Voice AI

What it does

Voice AI answers your motel's phone line with a conversational AI agent that can handle common caller questions — room availability, rates, check-in instructions, directions, and more — without putting guests on hold or requiring a staff member to pick up. Calls that need human help are transferred to your front desk. The agent sounds natural and can be customized to match your motel's personality.

Prerequisites

• Admin or Manager role in the dashboard
• A Twilio phone number configured for your property (your platform administrator handles this setup)
• Voice AI feature enabled for your property tier

How to enable

1. Log in to the staff dashboard as an admin or manager.
2. Go to Settings > Voice AI.
3. Confirm the feature shows as available. If it is grayed out, contact your platform administrator.
4. Click Enable Voice AI.
5. The system will connect the AI agent to your property's configured voice phone number.

How to configure

All voice agent settings are found under Settings > Voice AI > Configuration.

Voice and personality

• Voice — Choose from Alloy (default), Echo, Shimmer, or Verse.
• Personality — Select from prebuilt options such as "Mountain Concierge" or "Default."
• Greeting style — Customize the opening line the agent uses when answering a call.

Call handling

• Maximum concurrent calls — default: 1; increase for high call volume.
• Queue timeout — how long a caller waits before transfer (default: 30 seconds).
• Fallback phone number — where calls transfer when the AI cannot help.

Transcripts and analytics

Under Settings > Voice AI > Analytics, enable call transcript storage to review what the AI said and how callers responded.

How to verify it's working

1. Save your configuration settings.
2. Call the motel's voice AI phone number from any phone.
3. The AI agent should answer within 2-3 rings with your configured greeting.
4. Ask a simple question like "What time is check-in?" and confirm it answers correctly.
5. Say "I'd like to speak to someone" and confirm the call transfers to your fallback number.

Common questions