Channels
How your position works on the phone
Taking calls, resolving requests, handing over cleanly: the phone channel.
Updated: 30 August 2026
Every call is answered
Your position takes calls around the clock, even at 3 am and in the guest's language. It answers questions about rooms, times and your property from the knowledge base, records requests and resolves them as far as its permissions allow. Where it makes sense, it also sends a text message, for example with the access code or a payment link.
Two ways to set it up
Either you forward calls from your existing hotel number to a forwarding destination we provide, which you can see and copy in the portal. Or you connect your own phone system directly. We set up either option together with you or your telephony provider, and your numbers stay exactly as they are.
When a human is needed
In the portal, under “Availability & escalation”, you define when calls are transferred and where to: whenever a guest asks for a person or only in emergencies, optionally with immediate transfer for certain keywords. Alternatively, the position creates a callback task with the complete conversation history. That way no request gets lost, and nobody has to explain things twice.