds) for reservation, check-in, and check-out triggers; Mews for the space-status trigger; Mews, or Cloudbeds with Guest Experience links on, for the online-check-in trigger.

The space-status-change trigger fires when a room's housekeeping status changes in Mews — Clean, Dirty, Inspected, Out of service, or Out of order — and can be limited to one status or fire on every transition.
A same-day nudge for arrivals who haven't checked in online is built from a daily scheduled trigger plus the online-check-in condition — there is no separate "arriving today" trigger.
The guest-tag-added trigger fires however the tag arrives — from the contact detail panel, from the bulk tag action on the contacts screen, or from a Zapier update.
The guest-checked-out trigger has two timing modes: a set number of hours after checkout, or a specific local time a set number of days after. A guest counts as departed once Mews records an actual check-out date or marks the reservation processed; cancelled reservations never qualify.
The inbound-message trigger fires on SMS only. A message from the web chat widget never starts an automation — deliberately, so SMS auto-reply workflows don't fire at website visitors — and neither does a WhatsApp message.
**Timing.** Triggers that depend on the PMS fire when the change reaches Hello Hotel from the PMS. Mews normally sends a webhook within seconds. When a webhook is missed, a background job runs every five minutes and picks up whatever is outstanding, so the trigger fires on that pass instead — and Mews can take its own moment to send the webhook in the first place. In practice a PMS-driven automation runs within seconds and occasionally takes a few minutes. Triggers that don't involve the PMS, like inbound message and guest tag added, are not affected. With Cloudbeds, reservation webhooks arrive the same way, and the backstop sync runs every hour rather than every five minutes — so a change Cloudbeds didn't report (including a booking created and never edited) can take up to an hour to fire its trigger.
**PMS differences.** The space-status-change trigger is Mews only — Cloudbeds doesn't push housekeeping changes. The online-check-in-completed trigger works on Mews, and on Cloudbeds when Guest Experience links are switched on (it fires within about five minutes of the guest's card landing — see *Integrations → Cloudbeds PMS*). Switching that toggle off doesn't pause workflows already using the trigger. The editor hides triggers the connected PMS can't serve.

**Limits:** No trigger on outbound message sent or voicemail received. No trigger on call completed — the workflow editor offers none, although the engine docs describe an internal `voice_call_completed` event for the AI voice agent that is not exposed. No webhook-inbound trigger — external systems use the Zapier/Webhooks endpoints instead. Reservation-based triggers do not fire without a PMS connection. The guest-tag-added trigger fires when a tag is newly added to an existing guest — including a tag that was removed earlier and added back. Applying a tag a guest already carries does nothing (for example, bulk-tagging a list that includes guests who were tagged earlier). Creating a guest with tags already on them — a new contact, a CSV import, or a Zapier create — does not count as adding them; only tags added after the guest exists do.

**Documentation:** [Scheduled Automations](https://help.hellohotel.co/en/articles/6-scheduled-automations) · [Inbound Message Trigger](https://help.hellohotel.co/en/articles/3-inbound-message-trigger) · [New Reservation Created Trigger](https://help.hellohotel.co/en/articles/4-new-reservation-created-trigger) · [Reservation Status Change Trigger](https://help.hellohotel.co/en/articles/5-reservation-status-change-trigger) · [Check-in and Check-out Upcoming Triggers](https://help.hellohotel.co/en/articles/1-check-in-and-check-out-upcoming-triggers) · [Online Check-in Completed Trigger](https://help.hellohotel.co/en/articles/48-online-check-in-completed-trigger) · [Guest Checked Out Trigger](https://help.hellohotel.co/en/articles/67-guest-checked-out-trigger) · [Guest Tag Added Trigger](https://help.hellohotel.co/en/articles/2-guest-tag-added-trigger) · [Automations Not Firing or Delayed](https://help.hellohotel.co/en/articles/65-automations-not-firing-or-delayed)

### Conditions

Logic gates that decide whether a workflow continues down a path. Check guest profile fields, tags, reservation status, room (space) status, payment and billing, identity and compliance, booking channel, specific booking source (Airbnb vs. Booking.com), date relative to check-in (reservation started N days ago), day of the week, or time of day. Conditions branch into "if true" and "if false" paths. The guest profile condition includes **Prefers WhatsApp**, so a workflow can send WhatsApp to guests who prefer it and SMS to everyone else; it's offered while WhatsApp is connected. Requires a PMS connection (Mews or Cloudbeds) for reservation, room, payment, and booking-source conditions.

**Phone Number Region** branches on where the guest's phone number is from — inside or outside the hotel's own country, or inside or outside a list of countries you pick — so a workflow can text local guests and email (or send a WhatsApp template to) international ones. "The hotel's country" is worked out from the line the workflow sends from, or pinned to a country in the condition; the editor shows which country it resolved to and warns when your lines span more than one. Matching can be by country or by dialing code, so a US hotel can treat all of +1 as local. A guest with no number, or one that can't be parsed, matches neither branch. Works without a PMS.
**Room condition** (Cloudbeds only) checks the guest's assigned room against the Cloudbeds housekeeping board at the moment the condition runs — clean or dirty — the Cloudbeds counterpart of the Mews space-status condition. A room not on the board matches neither branch.
**Booking source** is also how to route Airbnb guests, whose reservations have no email and so can't get a Mews check-in link (see *Personalization variables*): one pre-arrival workflow, a Booking Source condition on Airbnb, the Airbnb branch texts the guest their RemoteLock door code — Airbnb has already verified the guest and taken payment — and everyone else gets the check-in link.

**Limits:** No custom expressions or formulas. Cannot reference data from outside Hello Hotel and the connected PMS. No condition on prior message history or response status. With Cloudbeds, the editor hides what Cloudbeds can't answer: space status (use Room condition instead), card on file and pre-authorization, and identity documents — and whether the guest checked in online, unless Guest Experience links are switched on (see *Integrations → Cloudbeds PMS*). A workflow saved with one of those under Mews is flagged rather than silently evaluating to "never" if the property switches PMS.

**Documentation:** [Using Conditions](https://help.hellohotel.co/en/articles/8-using-conditions)

### Delays

Timed pauses between workflow steps. Wait a fixed duration, or wait until a specific time of day, before continuing. When the workflow resumes after a delay it re-pulls the reservation data, so the steps after the wait — conditions and messages — work from the reservation as it is then, not as it was when the workflow started.

**Limits:** A delay itself does not wait on the guest — to pause a workflow until the guest replies, use the guest question node instead. No maximum delay enforced by the app.

**Documentation:** [Using Delays](https://help.hellohotel.co/en/articles/9-using-delays)

### Actions

What the workflow actually does when it reaches the end of a path. Send an SMS, send an email, **send a WhatsApp template**, **send a free-form WhatsApp message**, add or remove a tag, add an internal note, or trigger a webhook. Multiple actions run in sequence or in parallel. Requires nothing for tags and notes. SMS requires 10DLC approval. Email requires a connected email account. Send WhatsApp requires a connected WhatsApp Business Account and an approved template.

The **Send WhatsApp Template** action (named Send WhatsApp until 2026-10-06) picks one of the property's approved WhatsApp templates and fills any staff-input slots with merge-field text, so a workflow can reach a guest on WhatsApp outside the 24-hour reply window — the case SMS can't cover for an international guest. It sends on the organization's WhatsApp line, skips a guest who has opted out on any channel, and fails the step (the rest of the branch still runs) if the template is paused, still pending approval, or has changed since it was approved. The action appears in the menu only when the organization has a connected WhatsApp Business Account. Execution history names the template.
The **Send WhatsApp Free-form** action sends any text, with merge fields, but only inside WhatsApp's 24-hour window — checked when the step runs, so a delay before it counts. Outside the window, or for a guest who has never messaged on WhatsApp, the step fails and nothing is sent (no fallback to a template or SMS; the rest of the branch still runs), and the editor warns about this on the step. No payment links; up to 4,096 characters.
The **email** action re-checks the guest at send time and does not send to a guest whose address is suppressed or who has unsubscribed from customer-care email — the step fails with the reason and the rest of the branch continues, the same way an SMS to an opted-out guest does. Execution history now shows whether each email was sent, blocked, or failed.
The internal note action writes a staff-only note on the guest's conversation. Names tagged with `@` in the note alert those people the same way a hand-written note does — the Tagged for you row on the dashboard, plus a push notification each. The note is attributed to the workflow rather than to a person, showing as "<workflow name> (automation)".

**Limits:** No action to place a call or leave a voicemail drop. No action to change conversation status directly (status behavior on automated sends is a setting on the SMS action, not its own action). No action to write back to the PMS. The internal note action replaced the older Create Alert action, and existing workflows were not migrated — a saved workflow still holding a Create Alert node is flagged in the editor and fails at run time rather than silently doing nothing. Automated sends are rate-limited per guest-and-line pair, so a burst of workflows cannot all fire at one guest at once.

**Availability:** Shipped. Send WhatsApp (template) shipped 2026-09-22; free-form WhatsApp 2026-10-06. WhatsApp itself is early access.

**Documentation:** [Using Actions](https://help.hellohotel.co/en/articles/7-using-actions) · [Sending Emails from Automations](https://help.hellohotel.co/en/articles/43-sending-emails-from-automations)

### Guest question

A workflow node that texts the guest a question, waits for the answer, and branches on what they say. The operator writes the message and gives it between two and five numbered options. Each numbered reply gets its own branch, alongside a branch for any other answer and a branch for no answer at all — so a "3" and a sentence and silence can each lead somewhere different. The workflow pauses at the node until the guest replies or the question closes. The operator sets how long to wait — 1 hour, 6 hours, 1 day, 3 days (the default), or 7 days — and the first reply of any kind closes the question: a valid digit takes its numbered branch, anything else takes the "other" branch, and a later digit is ordinary staff-visible text. If the time runs out with no reply, the no-answer branch runs. A question also closes, with no branch running, if the workflow is paused or the run is cancelled or fails while it is waiting. The answer is available downstream as the **Guest Answer** variable (`{{variables.answer}}`), which holds the digit the guest replied and is empty on the other and no-answer branches; it can be used anywhere a variable can, including inside a webhook's request body, so a rating can be posted straight to another system. Requires 10DLC approval, as with any automated SMS. The guest-checked-out trigger it was built for requires a PMS connection.

Replies are consumed rather than delivered. A bare digit within the question's option count still appears in the conversation thread, but it creates no unread, no push notification, no trigger, and no awaiting-reply flag — the answer routes the workflow instead of landing on the team as a message to handle. Anything that isn't a bare digit surfaces to staff normally and runs the "other" branch. A guest texting STOP is processed as an opt-out first, before any reply consumption.
Only one question can be open on a conversation at a time, and a per-organization cooldown stops the same guest being asked again too soon. Merging two guest records cancels any open question rather than leaving it waiting on a conversation that no longer exists.

**Limits:** Reply consumption is SMS only — a guest answering on another channel is not matched to the question. The engine adds no guardrail, steering, or sentiment handling of its own; the wording and the option list are entirely the operator's. Not a survey tool — one question per node, no scoring, no aggregate reporting across guests. If the guest has no phone number the node fails the run rather than skipping quietly.

**Documentation:** [Asking Guests a Question](https://help.hellohotel.co/en/articles/68-asking-guests-a-question)

### Personalization variables

Live guest and reservation data inserted into automated messages. Drop first name, room number, check-in date, door code, magic check-in link, **guest check-out link**, digital key link, **your review link**, and more into any SMS or email action. Each variable takes a fallback value so a missing field never produces a broken message. Your organization's own custom fields, added under **Organization settings → Custom fields**, work here too (see *Message variables in the composer*). Requires nothing for contact-record variables. A PMS (Mews or Cloudbeds) adds the reservation variables. A door code written into the reservation for door-code variables, with RemoteLock connected for whether it was used (see *Message variables in the composer*). Mews guest portal for magic check-in, check-out, and digital key links; with Cloudbeds, the check-in link needs the Guest Experience toggle and the other portal links don't exist (see *Integrations → Cloudbeds PMS*). The check-out link has no setting to turn on — Mews decides property-side whether a given stay is eligible for online check-out, so an ineligible guest sees that at the portal rather than getting a broken message.

The review link is an organization setting — one https URL, wrapped in a single branded short link for the property, so a review request can point guests wherever the property collects reviews.

**Limits:** No computed variables — a custom field holds one fixed value for the whole organization. Fallback values cover missing data, but there is no if/then branching in message text — use workflow conditions for that. Values resolve when the message step runs; after a delay the workflow re-pulls the reservation data first, so a send after a wait uses current reservation details (see *Delays*). Door code variables need a code written into the reservation, and digital key variables need the Mews integration that issues them. A Mews check-in link can't be created for a reservation that has no email address on it, and an Airbnb reservation arrives in Mews with no email at all — so the check-in link never resolves for an Airbnb guest, and the variable falls back like any other missing field. Bookings that carry a masked alias address (Booking.com and most other OTAs) are fine: the link needs an email to exist, not to be real. This is on the Airbnb side and won't change; the way around it is a booking-source branch (see *Conditions*). Once a reservation is checked in — by the front desk, or by Mews automatic check-in — the check-in link still generates and still opens the Mews guest portal, but the portal no longer offers online check-in.

**Documentation:** [Variables](https://help.hellohotel.co/en/articles/44-variables) · [Using Door Codes in Automations](https://help.hellohotel.co/en/articles/47-using-door-codes-in-automations)

### Live SMS segment estimate

A running segment count while writing an automated SMS. As the Send SMS action is written, the segment count updates below the field with variables resolved in real time, so it's clear before saving whether the message will send as one segment or split into several.

**Limits:** Estimates against sample variable values — a guest with an unusually long name can still push a message over the line. No cost estimate alongside the segment count. The readout and the conversation composer share one definition of the 10-segment carrier cap, so a message that reads as sendable here is sendable there.

### Conversation status on automated sends

Control over whether an automated message pulls staff attention. Choose whether an automated SMS marks the conversation as new — surfacing it in the inbox — or sends quietly without changing status or bumping the conversation. Conversations already flagged Follow Up keep that status either way. Built for routine updates that shouldn't create work.

**Limits:** Not configurable per guest or per condition — it's a setting on the action. Available on both the SMS and email actions.

### Action-failure notices

Visible reporting when an automation can't complete an action. When an action fails — texting a guest with no phone number on file, for example — the Needs Attention widget flags the automation, the guest, and the reason, so a silent failure becomes a visible one. Click through to the exact run that caused it.

**Limits:** No automatic retry of a failed action. No email or push alert when a failure occurs — it surfaces on the web dashboard only. No aggregate failure-rate reporting per workflow.

**Availability:** Shipped, web only.

**Documentation:** [Needs-Attention Notices](https://help.hellohotel.co/en/articles/53-needs-attention-notices)

### Per-guest dedupe

A guard stopping one guest from getting the same automated message twice. On the online check-in completed, scheduled, check-in, and check-out triggers, an optional toggle prevents the trigger firing more than once per guest per day or per reservation.

**Limits:** Not available on all triggers — only the four listed. No global per-guest message frequency cap across different workflows.

### Bounded custom schedules

Limits on how long and how often a recurring schedule fires. Custom recurring schedule triggers support an intra-day window (every 15 minutes from 11:00 AM to 11:00 PM) and a recurrence horizon (stop firing after a chosen end date), so a high-frequency automation can be scoped rather than running forever.

**Limits:** No day-of-week exclusions within a custom schedule. No timezone override — schedules run in the property's timezone.

**Documentation:** [Scheduled Automations](https://help.hellohotel.co/en/articles/6-scheduled-automations)

### Any/All audience matching

AND vs. OR logic across a workflow's audience filters. Combine audience filters with a single Match Any / Match All toggle.

**Limits:** One toggle for the whole filter set — no mixing AND and OR within the same group, and no nested filter groups.

**Documentation:** [Using Conditions](https://help.hellohotel.co/en/articles/8-using-conditions)

### Workflow validation warnings

Pre-save checks catching half-configured steps. The builder flags conditions or actions that aren't fully configured before saving, so an incomplete workflow doesn't quietly run in the background.

**Limits:** Warns but does not block saving. Does not catch logical errors — a workflow can be fully configured and still do the wrong thing.

### PMS-aware editor

The builder hides what the account can't actually use. Triggers, conditions, and reservation variables that depend on a PMS connection are hidden when the account isn't connected to one. Workflows requiring a PMS show a clear "Needs PMS" badge in the automations list. The editor also knows *which* PMS is connected: options only one PMS can serve — Mews' space status and online check-in, Cloudbeds' room condition, the links each PMS offers — are hidden for the other, and a workflow that would need an unsupported option is refused when you try to activate it.

**Limits:** Does not migrate or repair workflows if a PMS connection is later removed.

### Workflow trigger labels

Automated messages identify which workflow sent them. Every automated message in a conversation is labeled with its source workflow, so any message can be traced back to the automation that produced it.

**Limits:** Label is visible to staff only, never to the guest. Does not link to the specific run.

### Workflow descriptions

A written explanation attached to each automation. Add a description covering what a workflow does and why. Descriptions show in the automations list and are editable from the builder, so as the library grows the team knows which workflow to touch and which to leave alone.

**Limits:** Free text only — no structured owner, tags, or last-reviewed date. Not searchable from the automations list.

## Web Chat

### Embeddable web chat widget

A chat widget a hotel embeds on its own website so visitors can start a conversation without picking up the phone. Loads as an iframe via a small script and a publishable key, with a settings page offering setup cards and a live preview. A visitor's conversation lands in the same shared inbox as calls and texts. A health endpoint and kill-switch let the widget be disabled without touching the host site. Room-search results show the rates behind the property's **booking engine URL** set on the AI agent page — the same rate set, priced for the party size, that the dates-prefilled "Book now" link lands on, so a visitor never sees one price in chat and another at checkout. A Mews property with no booking engine URL can't turn room search on — the toggle is disabled with a notice until the link is set. A Cloudbeds property's results come straight from Cloudbeds' availability, taxes and fees included. Each result is a full listing rather than a rate lookup: room images, multiple rates for the same room, and a direct booking link carrying accurate pricing — so a visitor can go from an availability question to a completed reservation without leaving the chat. Staff replies chime once each rather than on every poll. Requires a snippet of script on the hotel's own website. For room search: Mews with the booking engine URL set in AI agent settings, or Cloudbeds.

With live human chat on, a property can let visitors **skip the contact form during business hours** (a toggle in the Live human chat card, off by default): the visitor sees just a message box and a Start chat button, can switch to the full form if they'd rather be texted or emailed back, and lands in the inbox as "Website visitor" with no contact details. Staff reply in the chat only, and only while the session is open (24 hours after the last message). Business hours come from the same card — with none set, it counts as always open — and if hours close while a visitor has the widget open, the full form comes back with their message kept. A **privacy notice** sits under the message box in every view — "By chatting with us, you agree to our Privacy Policy" — with a popover saying the chat may be monitored and recorded, and, in the AI view, that replies may be written by an AI assistant. The link is the policy URL set in web chat settings, or else the privacy link from the property's texting registration; with neither, no notice shows. The settings card suggests privacy-policy wording to copy (marked as not legal advice).

**Limits:** Standard iframe embed only; no alternate embed formats. A visitor's message does not start automations — the inbound-message trigger is SMS only (see *Triggers*). An anonymous visitor can't be texted or emailed afterwards — once the chat session ends, there's no way back to them unless they left details.

**Documentation:** [Adding Web Chat to Your Website](https://help.hellohotel.co/en/articles/63-adding-web-chat-to-your-website)

### Web chat AI mode

An AI that answers website visitors in the chat widget directly, with no staff member in the loop. When enabled for an organization, a visitor opens the widget straight into an anonymous AI conversation with no contact form first, and the AI answers from the property's knowledge base. When the AI hands a visitor to a person, staff see a summary of the conversation so far and can read the full transcript. Replies are plain text, with links kept. Everyday guest questions it used to refuse, such as "Can I pay with a credit card?", are now answered; it still refuses anything asking for card numbers or security codes. When it can't answer, it says so plainly and offers to connect the visitor with staff. When it needs to look something up, the visitor sees a "let me check…" line straight away, then the answer. A "Talk to a human" escape is always present and becomes prominent if the AI declines to answer. Sessions persist so a returning visitor sees their history, and idle sessions are closed automatically. A session stays open for 24 hours and can be resumed for up to 7 days, with the access token rotated each time it restarts. Live sessions surface in the inbox, with a history tab for past ones. Requires the web chat widget installed on the hotel's site, and an AI knowledge base worth answering from.

**Limits:** **Materially different from AI Assist, which never sends without human review** — this one replies to website visitors on its own. No reply is suggested to staff on a handoff; they can draft one with AI Assist. No streaming replies — the visitor sees a thinking indicator, then the full answer. No personal information is collected before escalation. **Anything in a knowledge-base entry can be given to any website visitor** — including door or Wi-Fi codes written into an entry — so keep codes meant only for registered guests out of the knowledge base.

**Documentation:** [How Web Chat AI Mode Works](https://help.hellohotel.co/en/articles/64-how-web-chat-ai-mode-works)

## AI Agent

### AI Assist

An AI that drafts replies to routine guest questions for staff to review. Available on every Hello Hotel account. Drafts answers using live guest and reservation context from the PMS. **In the shared inbox, a person reviews, edits, and sends every message — nothing reaches a guest unreviewed.** With a PMS connected, the agent answers real-time availability questions ("do you have rooms tomorrow night?") using the property's local timezone for date boundaries. For a Mews property the rates come from the booking engine behind the URL on the AI agent page, matching the booking link that accompanies them; for a Cloudbeds property they come from Cloudbeds' own availability. Drafts are delivered as plain text — no stray asterisks or markdown around a Wi-Fi password or room name. When a departed guest says thanks or asks where to leave a review, the draft can include the property's review link (from Organization settings), and it won't offer one on an open complaint or a future stay. A checked-in guest asking about check-out gets the online check-out link in the draft, the same way a check-in question resolves the check-in link. Automated texts the guest received in the past seven days count too (up to 20), so a guest replying "around 3pm" to an automated arrival-time question gets a draft that understands it. Calls and voicemails from the past seven days count as part of the conversation, placed in order alongside the texts, so a draft written right after a call answers the call rather than the guest's older message. If staff promised something on that call — rates, availability — the draft delivers it instead of repeating the promise, and a check-in question asked on the phone still resolves the check-in link. A call whose summary is not ready yet falls back to its transcript, so the draft is useful immediately after hanging up. Requires nothing for basic drafting. A PMS (Mews or Cloudbeds) for reservation context. For availability answers: Mews with the booking engine URL set in AI agent settings — without it a Mews property gets no availability answers — or Cloudbeds. Answers get better the more you add to the AI knowledge base — the agent draws directly from it.

**Limits:** Does not send autonomously — in the inbox, a person reviews and sends every message. Does not take bookings, modify reservations, or process payments. Does not handle voice calls — see *Voice AI*. Can't put a check-in link in a draft for an Airbnb guest — the Mews link needs an email on the reservation and Airbnb bookings have none (see *Integrations → Mews PMS*); the way to control what the draft says instead is a knowledge-base entry on how Airbnb guests check in.

**Documentation:** [About the AI Agent](https://help.hellohotel.co/en/articles/40-about-the-ai-agent)

### AI knowledge base

The property-specific information the agent answers from. Property, room, and service data syncs automatically from the PMS — Mews or Cloudbeds — every hour while the AI is on. From Mews: property details, room types, inventory, active services, check-in and check-out times, and occupancy. From Cloudbeds: property details and address, check-in and check-out times, one entry per room type with how many it sleeps, occupancy, and amenities. Add custom entries (title up to 200 characters, text up to 8,000) for house rules, local recommendations, and the questions the team answers repeatedly. Point the agent at up to 50 website pages per property — web pages or PDFs at a link — to import their content; pages are re-fetched every seven days, a page that keeps failing raises a notice on the dashboard, and the last good copy stays in use meanwhile. Each page is split into individual answers that quote the page, and the agent reads those rather than the whole page. A whole page or a synced PMS entry can be overridden with your own wording; delete the override and the original comes back. Removing a page needs an owner or manager. When the team, the PMS, and the website disagree about the same thing, the team's entry wins, then the PMS, then the website — so a website saying check-in is at 4 PM is ignored when Mews says 3 PM. Requires Mews or Cloudbeds for automatic property, room, and service sync. Custom entries and website pages work without a PMS.

The AI agent settings page shows when the agent last synced, flags changes not yet synced, and has a **Sync agent now** button (six times an hour). The persona and instructions field now sits in the main AI Agent card, and applies to AI replies, web chat, and phone calls; the drafting card is now called **AI replies**.
A **Knowledge Base** tab lists everything the agent knows in three sections — PMS, Website, and Manual — with search and filters. Synced and website entries are read-only; to change one, override it with your own entry, or mark it **Ignore** so the AI doesn't use it. An overridden entry shows as overridden, and says so when the source has changed since. Each PMS entry links to the property in Mews or Cloudbeds. When you override a synced entry, you choose which topic your version files under. Each website page is listed with the answers extracted from it nested underneath, and the PMS, Website, and Manual sections can each be collapsed. A **Content Review** tab works through 39 questions guests commonly ask, in seven topics — check-in and check-out, amenities, parking and getting here, booking, policies, contact and support, and local area — with a coverage bar. Answer each, or mark it not applicable (which tells the AI, for example, that there's no pool). Where Mews or the website already answers a question, it shows that answer with the option to override or ignore it. **Scan your website with AI** gets a new property started: give it the hotel's website and it reads up to 20 pages, drafts answers to the Content Review questions — each quoting the page it came from — and lets you tick, edit, and keep them; kept answers become your own manual entries (nothing stays linked to the site, unlike an imported page). Questions you've already answered or marked not applicable are left alone, and rates are never drafted. Drafts wait 24 hours; up to five scans an hour per organization. You can add your own categories alongside the built-in topics (names up to 60 characters); deleting one moves its entries rather than losing them, and needs an owner or manager. When the PMS, the website, and the team's entries give materially different answers to the same question, Content Review flags a **conflict** showing each version and which one the AI is using; an owner or manager picks one or writes their own, and it reopens if the losing source changes later. Owners and managers can **export** the knowledge base as CSV or JSON and **import** a CSV, Excel, or JSON file (up to 2,000 rows), with a review screen showing what each row will do before anything changes; synced PMS entries can't be changed by import. An import also matches each answer to the Content Review questions, so imported answers count as covered; a row whose title matches an existing entry updates it unless you choose Skip. If the matching step fails, the import waits with a Retry button. **Test Your AI** opens from AI agent settings or the Knowledge Base tab: ask a question the way a guest would and see the answer and which entries it used, with a link to fix a wrong one. It checks live availability and rates the same way web chat does — and says why when the property can't (no PMS, or Mews without a booking engine URL) — and follow-up questions work in context, up to the last ten exchanges.

**Limits:** Does not answer from general web content — only synced PMS data, custom entries, and imported pages. No file upload — a PDF has to be at a web address to be added, and a scanned PDF with no text can't be read (only the first 50 pages are read). Rates never go into the knowledge base, from either PMS. Up to 30 Test Your AI questions an hour per person (a follow-up counts as one), and each one counts toward the property's AI usage, as does a website scan. Delete and Remove on the Knowledge Base tab take effect without a confirmation step. Rate plans are no longer a knowledge entry — the agent gets rate names and prices only from a live availability check, so it can't name a rate the booking engine doesn't sell.

**Documentation:** [About the AI Agent](https://help.hellohotel.co/en/articles/40-about-the-ai-agent)

### Booking engine URL

The field in AI agent settings holding a Mews property's booking engine link — the only place Hello Hotel gets Mews rates and availability from. Supplies the destination for the one-tap booking link the agent appends to an availability answer, with the guest's dates pre-filled so they don't retype them. Set it once in AI agent settings and it applies wherever a booking link is offered. **The link is the switch:** a saved booking engine URL turns rate quotes on — there is no separate toggle any more. The field is labelled **Date-filled availability links** with an On / "Off until a link is added" marker, it shows even when Booking is off, and clearing it asks you to confirm before quotes stop. A separate **Booking website** field sets the link the AI offers for booking; leave it empty and the AI takes bookings by phone only. It is also the **only rate source** for a Mews property: the booking engine ID inside the URL is used to fetch that engine's exact rate set for AI Assist availability answers, Voice AI, and web chat room search, so the rates quoted match the rates the link lands on. Only room types and rates on the booking engine's own lists are quoted — a rental such as a kayak in the same Mews service is never offered as a room — and a rate that totals $0 never is — if Mews returns no rate list, nothing is quoted rather than something wrong. Dates are the property's local nights, so a property west of UTC is no longer priced for the night before. Requires nothing to set. Availability answers require Mews with this URL set, or Cloudbeds.

**Limits:** Without a valid booking engine URL, a Mews property gets **no** rate or availability answers at all — the AI tells the guest it can't check availability, and the room-search toggle in web chat and AI agent settings is disabled with a notice explaining that the link is needed. There is no longer a fallback to the property's public rates. Does not accept multiple URLs, and does not vary by rate plan or room type. A Cloudbeds property has one booking engine and Hello Hotel reads it directly. On a Cloudbeds property the field is optional: it holds the link the AI shares when a guest wants to book, which is usually the booking page on the hotel's own website rather than the booking engine itself. Leaving it empty is fine.

**Availability:** Shipped. Required-for-rates since 2026-09-22.

**Documentation:** [About the AI Agent](https://help.hellohotel.co/en/articles/40-about-the-ai-agent)

### AI-drafted follow-up messages

On-demand AI drafting of the next message in any conversation. Ask the agent to draft a reply in any guest conversation, informed by the full conversation history and reservation context. Steer it with one-tap controls — make it shorter, more formal, more friendly — or type specific direction into a feedback field and have it redraft. A draft can also start from a snippet — see *Snippets*. Staff review, edit, and send.

**Limits:** Does not send without review. Refining a draft replaces it rather than producing alternatives side by side, so there is nothing to compare against.

**Documentation:** [How AI Drafts Guest Replies](https://help.hellohotel.co/en/articles/57-how-ai-drafts-guest-replies)

### AI summaries on voicemails and calls

A one-glance summary of what a call or voicemail was about. Missed inbound call cards and voicemails show an AI-generated summary in the conversation thread. Opening a voicemail — from the conversation or from the Voicemails screen — shows the summary as a card above the transcript, with a "generating" indicator while it's being written and a note if it couldn't be produced (the transcript still shows). Opening a call shows a generated summary at the top of its details, so the team can triage the queue without listening to every recording or reading every transcript.

**Limits:** No summary on the dashboard voicemail row — the card shows caller and duration; the summary is one click away. Summaries are generated, not verified — the recording and transcript remain the record. No summary editing. Not generated for outbound calls.

**Documentation:** [AI Summaries on Voicemail and Calls](https://help.hellohotel.co/en/articles/41-ai-summaries-on-voicemail-and-calls)

### Voice AI

An AI that answers inbound phone calls and hands off to a person when needed — available to every customer and labelled **Beta** in the app. It answers inbound calls, handles the routine questions the front desk fields daily, and transfers to a team member the moment a call needs a human. It's labelled **Beta** in AI agent settings and in team routing. With the Voice Agent switched off, the AI isn't offered in team routing; switched back on, it's offered again and the routing settings return as they were. When the Voice Agent is switched off, a routing step that sends calls only to the AI is skipped at once, and a step mixing the AI and people rings the people. Its calls are listed on the AI agent page under **Voice Conversations**. It treats caller ID as unconfirmed: it looks up only the caller's own reservation, never reads out contact details or room numbers, and cancels a reservation only when the caller gives the Mews confirmation number (three wrong tries in an hour and it stops trying). A booking made on a call uses only the room types and rates the booking engine is selling for those dates (so a kayak or other rental in the same Mews service is never quoted or booked as a room), for two guests unless told otherwise, and the AI confirms with the caller when a room or rate name is unclear. Requires switching on the Voice Agent in AI agent settings. AI voice minutes and AI credits come with every plan (see *Usage-based metering*).

**Limits:** Can't book without a booking engine URL.

**Availability:** Shipped, labelled Beta; available to every customer.

## Contacts Management

### PMS-synced contact list

The full guest contact list, kept current from the PMS. Guest contacts import automatically and stay in sync, with an on-demand sync available at any time. Search, filter, and browse the complete guest list from one screen. Requires Mews or Cloudbeds connection.

**Limits:** One contact list per organization — there are no separate lists, though tags and filters let you segment it. No sync history view.

**Documentation:** [Understanding Mews Data Sync](https://help.hellohotel.co/en/articles/38-understanding-mews-data-sync)

### CSV import

Bulk contact upload from a spreadsheet. Import contacts via CSV for guests who aren't in the PMS — past guests, a list from a prior system, or a group booking. A preview runs before anything commits: the file is counted into **valid, errors, and duplicates**, each inspectable with row-level detail, and you choose how duplicates are handled — skip them, or **update the existing contacts with the new data**. That second option makes CSV a bulk-update tool as much as a bulk-add one. A file exported from Hello Hotel re-imports exactly, and a CSV keeps a leading "+" or leading zeros as written. Phone numbers are checked against real numbering rules, so a made-up number such as 555 123 4567 is listed as an error rather than imported, and a number written without its "+" is read in the organization's country.

**Limits:** No scheduled or recurring imports. A CSV contact that doesn't already exist in Mews stays local — Hello Hotel won't create it there. Updates to existing contacts, and merges done in Hello Hotel, do write back.

### CSV export

Download the contact list as a spreadsheet. Export the full contacts list or a filtered subset to CSV for reporting, backup, or use in another system.

**Limits:** No scheduled exports. Does not include conversation history — contact records only.

### Manual contact creation

Adding a contact by hand. Create individual contacts directly from the conversation list or the contacts page, for anyone not arriving through PMS sync or import.

**Limits:** Manually created contacts do not write back to the PMS. No required-field validation beyond a phone number.

### Bulk actions

Operating on many contact records at once. Select multiple contacts to send a bulk message, apply tags, delete them, or manage in batch. Bulk messaging supports personalization variables. Tagging in bulk fires any automation set to run on a tag being added, exactly as tagging one contact by hand does. Distinct from inbox bulk actions, which operate on conversations rather than contact records. Requires 10DLC approval for bulk messaging.

**Limits:** No undo. No scheduling a bulk send for later — that requires Automations. Bulk SMS is subject to the same 10DLC and per-segment billing rules as any other message. One bulk action covers up to 100 contacts and up to 20 tags.

### Stay date columns

Next check-in and last check-in shown directly in the contacts table. Both dates appear as columns and can be sorted ascending or descending, with tooltips exposing room number, number of nights, and booking source without opening the contact. Requires Mews or Cloudbeds connection.

**Limits:** The table shows those two dates only — a guest's full stay history lives on the guest detail panel.

### Column visibility settings

Control over which columns the contacts table shows. Show or hide columns from a dropdown. Preferences persist between sessions.

**Limits:** No column reordering or resizing. Preference is per user, not shareable across the team.

### Contact search and filtering

Finding contacts by attribute. Search by name, phone number, or room. An advanced filter narrows the list by check-in date, check-out date, created date, guest status, and tags. In contact pickers (starting a conversation, choosing a recipient), results are ranked by relevance — exact name matches first, then names starting with the search, then names containing it as a word, then email or phone matches, then anything else — and every word you type has to match, so "nell sm" finds Nell Smith.

**Limits:** No saved filter sets. Filters stack with AND — every condition must match — so "VIP tag arriving this week" works but "VIP or repeat guest" does not.

## Team & Organization Management

### Organizations

The container a property, management company, or group operates within. Each hotel or property group has its own organization holding its numbers, contacts, conversations, team, and settings.

**Limits:** No parent/child organization hierarchy for management companies overseeing multiple properties. No cross-organization reporting or shared contact list.

**Documentation:** [Setting Up Your Organization](https://help.hellohotel.co/en/articles/16-setting-up-your-organization)

### Multiple organizations per user

One login across several properties. Team members, consultants, and centralized support staff can belong to multiple organizations and switch between them from a single dashboard.

**Limits:** No unified inbox spanning organizations — switching is required to work in each. No aggregate view of activity across organizations.

**Documentation:** [Inviting Your Team](https://help.hellohotel.co/en/articles/21-inviting-your-team)

### Team member management

Adding people and controlling what they can do. Invite team members as a **Member** or a **Manager**, and manage access from organization settings; the person who set up the account is the **Owner**. Phone numbers are optional, so back-office and admin-only staff can be added without one on file.

**Limits:** Three fixed roles — no custom roles or granular permission sets. No documented seat limit. No activity or audit log per team member.

**Documentation:** [Inviting Your Team](https://help.hellohotel.co/en/articles/21-inviting-your-team)

### Per-number access control

Limiting which phone numbers a team member can see. Grant access to specific numbers within an organization, controlling who can view and respond on each line. Owners and managers see every number; a member sees only the numbers they've been given. That scope applies everywhere the line's data appears — conversations and conversation search, voicemails, transcripts, call recordings, AI summaries, the dashboard feeds, and the list of teammates offered when @-tagging in a note (only people who can open that line are offered).

**Limits:** Access is all-or-nothing per number — no read-only access to a line. Does not restrict access to the contact list, which is organization-wide. Does not restrict number settings — those are a role question, not a line-access one.

**Documentation:** [Inviting Your Team](https://help.hellohotel.co/en/articles/21-inviting-your-team)

### Organization branding

A custom logo on the organization. Upload a logo for the organization.

**Limits:** Logo only — no custom colors, fonts, or theming. Does not appear in texts or on calls — those carry the property's number, not its logo. The web chat widget is the exception: it is a visual surface on the hotel's own site and does carry the branding.

## Integrations

### Mews PMS

Hello Hotel is a **certified Mews integration** — the backbone of guest context in the app. Provides real-time guest and reservation data, smart status labels, two-way contact sync, and accurate booking source attribution (Direct, Booking.com, Airbnb, Expedia, Vrbo, and others). Reservation notes can be viewed, added, edited, and deleted from the guest detail panel with changes written straight back to Mews. When the Mews guest portal is active for the property, Hello Hotel generates one-tap magic check-in and digital key links to drop into automated messages or copy from a guest's profile. Requires a Mews account with API access.

**Limits:** Does not write reservations, rates, or folio data to Mews. Does not process payments — everything routes back to Mews for that. Payment and pre-authorization requests are in the property's own Mews currency. The payment link asks for the reservation's outstanding balance — charges minus deposits already taken — so a stay that's already paid gets no link; the pre-authorization link stays on the full stay total; and Mews no longer emails the guest a second copy of either. The add-a-payment-card link opens a Hello Hotel page with the Mews card form: the card is saved to the reservation, nothing is charged or held, and the link lasts seven days. The "has card on file" automation conditions recognise a card saved in Mews. Magic check-in and digital key links require their own setup and configuration in Mews. A check-in link also needs an email address on the Mews reservation. Airbnb bookings arrive with none, so no check-in link can be made for an Airbnb guest; OTA bookings with a masked alias address (Booking.com, for example) work, because the link only needs an email to exist. Not a Hello Hotel bug, and not something Mews or Airbnb will change. Once a reservation is checked in — by the front desk, or by Mews automatic check-in — the check-in link still generates and still opens the Mews guest portal, but the portal no longer offers online check-in.

**Availability:** Shipped. Mews is the only *certified* PMS integration; Cloudbeds is also supported (see the next entry).

**Documentation:** [Connecting Mews PMS](https://help.hellohotel.co/en/articles/37-connecting-mews-pms) · [Understanding Mews Data Sync](https://help.hellohotel.co/en/articles/38-understanding-mews-data-sync) · [Mews Magic Links](https://help.hellohotel.co/en/articles/49-mews-magic-links)

### Cloudbeds PMS

Cloudbeds as a second property management system Hello Hotel can connect to — live for any customer since the 2026-09-22 release. Connect a Cloudbeds property by signing in to Cloudbeds from Hello Hotel's integration settings (an OAuth connection — no API keys to paste). Installing Hello Hotel from the Cloudbeds Marketplace works too: the install lands on a Hello Hotel page where you sign in and pick which organization to connect, and organizations you can't connect (wrong role, already connected, another PMS) are shown with the reason. On connecting, Hello Hotel imports reservations up to two years ahead, including bookings made before the connection that haven't been touched since, so pre-arrival automations and guest identification work for them; no "new booking" messages fire for these older bookings. Disconnecting in Hello Hotel also switches the app off in Cloudbeds, and switching it off in Cloudbeds disconnects Hello Hotel promptly, with a notice saying the disconnect came from Cloudbeds. From then on, guests and reservations sync in, with the same guest contact book, live reservation context, status labels, repeat-guest flags, and PMS-driven automation triggers a Mews property gets. Reservation notes and guest notes sync both ways (see *Reservation notes* and *Guest notes* for the Cloudbeds specifics). Booking source shows as "Cloudbeds (source name)". Each reservation card links to the booking in Cloudbeds. Guest contact edits write back to the Cloudbeds guest profile, and duplicate guests can be merged — see *Two-way contact sync with the PMS* and *Two-way guest merge with the PMS*. Requires a Cloudbeds property and a user who can authorise the connection. Guest Experience check-in links and online check-in require the Guest Experience module on the Cloudbeds side and the toggle in Hello Hotel. Door codes from a custom field require that field to be filled in Cloudbeds.

Reservation variables work in messages, snippets, templates, and automations — first name, room name and description, stay dates, booking source (rendered guest-readable, not the raw "cloudbeds-…" code), and a **payment link**: a Cloudbeds pay-by-link for the reservation's outstanding balance, created when the message is sent and valid for 30 days. (Links created before 2026-10-12 could fail to open for the guest; fixed in #717.) A **check-in link** to the Cloudbeds Guest Experience portal (formerly Whistle) is available once a manager turns on **Guest Experience check-in links** on the Cloudbeds settings card; it's off by default because Guest Experience is a paid Cloudbeds module Hello Hotel can't detect, and the link is a dead login page for a property without it. With the same toggle on, Hello Hotel also notices when a guest completes pre-check-in in the Guest Experience portal: once the guest's card is on file (one card for a direct or Airbnb booking, two for an OTA booking whose channel card is already there), the stay is marked as checked in online — so the *online check-in completed* trigger and the online-check-in conditions work on Cloudbeds as they do on Mews.
A **door code** comes from a Cloudbeds reservation custom field — the same model as Mews, where the code is read from the reservation and RemoteLock, when connected, confirms it: owners and managers pick the field under Integrations → Cloudbeds → Door codes. Hello Hotel reads the 3–8 digit code from it ("ROOM 4: 0625" gives 0625) for stays in house or arriving within seven days, and it fills the door code variable and the "has door code" condition. A booking with different codes for different rooms is skipped rather than guessed.
Availability and rate answers — AI Assist, Voice AI, and web chat room search — quote from Cloudbeds' own availability for the requested dates and party size, with taxes and fees included in the total, and the base rate labelled "Standard Rate" as Cloudbeds' booking engine does. Only rates a property has marked **Active for Sources / Booking Engine** in Cloudbeds are quoted — the rates Cloudbeds itself treats as public — so the AI never names a rate the booking engine wouldn't sell. Check-in and check-out times on reservations use the property's default times from Cloudbeds. Availability answers carry a booking link — the property's own Cloudbeds booking page with the dates and party size filled in (shortened if URL shortening is on) — once Hello Hotel has read the property's profile after connecting; the profile (times, booking page, description, contact details, amenities) refreshes at most every six hours. There's no link to a specific room type.

**Limits:** Not a certified integration — Mews is the certified one. No digital key, pre-authorization link, add-payment-card link, room directions, or check-out link for Cloudbeds reservations — Cloudbeds has no equivalent to hand out, so those variables are hidden from the pickers and refused if typed. The Cloudbeds check-in link is never shortened, even with URL shortening on. Online check-in is recognised only with Guest Experience links switched on, and only once a card is on file — an OTA booking with only the channel's card is never marked; a pre-check-in for a later booking is missed while the guest's earlier stay is still open. No card-on-file, pre-authorization, or identity-document conditions in automations for Cloudbeds. Room housekeeping state is available as the *Room condition* automation condition (clean / dirty, read live) rather than as the Mews-style *space status* trigger and condition. A payment link needs a positive outstanding balance, and none is made when the property has Cloudbeds Payments or pay-by-link switched off. A Cloudbeds guest note can't be edited or deleted from Hello Hotel. Rates don't go into the AI knowledge base — the agent quotes Cloudbeds rates from a live availability check. Property details, check-in and check-out times, room types, occupancy, and amenities do sync in (see *AI knowledge base*). Reservations, rates, and folio data are never written to Cloudbeds.

**Availability:** Shipped 2026-09-22, available to any customer.

**Documentation:** [Connecting Cloudbeds](https://help.hellohotel.co/en/articles/73-connecting-cloudbeds)

### RemoteLock door access

Door code and access event integration for keyless entry. Checks the door code on a guest's reservation against RemoteLock, using the code and the stay dates, so Hello Hotel knows the code is real and can track it. The code itself always comes from the reservation in the PMS (see *Message variables in the composer*). Access events flow back into Hello Hotel, scoped to the linked reservation and resolved to the room name, giving the team visibility into when guests actually use their code. The code, whether it has been used, and when it was last used show on the guest's current and upcoming reservation cards in the web app; past and cancelled stays don't show a code. In the mobile app the code appears after the next mobile release. Works with Mews and Cloudbeds reservations. Requires a RemoteLock account with locks mapped to rooms.

**Limits:** Does not issue, revoke, or change codes from within Hello Hotel — code management stays in RemoteLock. RemoteLock is the only lock system Hello Hotel connects to; it's also the only source of access events. A property whose lock system writes codes into the Cloudbeds reservation can use those codes without a lock integration — Hello Hotel just won't know whether the code was used. No real-time alerting on access events.

### Email connections

Sending automated email from the hotel's own address rather than a noreply. Connect Gmail via one-click OAuth, an SMTP server, or a Resend account. Includes connection health checks, test sends, rate limiting at **100 emails per hour per organization**, and a full audit log of every email sent. Requires a Gmail, SMTP, or Resend account.

**Limits:** Powers automated email only — sending email manually from the composer is not available. Does not receive inbound email. The 100/hour limit is per organization and not adjustable.

**Availability:** Shipped, for automated email.

**Documentation:** [Connecting Your Email](https://help.hellohotel.co/en/articles/42-connecting-your-email)

### Zapier / Webhooks (inbound)

An API for external systems to push data into Hello Hotel. Connects anything that can send an HTTP POST — a CRM, booking engine, spreadsheet, or custom script. Works from Zapier, Make, n8n, or direct code. Authenticate with a per-organization API key in an `x-api-key` header; every request also carries `fromPhoneNumber`, one of the organization's Hello Hotel numbers, which identifies the organization. There are five endpoints, all JSON over POST. Requires a per-organization API key.

- **send-sms** — sends a text to a guest from the Hello Hotel number; creates the contact if the number is new (optional `guestName`, `guestEmail`). `message` is required and capped at 1,000 characters. By default the send is quiet: the message is logged in the guest's thread, but a conversation it creates is closed rather than surfaced as unread; `markConversationNew: true` surfaces it as New in the inbox.
- **update-contact** — creates or updates a contact matched by `guestPhoneNumber` (optional `guestName`, `guestEmail`). Optional `tagNames` adds tags to the guest: names are matched case-insensitively against existing tags, names that don't match are created as new tags, and the add is additive — tags already on the contact stay. Optional `removeTagNames` removes tags by name, case-insensitively; unknown names are ignored. Adding a tag this way fires the guest-tag-added trigger, and only for tags the guest didn't already carry (see *Triggers*).
- **list-tags** — returns the organization's tags as `{ id, name, color, description }`.
- **create-tag** — creates a tag definition: `name` required (≤ 50 characters), `color` optional from nine slugs (green, blue, yellow, orange, red, teal, plum, sand, slate), `description` optional (≤ 200). Returns 409 if a tag with that name already exists (case-insensitive).
- **update-tag** — edits a tag definition by `tagId` (from list-tags): `name`, `color`, `description` optional, same limits. Returns 404 for a tag from another organization and 409 if the new name conflicts.
- **Rate limit** — 100 requests per minute across all five endpoints; beyond that the API returns 429 with a `Retry-After` header, and every response carries `X-RateLimit-Limit`, `X-RateLimit-Remaining`, and `X-RateLimit-Reset`.

**Limits:** No read API for pulling conversations, calls, or contacts out — list-tags is the only read. The three tag endpoints manage tag *definitions*; tagging a guest is done through update-contact, not a tag endpoint. Not a full REST API. `update-contact` also accepts `subscribedCustomerCare`, the guest's consent to receive texts from the property; set it true when creating a contact who has given consent.

**Documentation:** [Setting Up Zapier and Webhooks](https://help.hellohotel.co/en/articles/36-setting-up-zapier-and-webhooks)

### Webhooks (outbound via Automations)

Pushing Hello Hotel events out to other systems. The webhook action in Automations sends event data to a project management tool, CRM, Slack, PMS, or any service accepting webhooks — fired by guest messages, calls, reservations, or any other automation trigger. The request body is a JSON template the operator writes, with the same variable picker as messages — guest and reservation fields, and downstream of a guest question the guest's answer — so a survey rating can be posted straight to a CRM or a spreadsheet. HTTPS URLs only, POST or PUT, custom headers allowed, and a call that takes longer than 10 seconds fails.

**Limits:** Fires only from within an automation — no standalone event subscription. No delivery retry or failure log specific to webhooks beyond general action-failure notices. No payload signing documented.

**Documentation:** [Setting Up Zapier and Webhooks](https://help.hellohotel.co/en/articles/36-setting-up-zapier-and-webhooks)

## Compliance

### 10DLC brand registration

Registering the business identity carriers require before any SMS can send. A guided wizard captures business details and submits the brand for registration, with real-time status updates in the app and handling for resubmissions when a filing is rejected. Hello Hotel stays with you through the process until the brand is approved. Toll-free verification and short codes can be requested as well. Requires legal business details including EIN.

**Limits:** Hello Hotel submits but does not control the outcome — approval is the carriers' and TCR's decision, and timelines are not guaranteed.

**Documentation:** [Registering Your Brand](https://help.hellohotel.co/en/articles/30-registering-your-brand)

### 10DLC campaign registration

Registering the messaging use case carriers require alongside the brand. A streamlined form built around hotel use cases, submitted for carrier approval with real-time campaign status shown in the app. Hello Hotel supports you through submission and any resubmissions until the campaign is approved. Requires an approved 10DLC brand, and messaging consent language published somewhere prominent on your website — or other visible evidence of how guests opt in. Carriers check for it, and its absence is a common cause of rejection.

**Limits:** Approval is not guaranteed and timelines are set by carriers. Does not permit marketing content beyond what the registered campaign covers.

**Documentation:** [Understanding Campaign Registration](https://help.hellohotel.co/en/articles/31-understanding-campaign-registration)

### Guest opt-out enforcement

When a guest texts STOP, Hello Hotel records it and blocks further messages to that guest across every sending path. Consent is stored per guest and enforced at each send funnel, with behaviour tuned to the situation rather than one blanket block:

- **1:1 replies** — the composer warns and requires explicit acknowledgement before sending anyway; the override is audited and stamped on the message.
- **Group threads** — refused outright, with no override. Dropping a participant would fork the thread irrecoverably. The composer names the opted-out participant before you send.
- **Bulk sends** — opted-out guests are skipped and the operator is told the audience shrank; checked a second time at dispatch so a STOP arriving mid-send is still honoured.
- **Automations** — the send fails loudly as blocked rather than silently, and the workflow's non-messaging branches continue.
Your own Hello Hotel numbers are exempt: a STOP from one of your own lines is ignored rather than recorded, so a line can't accidentally opt itself out of the group threads it belongs to.

**Limits:** Does not capture opt-in consent — that remains the property's obligation. Does not let you clear an opt-out from inside the app; the guest must opt back in. An opt-out recorded before the platform-line protection shipped is not retroactively cleared. Applies to SMS only, with one exception: WhatsApp automation steps also skip a guest who opted out by SMS (see *WhatsApp messaging*).

**Documentation:** [SMS Consent and Opt-In/Opt-Out](https://help.hellohotel.co/en/articles/32-sms-consent-and-opt-inopt-out)

### Built-in compliance management

10DLC handled inside Hello Hotel rather than through a third party. Registration, status tracking, and resubmission all happen in the app — no separate carrier portal, third-party compliance vendor, or manual filing.

**Limits:** Does not capture opt-in consent on the property's behalf, and does not provide legal advice on TCPA compliance. Opt-*out* is managed for you — see *Guest opt-out enforcement*.

**Documentation:** [10DLC Frequently Asked Questions](https://help.hellohotel.co/en/articles/35-10dlc-frequently-asked-questions) · [SMS Consent and Opt-In/Opt-Out](https://help.hellohotel.co/en/articles/32-sms-consent-and-opt-inopt-out) · [Messaging Restrictions](https://help.hellohotel.co/en/articles/33-messaging-restrictions) · [What Happens While You Wait for 10DLC Approval](https://help.hellohotel.co/en/articles/34-what-happens-while-you-wait-for-10dlc-approval)

## Billing & Usage

### Subscription management

Plan changes made in the app. View and manage the current plan, upgrading or downgrading with changes reflected immediately. Six plans: **Solo, Core, Team, Scale, Peak, Summit** — Solo, below Core, was added 2026-09-22 and is offered at sign-up and in plan changes.

**Limits:** No annual billing option documented. No self-service cancellation flow documented.

### Usage-based metering

Live tracking of call minutes, message volume, and AI usage. Call minutes and message counts update in real time under **Settings → Billing & Usage**. **Calls are billed per minute, rounded up to the next full minute. SMS is billed per segment.** Each outbound WhatsApp message counts as one text segment on the same meter, and messages from a WhatsApp **marketing** template are billed separately, once Meta reports them delivered; incoming WhatsApp messages are free. A group message bills one send per participant, so a message to five people costs five times its segment count.

AI usage is metered as two separate things. **Agentic AI Credits** cover the AI that reads and writes — call and voicemail summaries, guest note summaries, drafted replies in the composer, and web chat AI turns — measured from actual tokens consumed, at one credit per thousand tokens. **AI voice minutes** cover the AI voice agent speaking with a guest on a call, and are billed by the minute like any other call, because a call's cost scales with its length rather than with how much thinking it takes. Credit usage appears in the billing usage section alongside minutes and messages. Questions asked in **Test Your AI**, and website scans in Content Review, count toward AI usage too.

**Limits:** The usage view covers the current month only — there is no last-month or all-time view, though past months appear on your invoices. No usage alerts or spend caps. No per-number or per-team-member usage breakdown. No usage export.

**Documentation:** [Understanding Your Bill](https://help.hellohotel.co/en/articles/62-understanding-your-bill)

### Transaction history

A record of past charges. View past charges and billing events in the app.

**Limits:** No filtering or date-range export.

### Invoice access

Invoices available for download. View and download invoices across the billing history.

**Limits:** No automatic emailing of invoices to a separate billing contact. No custom fields such as a PO number on an invoice.

## Account & Profile

### User profile

Each person's own account details. Editable name, avatar, and contact information. A verified phone number is required to participate in call forwarding.

**Limits:** Notification control comes from routing membership and per-device settings; there are no finer-grained notification preferences on the profile itself. No profile visibility controls.

**Documentation:** [Verifying Your Phone Number](https://help.hellohotel.co/en/articles/18-verifying-your-phone-number)

### Password

Changing your password, or resetting it when you've forgotten it. Change your password from **Account → Personal Information** in the web app: the **Password** row's **Edit** button opens a dialog that asks for the current password, the new one, and a confirmation. The new password must be at least 6 characters. A "your password has been changed" email goes to the account address after every change or reset. Forgotten passwords are reset from the sign-in page: enter the account email, follow the emailed link, and choose a new password — the link is valid for 1 hour, and the page shows the same confirmation whether or not an account exists for the address.

**Limits:** Password changes are web only — neither mobile app has a change-password screen, and until the next mobile release there is no way to start a reset from the app either. Five wrong current-password entries pause changes for 15 minutes; reset by email is the way around it. Reset requests are limited to 5 per hour per account. Accounts created with Google sign-in have no Hello Hotel password — Google handles the sign-in. An account created with Google sign-in can set a password through the email reset flow, after which either sign-in works.

**Documentation:** [Changing or Resetting Your Password](https://help.hellohotel.co/en/articles/71-changing-or-resetting-your-password)

### Two-factor authentication

A second verification step at login. Available on web, iOS, and Android. Authenticator apps are the recommended channel. Admins can also choose to receive the challenge code by SMS or email as a fallback. Requires an authenticator app, or a verified phone or email for fallback.

**Limits:** Cannot be enforced organization-wide — 2FA is opted into per user. No hardware security key or passkey support. No backup codes. Recovery when the authenticator is lost is through an organization admin or support.

**Documentation:** [Setting Up Two-Factor Authentication](https://help.hellohotel.co/en/articles/45-setting-up-two-factor-authentication)

### Self-service account creation

Getting from nothing to a working, compliant phone number without talking to anyone. Create an account, take a subscription, buy a phone number, and complete 10DLC registration entirely self-serve — no demo, no sales call, no manual provisioning.

**Limits:** 10DLC approval still depends on the carriers, so the number can't send texts until that clears.

**Documentation:** [Creating Your Account](https://help.hellohotel.co/en/articles/15-creating-your-account) · [Completing Your Onboarding Checklist](https://help.hellohotel.co/en/articles/22-completing-your-onboarding-checklist)

### Account deletion

Self-service account removal. Delete your account from profile settings.

**Limits:** Deletes the user account, not the organization or its data. No documented data retention or export window before deletion.

### Device management

Control over which devices receive what. View connected devices, set notification preferences per device (notifications only, or full calls and messages), and remove a device.

**Limits:** No remote sign-out of all sessions at once. No last-active timestamp per device.

### Multi-organization view

A single view of every organization and number the user can reach. Lists all organizations and phone numbers the user has access to, with direct navigation to any of them from the profile. Requires membership in more than one organization.

**Limits:** Navigation only — no aggregate activity or metrics across organizations.