Voice Agent

Vanio AI answers phone calls for your properties automatically. Guests call your property number and talk to the AI directly — it has the same knowledge as your text messaging system, plus direct access to reservation portals for booking management.

Getting Started

Setting Up Phone Numbers

1. Go to Settings → Voice Agent
2. Click Add Phone Number to assign a number to each property
3. Choose to purchase a new number or use an existing one
4. Select which property the number should serve
5. The AI is immediately active — guests can call and get help 24/7

[Screenshot: Voice Agent settings page showing phone number assignments]

Testing Your Setup

1. Call your property's phone number from any phone
2. The AI will answer within 2-3 rings and introduce itself
3. Try asking common questions like "What's the WiFi password?" or "How do I get in?"
4. Check Voice Calls in your dashboard to see the call log and transcript

How It Works

When a guest calls your property number, Vanio AI automatically:

• Identifies the caller by matching their phone number to reservation data
• Greets them by name and acknowledges their specific property
• Accesses their reservation details including check-in dates, lock codes, and property information
• Answers questions instantly using your property's knowledge base
• Creates maintenance tasks when guests report issues
• Manages reservations directly through property portals — checking bookings, creating new reservations, and sending verification links
• Escalates emergencies to you with full context

The AI speaks naturally and handles interruptions smoothly — guests can talk to it like a helpful concierge who knows their reservation details and can take action on their behalf.

[Screenshot: Call log showing transcript of AI conversation with guest]

What the Voice Agent Handles

• Check-in assistance — Walks guests through arrival, provides lock codes, answers property questions
• Lock code troubleshooting — Verifies codes work, regenerates if needed, guides guests through entry
• Reservation management — Checks existing bookings, creates new reservations, sends portal access links
• Portal access support — Helps guests access property portals even without phone numbers on file using verification links
• Property information — WiFi passwords, parking instructions, amenity locations, house rules
• Maintenance requests — Logs issues like broken appliances, creates tasks for your team
• Local recommendations — Restaurants, attractions, directions using your knowledge base
• Emergency situations — Detects urgent problems and immediately calls you with context

Advanced Portal Integration

For properties using specialized booking portals (like Signature at MGM Grand), the voice agent can:

• Check reservation status in real-time through portal connections
• Create new bookings directly during phone conversations
• Send verification links to guests who need portal access
• Handle authentication issues by generating magic links for guests without phone numbers
• Perform automatic checks before guest arrival to catch portal setup problems
• Create signature reservations automatically when guests complete portal verification — no manual setup required

This means guests calling about booking issues get immediate resolution without waiting for manual intervention.

Call Management

Call Logs and Transcripts

Every call is automatically logged with:

• Full transcript of the conversation
• Call duration and timestamp
• Guest identification (matched to their reservation)
• Any actions taken (maintenance tasks created, codes regenerated, bookings managed)
• Summary of what the guest needed
• Caller phone number for quick reference

Access call logs in your dashboard under Voice Calls to review conversations and track common issues. Call summaries and phone numbers now appear directly in your dashboard timeline, so you can quickly review guest conversations alongside all other activity.

[Screenshot: Dashboard timeline showing voice call summaries with caller phone numbers]

Escalation Rules

Set up automatic call transfers for specific situations:

1. Go to Settings → Voice Agent → Escalation Rules
2. Create rules for different scenarios (maintenance, emergencies, billing)
3. Choose whether to transfer to your phone or a team member's phone
4. Set rules by property or property group for targeted routing

When the AI detects a situation requiring human help, it smoothly transfers the call with full context about what the guest needs.

Availability and Reliability

The voice agent is available 24/7 with no voicemail, hold times, or missed calls. Guests get immediate, informed responses regardless of when they call — even at 2 AM for lock code issues or early morning check-in questions.

The AI maintains conversation context throughout each call, so guests don't need to repeat information when asking follow-up questions.

Tips & Best Practices

• Keep your knowledge base updated — The voice agent pulls from the same information as text messaging, so current property details ensure accurate responses
• Configure portal credentials — For properties with booking portals, ensure login credentials are current so the AI can manage reservations effectively
• Test regularly — Call your properties monthly to ensure the AI has current information and sounds natural
• Review call logs — Weekly transcript reviews help you spot common guest issues and improve your property information
• Set clear escalation rules — Configure automatic transfers for maintenance and emergency situations you want to handle personally
• Update lock codes promptly — The AI can only provide codes that are current in your system
• Monitor portal integrations — Check that booking portal connections remain active for seamless reservation management
• Check your dashboard timeline regularly — Voice call summaries appear with other activity, making it easy to spot patterns in guest communications

Common Questions

Can the AI handle multiple languages? Currently the voice agent operates in English, with additional language support planned for future updates.

What happens if the AI doesn't understand a question? The AI asks for clarification and can escalate to you if needed. It's trained to recognize when a human should take over the conversation.

How quickly does the AI answer calls? Calls are answered within 2-3 rings, and the AI begins speaking immediately with a personalized greeting when it recognizes the caller's phone number.

Can the AI help guests without phone numbers on file? Yes, for properties with portal integration, the AI can generate verification links that allow guests to access booking portals even when no phone number is associated with their reservation.