The lockbox jams at 11pm. The guest calls, and calls again, until someone picks up. AI Voice answers day and night, verifies the caller against the reservation, handles what it can (the late checkout, the door code, the how-do-I), and logs a summary of every call to your inbox so nothing happens off the record.
Set what it can do on its own and what it should transfer to you
Go live, every call is answered and logged from day one
What this does
Picks up day and night, so the 11pm lockbox call never goes to voicemail
Verifies the caller against the reservation before it shares anything, so a code never goes to the wrong person
Handles the routine live, a late checkout booked in the PMS, a door code read out, an appliance walked through
Transfers anything that needs a human to your team, with the context already gathered
Logs a summary and the transcript of every call against the reservation
Saves
The after-hours phone shift you used to cover yourself, handed to an agent that never sleeps
The bad review from a guest left on hold at midnight, because the phone always gets answered
Workflow
Trigger
A guest calls, at any hour
The phone rings at 9:41pm about a late checkout, or at 11pm about a jammed lockbox, and AI Voice answers on the first ring.
Tool call
Verify the caller
pms.search_reservations() · matches the number and the property to the live booking before it shares a code or makes a change.
Prompt
Handle the request live
Understands what the guest needs and does what it is allowed to do on the call, book the late checkout, read the verified code, walk through the fixable.
Tool call
Take the action
guesty late-checkout, the verified door code, or the appliance steps · completed on the call, not queued for later.
Approval
It stays in the lane you set
You decide what it handles on its own and what it transfers. It never books a change or reads a code outside what you have allowed, and anything else goes to your team with the context in hand.
Watch
Log the call
A summary and transcript land in your inbox against the reservation, so every call is on the record.