What Happens When a Guest Calls

When guests call your HelloShift texting number, the behavior depends on your plan and Voice AI settings.

Overview

Plan

Default Behavior

With Voice AI

Guest Plan

Plays message directing to Front Desk

N/A

Checkin Plan

Same as Guest

AI answers and assists

Guest Plan Behavior

By default, when Voice Assistant is disabled:

  1. Caller hears a recorded message

  2. Message directs them to call the Front Desk number

  3. Front Desk number is set in Call Transfer settings

Optional Configurations (by request)

Option

Description

Direct Forward

Calls forwarded to your number (Twilio charges apply)

No Response

No message played

Setting the Call Transfer Number

  1. Go to AI Assistant > Voice

  2. Enter your Call Transfer number

  3. Save settings

Checkin Plan with Voice AI

When Voice Assistant is enabled, guests experience intelligent call handling:

Call Flow

  1. Dial First (Optional): System rings your hotel number first

    • Configure wait time (default: 15 seconds)

    • Set active hours (e.g., 9 AM - 5 PM)

    • Outside hours, calls go directly to AI

  2. AI Assistant Answers: If staff doesn't answer (or Dial First is off)

    • Greets the caller professionally

    • Responds to common questions

    • Looks up guest reservation details (if enabled)

  3. Transfer or Take Message:

    • Transfers if caller asks for a human

    • Transfers for requests AI can't handle

    • Takes a message if no transfer number is set

What the AI Can Do

Capability

Examples

Answer FAQs

Check-in time, parking, WiFi password

Look Up Guests

Reservation details, room number

Take Messages

Name, callback number, request details

Transfer Calls

Route to Front Desk or departments

What the AI Cannot Do

  • Modify existing reservations

  • Complete actual bookings

  • Access payment information

The AI will say "I'll have our staff contact you" for requests it cannot handle.

Accessing Call Transcripts

Every call is automatically transcribed and recorded.

Finding Transcripts

  1. Go to Guest Directory

  2. Search by phone number or guest name

  3. Open the guest's conversation

  4. Find the Voice Call note

Transcript Contents

  • Full conversation text

  • Call recording (click to play)

  • Call duration

  • AI-generated summary

Troubleshooting

Calls Not Going to AI

  • Verify Voice Assistant is enabled

  • Check phone number configuration

  • Confirm you're on Checkin Plan

Transfers Not Working

  • Use full phone number with country code

  • Verify destination is reachable

  • Check extension format (digits only)

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