Oct 27, 2026
Alongside routing modes, this release gives the AI receptionist a proper place in your call flow and tidies up a long list of smaller things.
A step in your routing. Put the AI receptionist anywhere in a mode — after a greeting, after a menu, as the last stop before voicemail, or inside a caller filter. Each AI step has its own greeting and instructions, so a Night mode can greet callers differently from the Day mode.
It knows where a hand-off goes. Before a caller asks for a person, the AI already knows what comes next in the mode: it connects them to the team if a ring order follows, offers voicemail if that's all there is, and asks them to call back later if nothing does — and says so, rather than promising a person who isn't there. A caller who just wants to leave a message is sent straight to voicemail.
Take messages. Turn it on for an AI step and the AI can leave a note for your team instead of sending callers to voicemail. The note lands on the caller's conversation, marked new, with the people you choose tagged.
Reservation lookup. On Mews, a caller can give the confirmation number from their booking email and hear their dates, room type and status — only when the phone on the booking matches too.
Choose how callers pay for a phone booking. In Voice Agent → Capabilities → Take bookings by phone, Mews hotels choose between charging the card, charging it only when check-in is close, or just collecting a card on file. Cloudbeds hotels can now take phone bookings too: the AI creates the reservation in Cloudbeds and texts the caller a payment link for the stay, held for 30 minutes.
It reads phone numbers back the way a person would, finishes its sentence before handing off, and now speaks Polish.
Web notification sounds. Under My Account → Web notifications, each person chooses what the browser does when a call or message comes in: ring and ding, ding only, or silent. It changes nothing about who's alerted — just your own browser.
Which line is ringing. On properties with more than one number, the incoming-call notification now names the line being called.
Search finds a number typed with dashes or brackets — 742-0242, (310) 742-0242 — and finds contacts whose number is parked in a phone conflict.
The In-House and Departing filters in Contacts now show only guests who are actually on property or leaving today. Stored statuses have been recomputed.
On Cloudbeds, a new booking whose phone belongs to a contact who texted you first is linked to that contact instead of opening a conflict, keeping their history.
A Cloudbeds merge waiting on Cloudbeds no longer blocks unrelated merges, and a merge that needs a fix in Cloudbeds first now offers Check again.
Website pages feed the AI only the answers extracted from them. A page with none says No entries were extracted — use Retry extraction to run it again.
A voicemail is no longer cut off when the caller pauses; it runs until they hang up, up to 60 seconds.