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:

• Contactless Checkin 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

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

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