Roadmap

See what we're working on and what's coming next.

Roadmap

See what we're working on and what's coming next.

Roadmap

See what we're working on and what's coming next.

Ideas41

Choose or silence the ring and text sounds on the web app

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

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

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

AI guest summary at the top of the guest panel

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

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 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

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

Reply to internal notes from the mobile app

Reply to internal notes from the mobile app On the web app, a teammate can reply to an internal note right where it appears. Bring that to the mobile app so a tagged person can answer from their phone instead of opening the web app. 3

Ask AI: ask your property’s AI a question directly

Ask AI: ask your property’s AI a question directly The same AI that answers guests on calls, texts, and web chat, available to your team. Ask it about rates, stay options, house rules, or anything in your knowledge base and PMS, and get an answer for yourself — or turn it into a reply to a guest. Useful for training new staff, and for anyone taking a sales call without the PMS open. 6

Show that the Guest Question step sends a text message

Show that the Guest Question step sends a text message The Guest Question step in the workflow editor texts the guest and only matches replies that come back by SMS, but nothing in the step says so. If WhatsApp or web chat is also in play, it isn’t obvious that the question won’t go out or be answered on those channels. Label the step’s message as an SMS so it’s clear at a glance. 1

Planned10

Start an automation when a door code is used

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.

Open a guest's Cloudbeds profile from Hello Hotel

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.

Save Calling Tree Settings

No description

Acknowledge a note with a reaction

Acknowledge a note with a reaction A quick emoji or “seen” on an internal note so a teammate can show they’ve read it without writing a reply — the thumbs-up that says “got it” and keeps the thread clean. 2

Delete an internal note

Delete an internal note Internal notes on a conversation can’t be edited or deleted once posted. A typo, a note left on the wrong guest, or a note that tags the wrong teammate stays on the timeline for good. Let a note be deleted after posting so the conversation history stays accurate. 2

Mobile edit-contact icon looks like the new-message icon

Mobile edit-contact icon looks like the new-message icon In the mobile app, opening a contact from the conversation screen, the icon to edit the contact looks like the icon to start a new message - people tap the wrong one. Use an icon that clearly means edit. Optionally place it with the Message and Call actions so the header top bar can be simplified or removed. (Mobile-only visual/UX issue.)

Business as a contact field

Business as a contact field Add a Business (company/organization) field to the contact record, for context on who the guest is (corporate stays, group/event contacts, repeat business travelers). A structured field beats burying it in notes. Open: does 'business' mean the guest's company/employer or an event/group they're tied to; pull from Mews if available vs. manual entry; show it in Contact Information; make it available to automations/AI as a variable/condition.

Front desk dashboard & customizable guest-list view

A front-desk / guest operations dashboard, combining two closely related ideas: 1) Operational 'what needs a response now' view: missed calls not yet called back, texts awaiting reply, outstanding/needs-attention items, aging/urgency, arrivals today, in-house guests with open threads, voicemails, and a data-hygiene queue. 2) A tabbed, customizable guest table: Arriving / Departing / In-House / custom Lists with an easy top toggle between views, and customizable columns - conversation status, sentiment, arrival status, stay dates, room type, room number, housekeeping status from Mews, staff assignment, door code - plus saved custom lists. Inspiration: Akia's dashboard. Complements the pre-booking (#23) and overall (#26) intelligence dashboards - this is the operational 'now' view. Dependencies: housekeeping status & room type need the right Mews fields; the staff-assignment column depends on conversation owners (#46/#30). Column prefs per user. Key definition to settle: what counts as 'responded'. (Merged from the former Reception/guest-support dashboard and customizable guest-list view tickets.)

Use snippets as AI prompt

Conversation assignment and claim

Conversation assignment and claim Let team members claim or assign a conversation to themselves or a teammate so it lands in that person's personal queue. Assigned conversations show an owner badge on the thread and can be filtered by assignee in the inbox view. Prevents two team members from replying to the same guest at the same time during busy periods, and gives every thread clear ownership so nothing falls through the cracks during hand-offs. Pairs naturally with the conversation intelligence dashboard so operational metrics like average response time, conversation load, and resolution rate can be measured per team member — not just at the property level. 4

In progress3

Knowledge Base bulk import/export

Knowledge Base bulk import/export Export and import the knowledge base as a file (CSV or, better for rich article bodies, a markdown bundle/zip) so articles can be edited in bulk - big cleanups, mass updates, offline drafting - instead of one at a time in the UI. Open: file format (a flat CSV struggles with formatting/images/links); round-trip fidelity through export -> edit -> import; import as create-or-update matched by title/ID. (We already have an internal markdown <-> Gleap publish/sync pipeline; this is the customer-facing version.)

WhatsApp connection wizard

The self-serve signup flow that lets a hotel connect its own WhatsApp Business Account to Hello Hotel and start messaging — covering the WhatsApp/Meta signup, number verification, approval steps, and mapping the connected account to the right property. Implementation path is still being decided (leaning toward Telnyx's hosted signup flow). Target: late summer 2026. Note: WhatsApp can already be enabled manually per property by request today; this ticket is the widely available, self-serve version.

Top KB questions widget

Top KB questions widget A dashboard section (e.g. at the bottom) surfacing the top recurring guest questions worth adding to the knowledge base, with how often each comes up and a one-click 'draft a KB article from this' hand-off. Turns everyday conversations into KB improvements. Open: automatic detection/clustering vs. a lightweight 'this should be a KB article' tag in the moment.

In Testing0

Released42

Outbound webhook action in automations

Outbound webhook action in automations Add an outbound webhook action to automations - POST to an external URL when an automation runs. Unlocks integrations we don't build natively (e.g. creating Trello tasks, which Zapier handled) and is a general-purpose escape hatch to other tools. Open: configurable URL / method / headers / payload with variables; retry & failure handling; security (secrets, allowed domains).

Include check-out links in AI-drafted replies

An AI-drafted reply can include a guest's check-in link, but not their check-out link — so a guest who asks how to check out gets a draft without the link, while the same question about checking in resolves fine. Check-out links work everywhere else: the composer, snippets, and automations. 2

Mews payment link variable for messages

Mews payment link variable for messages A message variable that inserts a link to the guest's payment page in Mews. Drop it into a text or automation and the guest gets a personalized link to add their payment method - no more manually copying payment URLs for each reservation.

Two-way contact sync with Mews

Two-way contact sync with Mews Sync guest contacts in both directions between Hello Hotel and Mews. Today contacts flow from Mews into Hello Hotel - with two-way sync, updates you make in Hello Hotel (like a corrected phone number or email) would push back to the guest profile in Mews, so both systems stay accurate.

Group texting

Group texting Start a group text conversation with multiple guests in one thread - for example, a wedding party or a group traveling together. Everyone sees the same messages and can reply in one place.

URL shortening for guest links

URL shortening for guest links Automatically shorten long links — like check-in and booking links — down to a clean Hello Hotel branded short domain. Long URLs look messy and can break or get flagged in texts; short branded links are easier to share and look more trustworthy to guests.

Web chat widget for your website

An embeddable chat widget you can add to your own website. It's AI-response-first, but your team can jump in and reply directly in the web chat. If the guest wants to keep the conversation going elsewhere, the chat can move to text, call, or email — and the full context of the conversation carries over. Each web chat also creates a contact card for that person with the chat attached.

Auto-create alphanumeric sender ID per messaging profile

Auto-create alphanumeric sender ID per messaging profile Automatically create an alphanumeric sender ID for every messaging profile we set up - likely a gap on number porting and/or new numbers. Also add the alpha sender name to the new-org setup flow so the sender ID is created with the right name. Note: alphanumeric sender IDs are region-dependent and not used for standard US A2P/10DLC long-code messaging - confirm where they actually apply (Telnyx + our markets) before defaulting on. Backfill existing profiles?

'Send Text' option to not re-open a closed conversation

'Send Text' option to not re-open a closed conversation Add an option on the Send Text automation action to NOT re-open a closed/resolved conversation, so informational automated messages don't resurface a thread as if it's live/unhandled. Open: should automated sends default to not reopening (opt-in to reopen)?

Delays should trigger a data refresh

Delays should trigger a data refresh When an automation hits a delay/wait step, re-fetch fresh data on resume (re-pull guest/reservation state, re-evaluate conditions) instead of acting on the snapshot from when it started - things change during a wait (cancellations, room reassignment, number updates). Bigger opportunity: re-check entry conditions after a delay and stop if they no longer hold (a 'still valid?' gate).

Ideas41

Choose or silence the ring and text sounds on the web app

Route calls to a number in another organization you manage

Alert the team when a guest message sounds unhappy

AI guest summary at the top of the guest panel

Show guest notes in the panel without opening them

Routing rules: decide who gets a call, text, or chat based on who it’s from

Faster web chat AI replies

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

Reply to internal notes from the mobile app

Ask AI: ask your property’s AI a question directly

Show that the Guest Question step sends a text message

Planned10

Start an automation when a door code is used

Open a guest's Cloudbeds profile from Hello Hotel

Save Calling Tree Settings

No description

Acknowledge a note with a reaction

Delete an internal note

Mobile edit-contact icon looks like the new-message icon

Business as a contact field

Front desk dashboard & customizable guest-list view

Use snippets as AI prompt

Conversation assignment and claim

In progress3

Knowledge Base bulk import/export

WhatsApp connection wizard