A proper home for phone-number mix-ups, a smarter calling tree, and a handful of things that make the day-to-day smoother. Everything below is live in the web app now.

Sort out shared phone numbers in one place

Front-desk lines on reservations, a partner's mobile on the next booking, recycled numbers — sooner or later two contacts claim the same phone number. Hello Hotel now flags that on both contacts, on the contact list, and on a new Contact conflicts screen (Contacts → Contact conflicts).

• Each conflict offers four ways to settle it: Keep it with this contact, Give it to the other one, Merge them, or Ignore it.

• The Contact conflicts screen lists one row per phone number, tells you which ones look like the same person, and shows the two records side by side so you can see exactly what differs before you decide.

• Merging shows only the fields where the records disagree, so you choose what to keep; everything that already matches is kept for you.

• Ignored a conflict? It stays hidden — until the number changes hands again, when it comes back on its own. You can also restore it from the Ignored list.

The Contact conflicts screen is on the web app.

Calling trees can hand off to your normal routing

A calling tree option can now route to this number's own team routing — so "press 1" can run the line's usual routing steps and voicemail fallback while the other options go elsewhere. The digit a caller pressed, and where it sent them, now shows on the call in your conversation history, including when they pressed nothing or hung up during the menu.

Voicemail summaries where you read voicemails

Opening a voicemail — from a conversation or from the Voicemails screen — now shows its AI summary as a card above the transcript, with a note if one couldn't be generated. You no longer have to go to the conversation thread to see it.

A team member's view is the same everywhere

Someone who's only assigned to one phone number now sees only that number's voicemails, transcripts, call recordings, and summaries — in the dashboard feeds, in search, and when choosing who to @-mention in a note. Owners and managers still see every line.

Smaller improvements

• AI Assist drafts arrive as plain text — no stray asterisks around a Wi-Fi password — and can include your review link when a departed guest says thanks, or the online check-out link when a checked-in guest asks about leaving.

• Email actions in automations won't email a guest who's unsubscribed or whose address has bounced; the step shows blocked in the workflow history instead of silently sending.

• When a guest can't be messaged, the composer now says why — no phone number, no email, a bounced address, or no default email sender set up.

• Contact pickers rank results by relevance: exact name matches first, and every word you type has to match.

• A closed conversation you open from a dashboard row or a tag notification can be reopened right there.

• A new Solo plan is available for the smallest properties — see pricing.

One thing to check if you're on Mews

AI Assist and web chat now quote rates only from your Mews booking engine — there's no longer a fallback to your public rates. If your Booking engine URL in AI agent settings is empty, the AI will tell guests it can't check availability and web chat's room search will be switched off until you add it. It takes a minute: Settings → AI Agent → Booking engine URL.