Voice AI Assistant

Enable 24/7 automated phone support with an AI voice assistant that handles guest calls naturally. The assistant can answer questions, take messages, and transfer calls to staff when needed.

Overview

Requirements

Before setting up, ensure your HelloShift subscription includes:

• Guest+ plan

Accessing Voice AI Settings

1. Go to AI Assistant > Voice

2. Configure the voice assistant settings

Basic Configuration

Step 1: Enable Voice Assistant

Toggle Enable Voice Assistant to On.

Step 2: Configure Assistant Identity

Available Personalities:

• Cheerful: Warm, enthusiastic, upbeat

• Casual: Relaxed, conversational, friendly

• Formal: Professional, polished, business-like

Available Voices: Cole, Hana, Harry, Spencer, Neha, Paige, Lily, Savannah, Elliot, Rohan

Use the preview button to hear each voice before selecting.

Step 3: Set Default Language

Choose the primary language for the assistant. The assistant will automatically detect and respond in the caller's language when possible.

Supported Languages:

• English

• Spanish

• French

• German

• Italian

• Portuguese

• Dutch

• Polish

• Russian

• Japanese

• Korean

• Chinese (Mandarin)

• Arabic

Step 4: Customize Greeting

Enter the first message the assistant says when answering calls.

Example:

Hello! Thank you for calling [Hotel Name]. How may I help you today?

Guest Information Matching

When enabled, the system automatically looks up callers in your guest database.

How It Works

1. Caller's phone number is matched against guest records

2. If found, the assistant has access to:

   • Guest name

   • Current and upcoming reservations

   • Room numbers and confirmation codes

   • Special requests

3. The assistant greets the caller by name and skips collecting information already on file, providing a smoother experience for returning guests

Enabling Guest Matching

1. Go to AI Assistant > Voice

2. Enable Match Guest Information

3. Save settings

How It Works: When a known guest calls, the assistant greets them by name and skips asking for information already on file (name, email). For unknown callers, the assistant collects name and other details as needed.

Call Transfer Settings

Configure how calls are routed to staff.

Simple Transfer Mode

Route all transferred calls to a single destination.

When Transfer Happens:

• Caller explicitly asks to speak with someone

• Guest has a request the assistant can't fulfill

• Reservation booking requires staff assistance

• Conversation reaches a point requiring human help

IVR Routing Mode (Advanced)

Route calls to different departments based on caller intent.

Enable IVR: Toggle on to configure multiple destinations.

Configure Destinations (up to 5):

Example IVR Setup:

Dial First (Staff Priority)

Route calls to staff first before the AI answers.

How It Works

1. Call comes in to your property number

2. System rings staff phone(s) for configured duration

3. If staff doesn't answer, AI assistant takes over

4. Staff can still transfer calls to AI if needed

Configuration

Use Case: During business hours, try staff first. After hours, go directly to AI.

Answering Service Mode

When transfers are disabled, the assistant acts purely as an answering service.

Behavior

1. Assistant answers all calls

2. Handles common questions using your FAQ data

3. Takes detailed messages for staff follow-up:

   • Caller's name

   • Phone number or email

   • Message content

4. Assures caller that staff will respond

Enabling Answering Mode

1. Disable all transfer destinations

2. Save settings

3. Assistant automatically switches to answering service mode

Service Hours

When Service Hours are configured in AI Assistant > Operate, the Voice AI automatically adjusts its behavior during off-hours:

• Acknowledges the guest's request without promising immediate service

• Sets expectations for when staff will be available (e.g., "Our team will take care of this first thing when staff are available at 8:00")

• Flags urgent safety or security matters for immediate staff attention

• Tags call summaries with "After-hours request (staff available at [start]:00)"

See AI Assistant Configuration for setup instructions.

Service Policies

Service Policies let you tell the Voice AI exactly how to handle questions about services you offer — or services you don't offer. Each policy is a structured rule the assistant reads before answering, so it gives consistent answers about your restaurant, spa, parking, transportation, and any other guest service. For services with a link, phone number, or email, the assistant offers to text the value to the caller after the call instead of reading it aloud.

Use Service Policies when you want operator-level control over what the AI says about a specific service. They take precedence over FAQs for matching topics, and they prevent the assistant from inventing details about services your property doesn't actually offer.

Enabling Service Policies

Service Policies are off by default (Simple Mode). When disabled, the Voice AI relies on FAQs and Custom Instructions only.

1. Go to AI Assistant > Voice > Customization

2. Toggle Enable Service Policies to On (this switches to Advanced Mode)

3. Add rows for each service you want to define

4. Save settings

When enabled, Service Policies render into the assistant's system prompt above the FAQs section, so they read first when the AI decides how to answer.

Policy Methods

Each row sets a Service name and a Method that tells the AI how to handle inquiries about it:

Examples

Post-Call Text Delivery

For Link, Phone, and Email methods, the assistant offers the value during the call but does not read it aloud. The actual delivery happens after the call through the Request Information AI automation:

1. During the call, the caller agrees to receive the info by text.

2. When the call ends, the system analyzes the transcript and detects the information request.

3. The seeded Voice-Info-Followup snippet is sent, which includes the {{servicePolicies}} placeholder. That placeholder automatically expands into a formatted block of your Link, Phone, and Email rows (Message and Unsupported rows are skipped — they have no textable value).

Example outbound text after a call to a property with the policies above:

Hi Sarah, as discussed on your call with The Grand Hotel, here's the info you asked about:

Dinner: https://opentable.com/r/example

Airport transfer: +15555550100

Private events: events@example.com

Reply if you need anything else!

To enable this delivery, activate the Information Follow-Up Handler automation under AI Assistant > Voice > AI Automations. The Voice-Info-Followup snippet is seeded automatically — you can edit its wording at Guest > Snippets > Voice-Info-Followup, just keep the {{servicePolicies}} placeholder so the policies are inserted at delivery time.

Rules & Limits

• Service names are 3–60 characters, must be unique within your property, and cannot contain prompt-injection tokens (e.g., SYSTEM:, INSTRUCTIONS:, ##).

• Reserved labels: room, rooms, reservation, reservations, booking, bookings are not allowed as service names — these are handled by the Room Booking flow. Use that section for room availability and reservations.

• URLs must be HTTPS and well-formed. Unsafe schemes like javascript: are rejected.

• Phone numbers should be in E.164 format with a leading + and country code.

• Row order matters — policies render to the AI prompt in the order you list them.

Best Practices

For automatic conflict detection between FAQs, Service Policies, and Custom Instructions, click Analyze Voice Config on the Customization tab. See AI Assistant Configuration for more on AI Automations setup.

Assistant Capabilities

What the Assistant Can Do

What the Assistant Cannot Do

Note: For booking inquiries, the assistant proactively offers to send a booking link via text. For requests it cannot fulfill, it takes a message for staff follow-up.

Post-Call Follow-Up

After a voice call ends, the system can automatically send follow-up text messages to guests based on the conversation content.

Booking Link Follow-Up

When a guest inquires about booking during a call, the assistant offers to send a booking link via text. After the call:

1. The system analyzes the call transcript to detect booking intent

2. Extracts dates and guest count from the conversation

3. Sends an SMS with a personalized booking link pre-filled with those details

This requires a Request Booking automation to be configured in AI Automations with the Send Booking Link action.

Information Follow-Up

When a guest requests information better delivered as text (directions, links, complex details), the assistant offers to text it after the call.

This requires a Request Information automation to be configured in AI Automations with the Send Snippet action.

Call Transcription & Recording

All calls are automatically transcribed and recorded.

Accessing Transcripts

1. Go to Guest Directory

2. Find the guest or search by phone number

3. Open the guest's conversation

4. Locate the "Voice Call" note

Transcript Contents:

• Full conversation text

• Call duration

• Recording link (click to play)

• Call summary

Voice Call Notes

Each call creates a note in HelloShift with:

AI Training with FAQs

The assistant uses your FAQ snippets to answer property-specific questions.

Adding FAQs

1. Go to Guest > Snippets

2. Create snippets with type FAQ

3. Enter common questions and answers

4. The assistant automatically learns from active FAQs

Best Practices for FAQs

Example FAQs:

• "What are your check-in and check-out times?"

• "Do you have parking available?"

• "Is breakfast included?"

• "What's the WiFi password?"

• "Are pets allowed?"

Best Practices

Assistant Configuration

1. Choose an appropriate name: Match your brand voice

2. Test each voice: Listen to previews before selecting

3. Write a welcoming greeting: First impressions matter

4. Keep personality consistent: Match other guest communications

Transfer Rules

1. Set reasonable wait times: 15-30 seconds for dial-first

2. Configure hours accurately: Match actual staff availability

3. Have a default fallback: Ensure all calls get routed somewhere

4. Test your routing: Call your own number to verify

FAQ Content

1. Cover the top 10 questions: Check-in times, WiFi, parking, etc.

2. Update seasonally: Pool hours, restaurant schedules

3. Include local info: Nearby restaurants, attractions

4. Keep answers brief: 1-2 sentences is ideal

Troubleshooting

Calls not being answered

Possible Causes:

• Voice assistant disabled

• Phone number not configured

• Integration issue

Solutions:

• Verify assistant is enabled in settings

• Check phone number is correctly set up

• Contact support if issue persists

Transfers not working

Possible Causes:

• Incorrect phone number format

• Extension configuration issue

• Destination phone not reachable

Solutions:

• Use full phone number with country code

• Verify extension is digits only

• Test destination number directly

Guest not recognized

Possible Causes:

• Phone number doesn't match records

• Guest not in system

• Guest calling from different number

Solutions:

• Verify phone number in guest record

• Ask guest to call from registered number

• Manually add phone to guest profile

Poor transcription quality

Possible Causes:

• Background noise on call

• Poor connection

• Non-supported language variant

Solutions:

• Transcription is generally accurate for clear audio

• Review recording for context

• Report persistent issues to support

Availability & Booking Enquiries

When your property is connected to a supported PMS (Cloudbeds, Mews, or Opera), the Voice AI assistant can answer callers' questions about room availability and pricing in real time.

How It Works

1. A caller asks: "Do you have any rooms available next Friday through Sunday?"

2. The Voice AI extracts the dates and guest count from the conversation

3. HelloShift queries your PMS for live availability, rates, and inventory

4. The Voice AI reads back the options with pricing: "We have the King Suite available at $189 per night for a total of $378 for two nights. Would you like me to help you book?"

Booking Links

After providing availability, the Voice AI can also send the caller a direct booking link via SMS, pre-populated with their dates and preferences. This makes it easy for callers to complete the reservation on their phone.

Requirements

• Voice AI enabled with a supported PMS (Cloudbeds, Mews, or Opera)

• PMS integration must support availability queries

• See AI Assistant Configuration > Availability & Booking Enquiries for rate selection settings

Related Articles

• AI Assistant Configuration - Text AI and IVR setup

• Guest Automations - Automated guest communications

• Triggers - Event-based automations

• All About Guest Messaging - Complete messaging guide