Choose or silence the ring and text sounds on the web app Pick the sound the web app plays for an incoming call and for a new text, or turn either one off on its own — so someone who’s in the routing but working at the desk can get calls visually only, texts with a sound, or everything silent. Per person, not per number, so one teammate’s choice doesn’t change anyone else’s. 3
Route calls to a number in another organization you manage An owner who runs more than one property in Hello Hotel should be able to send a call across them: a calling tree option or a routing step that forwards to a number in a different organization they belong to, so a sister property or a central desk can pick up without leaving Hello Hotel. Applies to team routing steps and calling tree destinations. 5
Alert the team when a guest message sounds unhappy When an inbound text reads like a problem — a lockout, a complaint, a guest who’s clearly frustrated — flag the conversation and notify the team right away (push, email, or Slack), and make unhappy threads easy to find in the inbox with a badge or filter instead of scrolling. The detection could also feed automations, so a flagged message can start a workflow. 5
A trigger that fires on a RemoteLock access event — a guest's code opens their door — so a workflow can run the moment they arrive: a welcome text, a note to the team, or a follow-up if the code hasn't been used by a set time.
A Cloudbeds reservation can be opened in Cloudbeds from the reservation card, but there's no link from a guest to their profile in Cloudbeds the way there is for a Mews contact. Add a link that gets a manager from the guest details panel to that guest in Cloudbeds.
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AI guest summary at the top of the guest panel A short AI-written summary at the top of the guest details panel pulling together the guest’s notes, reservation notes, and conversation history — a one-paragraph picture of who this is and what’s happened before, without scrolling. 5
Show guest notes in the panel without opening them In the guest details panel a note has to be clicked to read it. Show the note text (or its first lines) inline so the context is visible at a glance during a call. 2
Routing rules: decide who gets a call, text, or chat based on who it’s from Routing today is one ordered list of who rings, per phone number, applied to every call the same way. Let each number carry routing rules with conditions, checked in order: what channel it came in on (call, text, web chat), the guest’s status (in-house, arriving today, departed, unknown caller), tags, booking source, or time of day. Each rule picks its own destination — a person, a group, voicemail, the calling tree, or the number’s normal routing. So an in-house guest calling can skip the phone menu and ring the desk, texts can go to one person and calls to another, and an unknown number can still get the full menu. 7
Faster web chat AI replies Shorten the wait between a website visitor’s question and the AI’s answer in the web chat widget, so the conversation feels live rather than like waiting on a form. 3