Serve · Voice
The phone, answered.
Ersona takes the call with the reservation in view and in the caller’s language, calls guests when a journey step or a task needs it, and routes to the right person when your rules say a human should take it.
Inbound · Outbound · Routing
- Inbound
- Outbound
- Routing
Answer every guest instantly, in their language, within your instructions.
What it looks like
One phone call, handled end to end.
Caller · +49 … · 20:12
Hi - we land late on Thursday. Can we still check in after midnight, and is parking available?
Ersona · 20:12
Yes - reception is staffed all night, so a late arrival is fine, and I’ve noted it on your booking. Parking is €12 a night at the hotel; I’ve reserved a space for Thursday.
- Call answeredFront desk number · in the caller’s languageVoice20:12
- Reservation identifiedRoom 9 · arrives ThuOptima20:12
- Hotel rule appliedLate arrival · parking availableHotel Lindenhof20:12
- Late arrival notedFront desk briefed for Thursday nightNotifications20:13
- Parking space reservedThu · added to the booking notesTasks20:13
- Call completedNo transfer neededErsona20:14
Illustrative workflowDemo property and data.
How it works
- 01
Inbound
Calls answered with the booking, the stay and your instructions in view
- 02
Outbound
Ersona calls the guest back when a journey step or a task needs a voice
- 03
Routing
To the right person, by your rules - with the reason attached
- 04
The work that follows
Tasks created, the team notified, the conversation recorded
- 05
One context
The same hotel knowledge as your chat, email and WhatsApp channels
Both sides, and the line between
What the guest experiences, what your team works in, and where a person enters - as the product works today.
- The guest
- Calls the property and is answered in their language with the reservation identified; asks for the desk and is routed; is called back when a journey step needs it.
- Your team
- The call and what followed - the task, the note, the hand-over - on the same record as chat, under the same instructions.
- Where a person decides
- Routing rules and hand-over topics you set; a person can be reached at any point.
Works with your systems
Your PMS keeps doing its job. Each guest channel can follow its own rules.
- GuestyPartner · Marketplace
- OptimaPartner · Marketplace
- MiniHotelPartner · Marketplace
- Hostaway
- Cloudbeds
Guests reach you on WhatsApp, the phone, Instagram, Messenger, Telegram, email, your website and the OTA inboxes your PMS relays. Booking goes to your own engine, WebHotelier included. All integrations
Questions
Something not answered here? Write to us
What happens when a caller needs a person?
Ersona routes the call by the rules you set - by topic, by property or by time of day - and the person who picks up sees what was already asked and answered.
Can Ersona call guests, not just answer?
Yes. Outbound calls can be part of a journey step or the follow-up to a task, in the same way messages are.
Does the phone follow the same rules as our chat?
It shares the same hotel context, and it can behave differently: what Ersona handles on the phone, when it escalates and who it hands to are set per channel.
Which number does it use?
Yours. The number and the telephony contract stay with you.
Also in Serve
See it on your hotel.
How this works with your PMS, channels and instructions - in a short walkthrough.