A focused follow-up release with smarter availability answers from the AI agent, a cleaner experience for high-volume automations, and a few automation builder fixes.

AI Agent

• Dates-prefilled Mews booking links. When a guest asks about availability ("do you have rooms tomorrow night?"), the AI agent's response now includes a booking link with the dates pre-filled, so guests can go straight from question to booking in one tap. To turn this on, add your booking engine URL in your AI agent settings.

• Reliable availability lookups. Fixed an issue where the AI agent could pick the wrong Mews bookable service when checking availability. The agent now always reads from the active service configured on your property.

• Smarter date awareness. The agent's reply context now includes pre-resolved dates, so questions like "what's the latest check-out time tomorrow?" don't get tripped up by date arithmetic.

Automations

• Quiet automations now stay quiet end to end. When you send an automated SMS with "Mark conversation as new" toggled off, brand-new conversations created by that send now correctly land in Closed instead of New. Earlier this week the toggle worked for existing conversations but couldn't suppress brand-new ones — that gap is closed.

• Per-guest dedupe on the New Reservation Created trigger. The same dedupe option that shipped on the Online check-in completed trigger is now available here too. Turn it on to make sure a guest with multiple reservations doesn't get the new-reservation message more than once.

• Cleaner save experience on new triggers. Brand-new triggers no longer show a misleading "incomplete" warning when their default settings are valid. The warning now only appears when something actually needs your attention.

• Clearer copy on the dedupe toggle warning. The cautionary text on the per-guest dedupe option has been rewritten so it's clearer when (and when not) to toggle it on.

• Heads up: the legacy `reservation.checkInUrl` variable has been retired. If any of your automations were still using this variable in message text, replace it with the new Guest Check-in URL variable to get the magic-link version.

You can now talk to guests on WhatsApp right inside Hello Hotel. We're rolling it out in early access — if WhatsApp is part of how your guests reach you, we'd love to get you set up.

What's new

• WhatsApp in your shared inbox — message guests on WhatsApp alongside SMS, calls, and your other channels, all in one place

• One conversation, every channel — WhatsApp threads land in the same inbox as everything else, so nothing slips through the cracks

• Built on our Telnyx partnership — the same reliable infrastructure behind your texts and calls

Want it for your property?

WhatsApp is available now by request while we finish self-serve setup. Email [email protected] and we'll get your number connected.

A focused round of fixes to call quality, the softphone, and the way Hello Hotel talks to Mews, RemoteLock, and WhatsApp.

Calls

• Crisper audio on call connect. Switched the preferred codec to fix the garbled first second or two of audio that some calls were showing.

• Fixed one-way audio after ringback. A timing issue with how calls bridged after ringback could occasionally cause one side to go silent — that's resolved.

• "Connecting…" state on outbound. The softphone now shows a brief "Connecting…" indicator before audio cuts in, so you know the call is in flight.

• In-call dialpad. Toggle a dialpad open during a call to navigate IVRs or enter extensions.

• Telnyx SDK updates and better in-call dial behavior. Behind-the-scenes upgrades to the calling stack, plus smoother dialing during active calls.

• Missed-call pushes follow your routing. Missed-call push notifications now go to whoever is on the routing for that number, matching how the ringing already worked.

Mews

• Magic check-in and digital key links. Hello Hotel can now generate one-tap links that send guests directly into Mews's online check-in or their digital room key, with no login required.

• Reservation source captured. The actual booking channel (Direct, Airbnb, VRBO, etc.) now flows from Mews and shows correctly on the reservation, instead of defaulting to "via distributor."

• Notes sync from Mews. Reservation and guest notes added in Mews now flow into Hello Hotel.

• AI agent can read your bookable service. Resolved an issue where the AI agent couldn't resolve your Mews bookable service, which was blocking real-time availability lookups in guest conversations.

• Availability checks respect your property's timezone. Boundary handling for "tonight" and "tomorrow" queries now uses your local timezone instead of UTC, fixing edge cases around midnight.

RemoteLock and WhatsApp

• RemoteLock events tied to reservations. Door-access events now filter to the linked reservation and resolve the room name, so the event shows in context (e.g., the door unlocked for the guest staying in that room).

• Cleaner door-code data sync. Fixed over-fetching on door-code and RemoteLock sync — quieter logs, less network noise, same outcomes.

• WhatsApp profile name editable. Update the display name on your WhatsApp profile from inside Hello Hotel.

• Quieter WhatsApp. Silenced the noisy 403 errors that were showing up in the browser console.

A big round of improvements to automations and the conversations inbox. The headline: a new trigger that fires the moment a guest completes online check-in, contact tag management you can use without leaving a conversation, and staff-only notes inside any conversation thread.

Automations

• New trigger — Online check-in completed. Fires once per reservation on the guest's arrival day, after they finish online check-in. Set a daily texting window (e.g., 10:00 to 22:00) — if the guest checks in before the window opens, the message goes out at the window's start. The window can cross midnight (22:00 to 03:00) to handle late-night arrivals.

• New condition — Reservation started N days ago. Build date-aware automations that fire based on how long ago a guest checked in.

• New condition — Booking source. Filter to specific booking sources like Booking.com, Airbnb, or Vrbo, instead of just the broader OTA bucket the existing Booking Channel condition uses.

• Custom schedule triggers — daily window and horizon. Set a recurring trigger to fire only between certain hours each day (e.g., every 15 min from 11:00 AM to 11:00 PM) and stop after a chosen date.

• Any/All audience matching. Choose whether a workflow's audience conditions match with AND or OR logic — toggle right at the top of the audience block.

• Live SMS segment calculator. Type into any Send SMS action and watch the segment count update below the field, with variables resolved in real time.

• Warnings on incomplete workflow nodes. Conditions or actions that haven't been fully configured now surface a warning when you try to save, instead of silently saving as misconfigured.

• Per-guest dedupe on Online check-in completed. Optional toggle that prevents the trigger from firing more than once per guest per reservation.

• Quiet automations. A new option on Send SMS actions lets the message go out without marking the conversation as new — useful for status updates that don't need staff attention.

• Cleaner builder for accounts without a PMS. Triggers, conditions, and reservation variables that depend on a PMS connection are now hidden if your account isn't connected to one, with a clear "Needs PMS" badge on any workflow that requires it.

Conversations and Contacts

• Internal notes on any conversation. Staff-only notes you can drop into a conversation timeline. They're invisible to the guest and show up in the AI agent's context so it knows what's been discussed internally.

• Contact tag management. Edit tags inline from the contact sidebar, or open the new Manage Tags dialog to rename, recolor, delete, and see usage counts.

• Voicemail resolve refreshes the inbox. Resolving a voicemail from the conversation view now updates the sidebar immediately — no need to navigate away and back.

• Calls attributed to the actual answerer. If you have multiple users in a routing tree, the conversation now shows who actually picked up, not just the first user in the routing list.

• Guest status reflects the active reservation. The status badge on a conversation now uses the featured reservation, so it stays accurate for guests with multiple stays.

A round of polish for the mobile call experience — calls feel more reliable, less prone to weird states, and you'll know when connectivity drops. Plus more flexibility for how admins handle 2FA at login.

Better mobile calls

Mobile call handling got rebuilt around a new state machine, which means:

• Cleaner call states — fewer "frozen call" or "stuck on outbound" situations

• Reliable audio routing — TURN-based media path now holds up through bad networks

• Consistent answering — calls answered from the lockscreen, foreground, or backgrounded all behave the same way

Lost-connectivity banner on mobile

When your device drops connectivity, the mobile app now shows a passive banner explaining what's happening (e.g., no internet, weak signal). Notifications and call routing resume automatically when you're back online — no need to restart the app.

SMS and email 2FA challenge for admin login

Admins logging in can now receive their 2FA code via SMS or email, in addition to an authenticator app. Useful when an admin has lost their authenticator or doesn't have one set up yet.

Smaller improvements

• OAuth login redirect fix — Google sign-in now redirects back to the app correctly instead of a local development URL

• SMTP setup help text — the SMTP connection dialog now reminds you to enable STARTTLS when using Google as your SMTP provider

A big update for properties using RemoteLock — door codes now drop right into your automated SMS templates so guests get their codes without anyone on your team having to look them up. Plus the AI agent moves to mobile, and workflows get clearer with editable descriptions.

Door codes and access events (RemoteLock)

If you use RemoteLock for door access, this update brings the integration much closer into your day-to-day flow.

Door codes in automated SMS — pull door codes directly into your automated SMS templates with a new variable. When a guest's check-in automation fires, the code drops into the message automatically. No manual lookup, no copy-paste. If a code isn't available for some reason, the message sends without it rather than failing.

Access events flowing in — Hello Hotel now syncs RemoteLock access events, so you can see when a guest actually used their code right alongside everything else in their guest record.

AI-drafted replies on mobile

Your team can now ask the AI agent to draft follow-up messages from the mobile app, the same way it works on the web. Open a guest conversation, ask the agent for a draft, review, and send. Drafts are informed by the full thread and reservation context.

Workflow descriptions in the automation builder

Each automation can now carry a description that explains what it does and why. View it on the automations list, edit it from the workflow builder. Useful when your team has more than a handful of workflows running and you want everyone to know which one to touch (and which one not to).

Phone numbers optional for organization users

You can now invite team members without requiring a phone number on file — useful for back-office or admin-only staff who don't need to receive call forwards.

A round of polish for the mobile app and a handful of fixes that make day-to-day Hello Hotel feel a little snappier.

Better call audio on iOS

Calls on the iOS app now bridge WebRTC audio with CallKit's VoIP layer, which means cleaner connections, fewer audio dropouts, and the same call quality you'd expect from a native phone app. We also patched a low-level audio noise issue that affected some incoming calls.

Smarter mobile notifications

• Notifee integration — call notifications on mobile are now more reliable and better integrated with iOS notification UI

• Notification sounds — incoming messages and calls now play notification sounds on mobile

• Lockscreen handling — improved how calls and notifications behave on the device lockscreen

Inbound message alerts scoped to team routing

When a new message comes in, only the team members assigned to that number's routing get the alert, not everyone in the org. Your team gets the notifications that are actually relevant to them.

Faster-feeling conversations

Conversation read status now updates optimistically, so marking threads as read feels instant rather than waiting for the server to confirm.

Smaller improvements

• Notification leak fix — removed team members no longer receive notifications they shouldn't

• Spam call screening fix — patched an edge case in the spam detection logic

• Authentication email handling — normalized how email addresses are matched during login, fixing some edge cases

• Phone number porting — porting orders no longer require an invoice in cases where one isn't available

A big week for AI in Hello Hotel — the AI agent is now available to every customer, voicemails and inbound calls get AI-generated summaries, and the AI can draft follow-up messages for your team. Plus a new automation condition for room status.

AI agent is now available

The AI agent is out of beta and available to every Hello Hotel account. It handles routine guest questions over text and pulls live guest and reservation context from your PMS.

Voice AI is still in limited release — reach out if you want to be part of the next wave.

AI summaries on voicemails and inbound calls

Voicemail cards and missed inbound call cards now show an AI-generated summary at a glance, so your team can scan their queue without listening to every recording or reading every transcript.

AI-drafted follow-up messages

When a guest conversation needs a follow-up, your team can ask the AI agent to draft the next message. The draft is informed by the full conversation history and reservation context — review, edit, and send.

Space status as an automation condition

You can now branch your automations on the current status of a guest's room. Set up rules like "if the space is clean and the guest is checked in, send the welcome SMS" or "only send the check-in code once the room is inspected."

In Mews, rooms are called "spaces" — that's the term you'll see in the conditions panel.

Automated emails in the conversation thread

Emails sent through automations now appear inline in the guest's conversation thread, alongside texts, calls, and voicemails. Your team gets the full picture of every guest interaction in one view.

The mobile app took a big step closer to web parity this cycle, plus improvements to conversations on both web and mobile.

Mobile: 2FA, call recording, emergency address, and tag management

The mobile app now matches more of what's available on the web:

• Two-factor authentication — protect your account with 2FA on iOS

• Call recording — manage call recordings from your phone

• Emergency address (E911) — view and manage E911 status from mobile (this shipped for web in the last update)

• Tag management — add, remove, and edit guest tags from the mobile app

Mobile contacts: status, filter, sort, and subscription toggles

A first pass at bringing the contacts list to feature parity with the web:

• Status indicators in the contacts list

• Filter and sort — find guests faster

• Tag color fix — tags now render with the correct color

• Subscription toggles — manage email subscription state per guest

Conversations updates

• Improved conversation filters on the web — find threads faster

• Mobile conversations improvements — better message rendering and threading

Smaller improvements

• Incoming call improvements — refinements to the in-app call experience

• Contacts expand — additional fields and improvements on the contacts list

• Mobile fixes — assorted bug fixes across the iOS app

A big update this cycle — automated emails from your own address, the ability to bring your existing phone numbers to Hello Hotel, and a cleaner separation between marketing campaigns and day-to-day guest service.

Email automation

You can now send automated emails through your own Gmail or SMTP account — guests see your hotel's address in their inbox instead of [email protected].

• Connect your email — Gmail (one-click OAuth), SMTP (any provider), or Resend

• Send Email workflow action — trigger emails from any automation, with template variables for guest name, reservation details, and more

• Send to anyone — guests, team members, or custom recipients

• Health checks and test sends — the connection page shows live status and lets you send a test email before going live

• Built-in safety — rate limiting (100 emails/hour per organization), full audit log of every email sent, and 90-day delivery history

Find it under Settings → Integrations → Email.

Phone number porting

You can now bring your existing hotel phone numbers to Hello Hotel — no need to publish a new number to guests, OTAs, or signage. Number transfers are handled through Telnyx with end-to-end status tracking inside the app.

Guest CRM email fields

Guests now have proper email subscription state, so transactional emails always go through and marketing emails respect opt-outs.

• Subscription status per guest — track whether each guest is opted in for marketing emails

• Suppression list — bounces and unsubscribes are tracked automatically

• Email event log — every send, open, bounce, and unsubscribe is recorded against the guest record

Dedicated messaging profiles for marketing campaigns

Marketing campaigns now use their own messaging profile, separate from your guest service messaging. Campaign sends won't interfere with day-to-day guest conversations, and you get cleaner reporting on campaign performance.

Smaller improvements

• Self-service account sign-up and deletion — guests can sign up directly from the app, and account deletion is now self-service

• Trigger deduplication — schedule and check-in/check-out triggers no longer fire multiple times for the same guest within a window