Changelog

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🚀 Applied knowledge base suggestions no longer reappear in your queue

• Suggestions from OTA conversations asking you to remove contact details, add privacy warnings, or redirect guests to a different channel are filtered out automatically — your queue shows only genuine hospitality updates.
• When a technical issue prevents Ecco from using part of your knowledge base, it is handled internally — no task appears in your queue for something you cannot action.
• Once you apply a suggestion, it stays out of your queue permanently — even if Ecco re-reviews the same part of your knowledge base later.

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✨ Submit and vote on Ecco feature requests from your dashboard

• The roadmap is linked from your dashboard sidebar and shows every feature Ecco is currently reviewing, planning, actively building, or has recently shipped.
• To suggest something new, type your idea and submit — it appears on the roadmap immediately so other customers can discover and vote on it straight away.
• Upvote the features that would benefit your property most, or remove your vote at any time — no extra account or subscription required.
• Ecco’s team reviews every submission; the most-requested ideas are promoted through development and the roadmap updates automatically as features progress.

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🐛 Voice minute quota now reflects your negotiated plan across the dashboard

• The voice minute allowance shown in your dashboard now matches your actual contracted quota — not the default for your plan tier — so your usage figures are always accurate.
• Usage alert emails sent when you are approaching your voice minute limit now fire at the correct threshold, based on your actual quota rather than a generic plan value.
• A configuration error in your plan data no longer causes your quota to silently fall back to an incorrect limit — Ecco detects the issue and preserves your correct allowance.
• Contact [email protected] to ask about a custom voice minute plan for your property.

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🚀 Suggestion list is less cluttered — clearer labels, no low-risk badge

• Low-risk suggestions remain visible in your list without a badge — fewer filter options to navigate, with no change to what you can see.
• Suggestions that need attention now carry clearer, plain-language labels so you immediately know which ones to review and which signal a conflict to resolve.
• One label now includes a tooltip that explains what it means, so you can always act on a suggestion with full confidence.

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🐛 OTA and WhatsApp conversation links always open the right chat

• Selecting a WhatsApp conversation updates the page URL — copy and share the link, or refresh and return to the exact same chat at any time.
• Shared links to OTA or WhatsApp conversations always open the right chat on the first click, even for older threads that are not visible on the first page of your inbox.
• The selected conversation is automatically scrolled into view in the inbox list, making it immediately clear which chat is open.
• A brief network hiccup no longer drops the conversation or clears the link — the dashboard recovers and holds your place automatically.

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🚀 FAQ suggestions no longer create duplicates in your knowledge base

• When an approved suggestion matches an existing FAQ, it links to that entry instead of creating a redundant one — keeping your question library clean and consistent.
• If a suggestion is compatible with an existing FAQ, the existing entry is updated automatically rather than generating an overlapping duplicate.
• When a suggestion conflicts with a live FAQ, the dashboard shows both versions side by side — nothing is changed until you review and decide.
• Conflicting suggestions are held in a review queue and cannot override your active FAQs automatically.

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🐛 Guest WhatsApp photos and files now process reliably

• Photos, videos, and documents guests send via WhatsApp are now processed correctly even when multiple messages arrive at the same time — each one is retried if needed rather than quietly dropped.
• OTA conversations are now handled only for currently active properties — if a property is paused or deactivated, Ecco automatically stops processing OTA messages for it.
• Any OTA conversation previously linked to a now-inactive property is automatically cleaned up, so no stale or incorrect response can reach guests.

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🐛 Krossbooking special requests now go straight to service notes

• Ecco saves guest special requests — such as dietary needs, room setup preferences, or accessibility requirements — directly as service notes in Krossbooking, where your team can review and act on them.
• No failed or incomplete booking update can occur alongside a special request — each action is handled cleanly on its own.
• Cancellations and check-in time changes at Krossbooking properties continue to work exactly as before.

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🐛 Ecco finds the right answer in your full knowledge base every time

• All knowledge base documents — including those added months or years ago — are automatically checked and made searchable during every sync.
• When a knowledge base document opens with a general introduction followed by specific sections, Ecco now draws from the correct specific section rather than the generic opening.
• Section headings are matched consistently regardless of minor punctuation differences, so well-structured guides are always navigated correctly.
• Knowledge base articles linked from Google Docs are recognised reliably, whichever way the link was shared or copied.

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✨ Block OTA-related transfers automatically during after-hours windows

• During the after-hours window you configure, Ecco delivers a polite closure message to OTA-sourced calls and does not attempt to transfer them or take any booking action.
• Guests who contact you directly during the same window continue to receive full service — the after-hours rule applies only to OTA-sourced calls.
• If anything unexpected prevents the gate from running, Ecco defaults to blocking OTA transfers — the safest choice is always applied automatically.
• Contact [email protected] to enable it for your property.

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🐛 Krossbooking long-stay enquiries now route instantly to your team

• Availability searches for stays up to 30 nights at Krossbooking properties work exactly as before — no changes for short or mid-length stays.
• When a guest enquires about a stay longer than 30 nights, Ecco immediately logs it as a long-stay request and passes it to your team to handle directly, rather than running a search that would time out.
• Properties using other hotel management systems are unaffected — this change applies only to Krossbooking.

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🐛 Krossbooking reservation details load reliably in the dashboard

• Opening Krossbooking reservations in the dashboard no longer triggers an error page — all guest and booking details display completely.
• The fix applies automatically to all Krossbooking properties, including those with high reservation volumes — no action needed.

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🐛 Krossbooking glitches can no longer cause duplicate guest replies

• When Krossbooking’s messaging service returns an uncertain outcome, Ecco checks the conversation thread to confirm whether the message was already delivered — if it was, no second message is sent.
• Network errors, server errors, and ambiguous responses are all handled the same way: Ecco pauses and checks rather than retrying blindly.
• If delivery cannot be confirmed after checking, the message stays pending and Ecco does not retry automatically — your team can review and decide.
• These fixes apply automatically to all Krossbooking properties — no action needed.

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✨ SmartPMS Booking Engine rates now show for all properties

• Only rates genuinely available on your SmartPMS Booking Engine are shown — weekly rates, for example, no longer appear as an option for a two-night stay.
• If the standard rate feed is incomplete or slow, Ecco automatically falls back to your Booking Engine’s live pricing — guests always see accurate totals and nightly breakdowns.
• Full rate details are preserved either way: board basis (such as breakfast included), nightly price breakdown, cancellation policy, and refundability all display alongside each offer.
• Contact [email protected] to enable it for your property.

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🐛 Refundable rates at SmartPMS properties now display correctly

• Flexible rate plans at SmartPMS properties are now correctly labelled as refundable — guests can see at a glance which options allow cancellation before booking.
• Non-refundable rates remain accurately labelled, keeping the distinction between rate types clear for every guest.
• The fix works regardless of how SmartPMS reports rate plan data — both older and current SmartPMS formats are covered.
• The fix applies automatically to all SmartPMS properties — no action needed.

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🐛 WhatsApp photos and files from guests are reliably delivered

• When a guest sends a photo, document, or file via WhatsApp and Meta has a temporary issue, Ecco retries the download automatically — the media appears in your inbox without any action from you or your guest.
• Guests no longer need to resend photos or files because of brief network issues on Meta’s side.
• The fix applies automatically to all properties — no action needed.

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🐛 CiaoBooking room count now matches your actual inventory

• Your room count now reflects your actual inventory — a property with 7 rooms always appears as 7 rooms, regardless of how many rate plans each room carries.
• Rate plans (flexible, non-refundable, weekly, and others) appear as pricing options within each room, so guests can compare and choose the one that suits them.
• When a guest selects a specific rate, that exact rate is confirmed in their booking — not the property default.
• The fix applies automatically to all CiaoBooking properties — no action needed.

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🐛 Knowledge base website scans now run once and retry if they fail

• Each website scan runs exactly once — stale or duplicate scan requests can no longer trigger a second import from the same source.
• If a scheduled website scan fails, Ecco retries automatically after 1, 3, and then 7 days before pausing that source for manual review.
• When setting up a new agent, the website scan only begins when you explicitly click to start it — re-entering the setup flow no longer triggers an unintended scan.
• All fixes apply automatically — no action needed.

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🐛 OTA guest replies always draw on your full, current knowledge base

• Automatic replies on Booking.com and other OTA channels draw on every document in your knowledge base, regardless of how many apartments or documents your property has.
• At properties with multiple units sharing an OTA connection, each unit’s specific documents — access instructions, house rules, and entry codes — stay available at all times and are never sent to guests from other units.
• When your knowledge base is being updated or synced, OTA replies never drop or go missing — Ecco always uses a confirmed, available version of each document until the updated version is fully ready.
• All fixes apply automatically — no action needed.

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🐛 Knowledge base facts now stay current across Voice, WhatsApp, and OTA

• After a knowledge base update, the previous version of a fact can no longer be silently restored during a routine sync — guests always receive the most current information.
• Each piece of property information now appears exactly once across your voice agent, OTA replies, and WhatsApp conversations — no duplicate entries, no outdated copies.
• The fix applies automatically — no action needed.

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🐛 Pending knowledge base suggestions no longer go missing

• When Ecco proposes a change to your knowledge base content, it now always appears in the Suggestions queue for your review — no suggestion is silently skipped.
• The fix applies automatically — no action needed.

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🐛 Krossbooking voice agent no longer escalates when looking up bookings

• At Krossbooking properties with multiple apartments, the voice agent now correctly identifies the right property for each call — no matter how similar the apartment names are.
• When a caller asks about their reservation, the voice agent finds it and responds directly — without passing the call to your team.
• Contact [email protected] to enable this for your Krossbooking multi-unit property.

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🚀 Chat timestamps now show in European format (DD/MM/YYYY · HH:mm)

• WhatsApp and OTA chat threads show each message’s timestamp in DD/MM/YYYY · HH:mm — consistent for every member of your team, regardless of where they are or what browser they use.
• Voice call transcripts show timestamps down to the second (DD/MM/YYYY · HH:mm:ss) for each turn in the conversation, so you can pinpoint exactly when any exchange took place.
• Booking dates shown in conversation context cards always match the dates the guest reserved — no shifts caused by timezone differences between your browser and your property’s location.

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✨ Airbnb and Booking.com support messages now escalate to your team

• When Airbnb Support, a Booking.com resolution manager, or another OTA case handler sends a message on your thread, Ecco recognises the sender and alerts your team — your staff can respond directly on the platform.
• Guest messages on Airbnb and Booking.com continue to receive instant automated replies as normal — only messages from OTA platform staff are routed to your team.
• Contact [email protected] to enable this escalation for your property.

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🐛 Krossbooking OTA replies delivered correctly, reads recover from errors

• OTA replies at Krossbooking properties are only reported as delivered when Krossbooking explicitly confirms them — no more false ‘message not delivered’ alerts for messages guests had already received, and your activity log stays accurate.
• When Krossbooking’s system returns a temporary server error while Ecco is reading a guest’s message thread, Ecco automatically refreshes its session and retries — guest inquiries are no longer missed during brief outages.
• All fixes apply automatically — no action needed.

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🐛 Keybox code now available on checkout day for key returns

• Guests who ask Ecco for the keybox code on their checkout day now receive it straight away — Ecco no longer tells them the information is unavailable and hands the conversation to your team.
• Check-in instructions, including keybox and access codes, remain accessible throughout the stay and on the checkout day itself — they are withheld only from the day after checkout onward.
• The fix applies automatically — no action needed.

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🐛 Silent OTA delivery failures now trigger an email alert

• If Ecco writes a reply for a guest on Booking.com or another OTA but the channel permanently blocks delivery, you now receive an email telling you to respond manually on that platform — the inquiry is no longer dropped in silence.
• The alert fires only for permanent, unrecoverable delivery failures — temporary glitches that resolve on their own do not generate a notification, so your inbox stays quiet unless your action is genuinely needed.
• Pre-booking inquiries about availability and other potential leads now reach your team even when the underlying OTA channel has a configuration issue, giving you the chance to follow up.

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✨ Voice agent answers extra-service questions live from CiaoBooking

• Guests asking during a call about pet fees, dining packages, or experience add-ons now get accurate answers with current prices — even if your booking engine was updated that same day.
• Prices and service details come directly from your CiaoBooking booking engine in real time, so there is no risk of your knowledge base falling out of sync after a rate or service change.
• Contact [email protected] to enable this for your CiaoBooking property’s voice agent.

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🐛 Guests replying via Booking.com or Airbnb no longer wait hours

• Guests who reply through the Booking.com or Airbnb guest portal now receive an automatic response from Ecco — even late at night or over the weekend when your team is offline.
• Ecco correctly tells apart a genuine reply from your team and an automated relay from the OTA platform, so conversations are never left without an automatic response by mistake.
• The fix applies automatically — no action needed.

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🐛 Incomplete OTA setup can no longer silence Ecco across all channels

• Ecco now answers guest calls, WhatsApp messages, and OTA conversations even when some properties have an OTA feature that has not yet been fully set up.
• An incomplete OTA configuration on one property can no longer cascade into Ecco going silent across all guests and all channels — each feature area now operates independently.
• The fix applies automatically — no action needed.

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✨ Copy knowledge base fields across all your apartments in one step

• Select any fields — stay rules, tourist tax, safety info, or local area details — from one apartment, pick your destination units, review what will change, and apply everything in a single action.
• By default, only empty fields are filled in — values already entered in destination apartments stay untouched, and unit-specific fields like Wi-Fi passwords and access codes are deselected automatically to prevent accidental overwrites.
• Quality scores for copied apartments now update immediately after every bulk copy — no need to edit a fact to trigger a refresh.
• An undo option appears right after you apply, letting you reverse the entire operation instantly if something looks wrong.

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🐛 Voice calls and WhatsApp messages stay live during knowledge base updates

• Voice calls and WhatsApp messages are now answered throughout every knowledge base update — including during the short window when newly added documents are still being configured.
• Properties that update their knowledge base several times a day benefit most — conversations run without interruption at any hour.
• The fix applies automatically — no action needed.

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🐛 Voice agent stays live when you update settings on properties with a custom FAQ

• Your voice agent can no longer be left in draft by a conflict between custom FAQ documents and a pending settings update — it stays live and continues responding to guests.
• Enabling features like human handover now works correctly on any property that uses a custom FAQ.
• The fix applies automatically — no action needed.

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🐛 Custom FAQ answers now reach guests reliably on all channels

• Custom FAQ answers — such as service hours, access policies, or local area details — now reach guests consistently on every channel, including voice calls, WhatsApp, and OTA conversations.
• Knowledge base syncs now complete successfully for properties with custom FAQs — your facts, extra documents, and property information all update as expected on every sync.
• Custom FAQ entries always take priority over general property information — a specific answer you have written is never bypassed in favour of a less precise one.
• Conversations on WhatsApp, OTA platforms, and voice calls no longer go unanswered when a custom FAQ document is involved.

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🐛 Krossbooking OTA inbox no longer marks answered threads as unread

• Answered threads in your Krossbooking OTA inbox — whether your team or Ecco replied — stay marked as read when the inbox refreshes, so your team only sees conversations that still need attention.
• Unread counts in your OTA inbox now reflect only genuine open questions from guests — no more chasing threads that were already handled.

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✨ Find properties needing activation with a new status filter

• Knowledge base entries are now labelled ‘Active’ or ‘Needs activating’ — making it clear that an inactive property simply hasn’t been switched on yet, not that something is broken.
• The ‘Needs activating’ count in the overview now matches the badges in your property list — archived or under-review entries no longer inflate the total.
• A new status filter in the property list lets you view all active entries, all that need activating, or all awaiting more information — with a dedicated message for each option.
• Clicking the ‘Needs activating’ count in the overview takes you straight to the filtered list — no manual searching needed.

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🐛 SMS now reaches guests reliably in Norway, Australia, and other countries

• SMS to guests outside Italy and the US now go through a shared ‘Ecco’ sender, registered in the countries that require it — messages are no longer rejected before reaching your guests.
• Guests in countries such as Norway, Greece, and Australia now receive SMS messages successfully.
• Guests in Italy continue to receive SMS under your property’s own branded name; guests in the US and Canada are unaffected.
• No action is needed — the improvement applies automatically to all properties.

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🐛 Raw website content removed from Krossbooking knowledge base and voice agent

• Cookie banners, navigation text, and marketing copy scraped from your Krossbooking property websites no longer appear in your knowledge base — only structured facts and manual notes are shown.
• The same raw content no longer reaches your voice agent either — when answering guest questions, Ecco draws only on your structured property facts, making answers cleaner and more accurate.
• Manual property notes you write yourself continue to appear in the knowledge base and remain fully editable.

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🐛 Archived properties no longer appear in your property list

• Archived properties and room types no longer show up in your property list — only active, live units are displayed.
• For properties using Krossbooking, room types that were archived to remove duplicates or inactive entries stay hidden after every daily sync — they never reappear automatically.

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🚀 Mobile inbox: send button always reachable, no iOS zoom

• The full-screen view hides inbox tabs and navigation so staff can focus entirely on the conversation — a context strip at the top shows the apartment and dates, and booking details open in a slide-up panel with one tap.
• The message composer always stays above the on-screen keyboard, making it easy to type replies on any phone.
• The send button is always reachable — the support chat bubble hides automatically while a conversation is open on your phone, and reappears when you close it.
• iOS no longer zooms in when you tap the message box — typing replies stays comfortable on any iPhone.

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🐛 OTA inbox updates reliably again for all Krossbooking properties

• Guest messages from Booking.com and other OTA platforms now appear in the inbox for properties using Krossbooking — your team stays up to date on every enquiry.
• The inbox resumes its normal update cycle automatically — no manual reset or action from your team is needed.

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✨ Guests with a confirmed booking get your direct contact on escalation

• For guests with a confirmed booking, the escalation notice can now include your phone number — so they can reach your team right away without going back through the booking platform.
• Guests without a booking always receive a standard notice without contact details — your phone number is never shared before a reservation is confirmed.
• You can now write both escalation messages — one for confirmed guests, one for pre-booking inquiries — directly in your dashboard; Ecco translates and delivers each in the guest’s own language.

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🐛 Shared FAQs answered directly without asking guests to name their property

• Guests are no longer asked to identify which property they are at before receiving a standard answer — FAQs that give the same answer across all your properties now respond immediately.
• Ecco asks guests to clarify their property only when the FAQ answer genuinely differs from one location to another — for example, when cleaning services or check-in procedures vary by property.
• Questions that already name a specific property in their phrasing are also answered directly, with no extra identification step needed.

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🐛 Calls no longer transferred when booking lookup times out at call start

• The voice agent now handles every incoming call — even when a brief booking lookup at call start is slow or unavailable — so callers are never sent to your team for a reason they could not have anticipated.
• When no specific property can be confirmed at call start, the agent draws on your full knowledge base to answer questions — guests get the same quality of service regardless of lookup timing.
• When a specific property is confirmed, the agent narrows its answers to that property’s knowledge base as usual — giving more precise responses where possible.

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🐛 Email address now finds direct bookings in Krossbooking

• Guests who made a direct booking — through your website or front desk — can now be identified by their email address during a phone call, so the voice agent finds their reservation straight away.
• For bookings from Booking.com or other OTA platforms, the stored contact is a relay address set by the platform — email lookup applies to direct reservations only.

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🐛 Krossbooking OTA threads now show the right guest name and stay details

• OTA guest threads from Booking.com and other platforms are now matched to the correct Krossbooking reservation even when the stay was not included in Ecco’s local arrivals list.
• Guest names that previously appeared as a generic placeholder in the OTA inbox now display the real name from the Krossbooking reservation — your team always knows who they are speaking with.
• With the guest’s name and stay dates now available, the agent answers booking-specific questions — such as early check-in requests — accurately, without unnecessary escalation to your reception team.

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🐛 Booking.com codes and past stays now found on Krossbooking

• Booking.com reference numbers that include dots — such as 5889.807.226 — are now recognised by Ecco and matched to the right reservation straight away.
• Guests calling to request an invoice for a completed stay are now found by name and check-in date, or by phone number — even if the stay ended weeks ago.
• A phone number lookup now returns up to five of the guest’s reservations, including past ones — so the agent can discuss whichever stay the caller is asking about.
• When a guest has more than one stay on file, the agent asks them to confirm the check-in date or booking reference before continuing — preventing any mix-up between reservations.

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🐛 Guests with valid Krossbooking bookings are never falsely turned away

• When a temporary Krossbooking session issue prevents the booking search from returning results, the voice agent transfers the call to your reception team — rather than incorrectly telling the guest that no booking was found.
• The daily arrivals listing is covered by the same safeguard — if a session issue causes Krossbooking’s check-in list to respond unexpectedly, Ecco flags the issue rather than treating the day as having no arrivals.
• Guests with confirmed bookings are always either found in the system or passed to a member of your team — they are never turned away because of a temporary Krossbooking session issue.
• Each time either condition occurs, it is flagged automatically — so Ecco’s team can identify and resolve any recurring issue before it affects more guests.

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🐛 Krossbooking knowledge base imports complete reliably for large properties

• Properties with a large number of configured facts now complete their Krossbooking knowledge base import reliably — the process no longer times out part-way through.
• Syncs complete in roughly a quarter of the time they previously took when AI services are running normally.
• When AI services are temporarily slow, any facts not yet processed are flagged for manual review rather than causing the entire import to fail — your knowledge base is never left incomplete because of a provider issue.

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🐛 Invalid Krossbooking property links no longer appear in your knowledge base

• During each Krossbooking sync, Ecco checks every stored property link and keeps only real, publicly accessible web addresses — internal admin pages, placeholder links, and unrelated external addresses are removed automatically.
• If your knowledge base already contained an invalid link for a Krossbooking property, Ecco removes it the next time a sync runs — no manual cleanup needed.
• Publicly accessible property links you have confirmed in your knowledge base are preserved through the cleanup — your intentional edits are never lost.

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✨ Krossbooking OTA events reach your inbox — full history and working links

• Alteration requests, preapproval notices, special offers, and other booking platform notifications from Krossbooking each appear as a clearly labelled card in your inbox — your team reviews and responds, and Ecco never sends an automated reply to the guest.
• Both past and new OTA events are included — so your inbox shows a complete picture of all platform activity, not just events that arrived after the feature was first activated.
• Notification links in Slack and email now open the exact OTA conversation thread in your inbox — clicking a link lands you on the right thread every time, not a generic page.
• Past OTA conversations stay visible in your inbox as new messages arrive — and each thread now shows the booking platform’s own identifier, making it easy to cross-reference with your OTA platform.

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🐛 Voice agent no longer gives empty answers in rare voice sessions

• When a background voice-processing step completed with an unexpected status mid-session, Ecco would stop and return no answer to the guest even though the correct answer was available — this edge case has been eliminated.
• The voice agent now recognises every valid outcome from its language processing steps and always proceeds to deliver the answer it has found — no guest question is silently dropped.

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🐛 Knowledge base stays accurate when multiple properties sync at once

• When several properties update their data at the same time — for example during a nightly Krossbooking import — the knowledge base now processes each update in sequence, so facts are never overwritten, lost, or duplicated across properties.
• If a temporary issue interrupts a sync step, Ecco recovers on its own — your knowledge base reaches a consistent state without any manual fix needed.
• Duplicate and orphaned documents that had accumulated from earlier syncs have been automatically removed — your voice agent now reads only the correct, current set of facts.

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✨ OTA draft replies now draw on your custom FAQs

• When Ecco drafts a reply to a thread from a booking platform like Booking.com, it now draws on your custom FAQ library — the same answers already available on voice and WhatsApp.
• The delivery preview for each FAQ shows OTA as a channel only when your property has a dedicated OTA agent configured — so the preview always reflects your actual setup.
• When turning a suggestion into a FAQ, Ecco now validates that the question and answer are complete and deliverable before enabling the Save button — the same check that already runs in the FAQ editor.
• While that validation is running, destination and delivery settings are locked — there is no risk of the saved FAQ landing in the wrong channel or being submitted twice.

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🐛 Krossbooking connection recovers automatically after a credential change

• When your Krossbooking login credentials change, Ecco detects the outdated connection and refreshes it automatically — no manual restart or support request needed.
• Reservation lookups and availability checks recover on their own — guests and your staff experience no disruption during or after the credential update.
• Booking creation requests are never automatically retried after a credential change — only safe lookups recover on their own, so there is no risk of a reservation being created twice.

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🐛 Voice and WhatsApp now route correctly for comma-named Krossbooking units

• Some room and unit names in Krossbooking include a comma as part of the name itself — voice calls and WhatsApp threads linked to those units now reach the right property instead of being left without an assigned property.
• Existing WhatsApp threads linked to bookings at these properties have been automatically corrected — past conversations are now visible in the correct property’s inbox.
• True multi-unit group bookings that genuinely span several rooms are unaffected — they continue to be handled as group reservations, as expected.

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🔒 Dashboard stats now limited to each team member’s granted properties

• Team members whose access is limited to specific properties now see only the conversation counts and voice and WhatsApp message stats for those properties in the dashboard — the hotel-wide aggregate is no longer visible to them.
• Logging into a different account in the same browser now always opens a clean view — data from a previously active session can no longer appear for another user.

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🐛 Scheduled knowledge base reviews no longer stall for large properties

• Scheduled knowledge base analysis now completes reliably even for properties with many facts — every valid suggestion reaches your review queue with nothing dropped or missing.
• When a run is interrupted, Ecco resumes exactly where it stopped rather than restarting from scratch — no suggestions are duplicated and no facts are re-analysed.
• Scheduled review notification emails now arrive as soon as the main analysis finishes — background processing no longer delays your alert.

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🐛 No more false escalation alerts on OTA threads already handled by Ecco

• OTA guest threads for which Ecco has already delivered a draft reply for your team’s review are now permanently closed — the same message can no longer trigger an escalation alert.
• If a draft delivery fails, the thread stays open and Ecco retries normally — only threads where the draft was successfully delivered are treated as closed.

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✨ Every knowledge base fact gets a quality score — N/A no longer counts

• When you add or update a knowledge base fact, Ecco automatically evaluates its quality and assigns a score out of 100 — so your Ecco Score reflects what your information is actually worth, not just whether a field is filled in.
• Every field now shows a status badge, the exact points it contributes, and — for facts not yet scored — an ‘up to +N points’ indicator showing the potential gain from completing or improving it.
• Private or access-only details — like Wi-Fi passwords and door codes — no longer count against your score; keeping sensitive information secure costs you nothing.
• The ‘Not Applicable’ option has been removed from the knowledge base — fields previously marked N/A now show as empty, and your Ecco Score only counts information you have genuinely provided.

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🚀 Your suggestion queue now shows more facts and fewer duplicates

• When Ecco identifies a well-supported fact but cannot confidently determine the exact property or room type on its own, the suggestion now appears in your review queue rather than being dropped — you or your team can assign it to the right knowledge base entry manually.
• When multiple conversations raise the same question in similar ways, Ecco now merges the resulting suggestions into a single card — your review queue shows distinct facts only, and your notification totals reflect the true count rather than being inflated by near-identical entries.
• Properties with higher call or message volumes now benefit from a broader scan at each scheduled run — more useful updates surface from busy weeks, with quality and safety filters unchanged.
• Contact [email protected] to enable scheduled knowledge base reviews for your property.

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🐛 Support contact email is now saved in full during property setup

• When you enter your support contact email during property setup, Ecco now keeps it exactly as you typed it — the contact fact in your knowledge base is complete and correct.
• Login credentials, usernames, and passwords entered elsewhere in your knowledge base are still automatically removed for security — only your explicitly designated support email is protected from this.

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🐛 Ecco automatically imports new Krossbooking properties into your knowledge base

• When a new property appears in your Krossbooking account, Ecco detects it during its nightly scan and imports its room facts and details into your knowledge base — without any manual action.
• Existing knowledge base content for your other Krossbooking properties is unaffected — only the newly discovered property is imported and updated.
• Once imported, the new property’s facts are attached to your voice and WhatsApp agents automatically — guests can ask about the new property straight away.

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✨ Krossbooking’s updated guest inbox now fully supported

• Hotels on Krossbooking’s newer messaging interface can now have Ecco read guest threads, track unread status, and send replies — support previously existed only for the older interface version.
• Guest threads, reservation details, message history, and unread counts are all accurately synced from the new interface and displayed in your Ecco dashboard — the same complete view already available on the older version.
• Replies sent through the new interface follow the same per-property sending permissions already in place — no behaviour changes for properties that currently have sending enabled or disabled.
• Contact [email protected] to enable this for your Krossbooking property.

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🐛 Property setup no longer fails while knowledge base is being prepared

• When a new property is set up, Ecco no longer reports a failure while the knowledge base is still loading — setup status is only determined once the sync has fully completed.
• Voice and WhatsApp agents created during onboarding are confirmed only after all expected knowledge base documents have been successfully synced.
• A setup that completes successfully is now always recorded as such — a slow sync can no longer cause a good onboarding run to be permanently marked as failed.

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✨ Suggestions inbox now filters by channel, type, and property

• The Suggestions inbox now has a property search filter — type any name to narrow results instantly, select ‘Without property’ to see unassigned suggestions, or clear the filter in one click to return to the full queue.
• New channel and type filters let you narrow the queue to OTA, Voice, WhatsApp, or PMS sync suggestions — combine any of these with the property filter for a precisely focused view.
• The Properties list is now paginated at 25 entries per page, and your selected property is remembered as you move between the list, Suggestions inbox, and individual property pages.
• The Suggestions inbox no longer shows informational setup banners — only an actionable warning appears when a scheduled automation run has failed, keeping the view clean and focused.

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🚀 All team members can now review and act on knowledge base suggestions

• Team members with Properties access can now preview proposed knowledge base updates, accept or ignore suggestions, assign them to a specific property, and adjust automation settings — actions previously limited to a smaller set of users.
• Manually triggering a new round of suggestions is still limited to users with the appropriate account role — the expanded access applies to reviewing and acting on suggestions already waiting in the queue.
• With more of your team able to clear the suggestion queue, knowledge base updates no longer pile up waiting for a single reviewer.

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🚀 Ecco now shares the property address when confirming a guest’s booking

• When a guest’s reservation is confirmed, Ecco can mention the property’s official name and full address during the same conversation — on phone calls and WhatsApp alike.
• The address is drawn from the public section of your knowledge base and only shared when you have made it publicly available — private or access-restricted details are never passed to guests.
• When a reservation is linked to more than one property, Ecco does not guess — it shares the address only when the correct property can be identified with certainty.
• If your knowledge base does not include a public address, Ecco simply omits it — guests are never given a placeholder or incorrect location.

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🐛 Krossbooking now shows all booked rooms and finds guests more reliably

• When a Krossbooking reservation covers two or more rooms, Ecco now lists each one separately — including whether a physical room has been assigned yet, so an unassigned room is never mistaken for a missing booking.
• Guests who give only a partial OTA code, like a Booking.com reference number, are now found correctly — Ecco no longer treats it as a Krossbooking internal ID and switches to phone-based lookup instead.
• A stray property identifier in reservation data no longer blocks Ecco from matching a guest — phone number and arrival date serve as reliable fallbacks when a direct booking code match fails.
• Brief Krossbooking slowdowns no longer cause reservation data to vanish mid-conversation — Ecco holds on to the most recent valid data until the system recovers.

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🐛 Guests found by booking alias even when name differs from property name

• Properties can have short booking names or aliases in your management software that differ from their public display name — Ecco now includes these aliases when searching the knowledge base, so the correct property is always retrieved.
• Voice and WhatsApp interactions both benefit: guests asking about a property by its booking alias now receive accurate information rather than an unrelated response.
• Canonical property names, addresses, and ownership details are unchanged — aliases act as search hints only and never replace the official identity shown to guests.

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🐛 Voice agent gives clearer guidance when Krossbooking lookup times out

• If Krossbooking does not respond within about 22 seconds, Ecco immediately tells the guest that reservation data is temporarily unavailable — rather than waiting until the call itself times out and drops.
• When no booking code is provided and the lookup times out, Ecco now specifically asks the guest for their booking code or another strong identifier — rather than giving a generic ‘try again later’ message that leaves them stuck.
• Guests who need urgent help — access, check-in, or anything time-sensitive — are offered a transfer to reception or an urgent note to your team, so no one is left without assistance.
• Modification requests are held safely until reservation data is confirmed — Ecco never proceeds with a change when the booking cannot be read.

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🐛 Krossbooking website thread replies now reach guests reliably

• On Krossbooking threads where the booking came in through the website or direct channel, Ecco’s automated replies are now sent correctly — previously, these messages were composed but never delivered to the guest.
• The same channel mapping that already worked for escalation handoff notices is now applied to all standard automated replies, so there are no gaps in delivery.
• Guests asking questions through these threads no longer experience unexplained silence — they receive Ecco’s answer as expected.

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🚀 Scheduled knowledge base reviews now deliver richer, more reliable alerts

• Each scheduled run now scans up to 40 conversations — up from 25 — so more potential improvements surface without any reduction in quality gates.
• The notification email has been redesigned with a clear status summary, pending suggestion count, and a single button that takes you straight to your review queue in the dashboard.
• You can now set up to 20 email recipients and one WhatsApp number to receive review alerts — owner and admin users can update these at any time from the Knowledge Base settings.
• Contact [email protected] to enable scheduled knowledge base reviews for your property.

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🚀 Conversation report badges now show full details on click

• The ‘Report sent’ and ‘Report handled’ badges on a conversation are now clickable — opening a panel with the report reason, the AI response that was flagged, and any suggested correction.
• The resolution timeline is included, so you can see at a glance when the issue was reported and when it was marked as handled.
• All team members authorised to view the conversation can access the report details — not just the person who submitted the report.
• Positive feedback remains non-interactive and private — only negative reports are shared and inspectable.

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🐛 WhatsApp conversations matched to bookings from the very first message

• Conversations started from the WhatsApp Business app now show the guest’s linked reservation as soon as the thread opens — no more waiting for the guest to reply before the booking appears.
• The same instant matching applies to proactive template messages and any other event that creates a new conversation thread.
• Bookings or properties you have manually pinned to a conversation are always preserved — automatic matching never overwrites a manual assignment.

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✨ OTA messaging now tracked and billed separately

• A dedicated OTA section now appears in your billing area, showing current usage, your active plan, and how close you are to each usage threshold.
• You receive an alert when your OTA message usage approaches a threshold — the same way WhatsApp usage alerts work — so there are no billing surprises at month end.
• OTA message counts appear in your monthly AI report alongside WhatsApp, giving you a single overview of all outbound guest communication.
• Contact [email protected] to enable OTA messaging for your property.

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🐛 Fresh OTA bookings no longer mistaken for cancelled reservations

• Pre-booking enquiries — availability checks, price quotes, and new reservation requests — are now captured as booking requests: your staff receive an email notification and the guest gets an immediate acknowledgement, keeping them informed without a live handoff.
• True operational cases — payments, cancellations, complaints, access issues, and sensitive matters — still escalate to your team as before, so nothing urgent is missed.
• When a guest’s booking code or arrival dates return no result, Ecco now explains the reservation isn’t visible yet — rather than implying it may not exist — and collects the booking code, name, phone number, dates, and channel to log a note for your team.
• Contact [email protected] to enable it for your property.

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🐛 Airbnb guests told tourist tax is already covered in their price

• For Airbnb bookings where tourist tax is collected by Airbnb at checkout, Ecco now tells guests the tax is already included in the price they paid — no local payment required.
• For all other booking channels, and for properties where this policy hasn’t been confirmed, the existing wording remains unchanged.
• This setting is opt-in and verified per property before activation — it is never assumed fleet-wide.
• Contact [email protected] to enable it for your property.

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🐛 Room searches now use the correct number of adults and children

• When a party includes both adults and children, Ecco now searches and prices rooms using the correct adult count separately from the child count — a group of 3 adults and 3 children is never treated as 6 adults.
• If conflicting guest counts are detected before a booking is attempted, Ecco stops and flags the conflict rather than proceeding with the wrong numbers.
• Available rooms that match the actual party size can no longer be incorrectly excluded from results due to a miscounted headcount.

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🚀 Knowledge base suggestions queue shows only high-quality entries

• Only suggestions that are well-grounded, reusable across future guests, and mapped to a clear FAQ topic are shown in your review queue — vague or one-off candidates are discarded automatically.
• Suggestions about your Wi-Fi password and other credentials now require strong confidence before appearing; if the property they belong to isn’t certain, they wait in a holding state until you assign them.
• Voice call suggestions are held to a higher standard: questions about language, payment, room-specific maintenance, or follow-up status are filtered out, leaving only genuine reusable FAQ material.
• Property-specific facts that can’t yet be pinned to a single property are no longer discarded outright — they appear as needing assignment so you can confirm which property they belong to.

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✨ Sidebar now shows unread conversation and suggestion counts

• The Conversations item in the sidebar now shows how many guest threads need attention — combining WhatsApp and OTA messages — so you always know what’s waiting without clicking through.
• When a single property is selected, the count reflects that property only; when viewing all properties together, it shows the combined total.
• The Knowledge Base item shows how many pending suggestions are awaiting your review, refreshing automatically so the number stays current.

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✨ Knowledge Base suggestions split into two focused queues

• A new ‘Answers to write’ tab collects every suggestion where Ecco spotted a question it could not answer from your Knowledge Base — keeping these separate from the ‘Complete details’ tab, which covers missing property information fields.
• The counter on each tab reflects only its own items, so the number you see is always an accurate workload for that specific type of suggestion — the two lists can never inflate each other’s counts.
• Unreviewed suggestions in both queues start collapsed, matching the existing ready-to-review behaviour — giving you a clean, scannable list rather than a wall of expanded cards.
• Contact [email protected] to enable the Knowledge Base workspace for your property.

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🚀 Choose whether a suggestion creates a FAQ or fills in property details

• A clear selector now appears at the start of the review flow — choose ‘FAQ’ to create a standalone question-and-answer entry, or ‘Complete details’ to fill in a specific property information field.
• The FAQ editing step stays on the same preview screen, so you can read and adjust the suggested question and answer in one place before confirming.
• Previously, the FAQ option and the property details field picker shared the same control, making it easy to land in the wrong destination — the two paths are now fully separate.

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🐛 Handover notices now reach guests on Krossbooking website threads

• For Airbnb, Booking.com, and Vrbo conversations, the handover notice to the guest goes through reliably — Ecco picks the best available channel from the reservation rather than giving up when live channel data is ambiguous.
• Guests on Krossbooking website and direct-booking threads now receive the handover notice the moment Ecco passes their conversation to your team — these threads were previously treated as undeliverable and only staff received an email alert.
• When a conversation channel genuinely cannot receive an automatic handover notice, your team still receives an email alert with a direct link to the conversation and a preview of the message that could not be sent.
• Conversations with a missing provider thread identifier are surfaced visibly rather than silently skipped — so your team can spot and handle any thread Ecco cannot reach automatically.

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🐛 Approving a FAQ suggestion now saves and publishes it correctly

• Approving a suggestion now creates a proper FAQ entry in your Knowledge Base — wording is automatically generalised so no guest names, booking references, addresses, or other personal details ever appear in a published FAQ.
• The button to accept a FAQ suggestion is now labelled ‘Create FAQ’ — so it is always clear exactly what will happen when you confirm.
• After you approve a suggestion, the FAQ tab refreshes automatically to show the newly created entry — no manual reload needed.
• The suggestion list and review panel show the generalised question from the start, and the FAQ response field flags any answer over 2,000 characters before you save — so overlong entries are caught immediately rather than failing silently.

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🐛 Dashboard no longer reloads every 15–20 seconds

• Every page in the dashboard now stays fully loaded for as long as you have it open — the periodic flash back to loading skeletons and tab resets no longer happens.
• The chat support widget no longer restarts itself every 15–20 seconds while a page is open.
• Logging in, switching accounts, or updating your profile still triggers the correct refresh — only the spurious automatic reloads are gone.

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🐛 Rooms from the wrong city no longer appear in availability results

• If a guest names an area where you have no units, Ecco now responds with the areas that do have availability for those dates and asks the guest to pick one — no irrelevant rooms are quoted.
• Properties spread across multiple cities or neighbourhoods benefit automatically: the response lists only the distinct areas where rooms are actually free for the requested dates.
• Properties with a single location are unaffected — Ecco continues to show all available rooms as before, with a note that the area filter was not applied.
• No configuration change is needed — the fix applies automatically across all supported integrations.

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🐛 Guests recognised even when they give an address instead of a room name

• Guests who give a street address — such as ‘Via Duomo 290 C’ — are now matched to the correct apartment, even when the unit’s name in your system is something different like ‘Duomo 11’.
• Transposed words, mishearings, and minor typos in apartment names are handled gracefully — Ecco scores both the name and the address to find the best match rather than requiring an exact phrase.
• When no unit comes close enough to what the guest described, Ecco correctly registers the request rather than guessing and quoting the wrong apartment.
• Works for properties managed through Krossbooking — other integrations benefit from the improved name-matching automatically.

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🚀 Krossbooking rate lookups and admin cancellations are more reliable

• When Krossbooking is slow to respond during a rate lookup, Ecco now retries automatically — so temporary delays no longer surface as errors or leave guests without a price.
• If Krossbooking takes too long to return rate options, the situation is handled gracefully and retried rather than failing outright — reducing dead ends during the booking flow.
• Reservations created by your admin team through Krossbooking can now be cancelled directly via the proper admin route — no manual intervention needed when admin credentials are configured.

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✨ Flag any AI response across WhatsApp, OTA, and voice calls

• A thumbs-down control now appears on every AI turn in your WhatsApp, OTA, and voice transcript views — tap it to flag the response and choose a reason: wrong information, wrong tone, missed the question, or similar.
• When you flag a response that contains a factual gap, Ecco automatically drafts a Knowledge Base suggestion for you to review and accept — so the correction feeds back into future answers without any extra steps.
• Feedback that is not about a Knowledge Base gap — such as tone, phrasing, or policy — is held for review so patterns can be spotted and addressed.
• You can add a correction note alongside your reason, giving more context to refine how Ecco handles similar situations in the future.

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🐛 Knowledge Base links are refreshed automatically every day again

• Any web link you have added to your Knowledge Base is now checked and refreshed every day automatically — so if a linked page changes, Ecco picks up the new content without you having to do anything.
• Daily re-scraping runs quietly in the background and does not trigger unnecessary notifications — your team is only alerted when there is something actionable.
• Pages that previously contained errors are retried automatically after a successful re-scrape, so a temporary failure can no longer leave a link permanently stuck.

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✨ Set transfer rules per time slot in your weekly schedule

• When setting up a transfer time slot, you can now choose who gets through: all callers, only medium-urgency and above, or only high-urgency and emergency calls — giving you fine-grained control over when your team is interrupted.
• Outside any active transfer window, the existing global transfer policy still applies — so the behaviour you already rely on outside business hours is unchanged.
• Existing scheduled slots automatically keep the ‘allow all’ rule, so nothing changes for your team until you decide to adjust a slot.
• Contact [email protected] to enable this for your property.

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🐛 Payment-link SMS now reaches guests after a phone booking on Krossbooking

• Reservations made through a phone call are now saved in Krossbooking with the caller’s phone number attached — so any follow-up SMS, such as a payment link, reaches the right person every time.
• Previously, a phone-in booking could be created without a contact number, causing payment-link SMS delivery to fail silently — the guest never received the message and staff had no indication anything was wrong.
• Both new bookings and booking requests created over the phone now benefit from this fix — no configuration change is needed.

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🚀 Control how many suggestions Ecco generates and how far back it looks

• Two new controls appear on the suggestions page: ‘Lookback days’ sets how far back into your conversation history Ecco looks, and ‘Max facts’ caps how many suggestions it returns in one batch — so you can tune the results to fit your workflow.
• If you leave either control at its default, Ecco uses the setting your account was originally configured with — your baseline is never silently overwritten.
• If you enter a value that isn’t a whole number, Ecco flags it immediately so you can correct it before generating — no more invalid settings being quietly swapped for a default.
• Contact [email protected] to enable the Knowledge Base workspace for your property.

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✨ Write and edit Knowledge Base text documents directly in the dashboard

• A new document type lets you write and edit text directly inside the Knowledge Base — useful for house rules, arrival instructions, local tips, or any information you prefer to maintain as live text rather than an uploaded file.
• For multi-property accounts, text documents can be scoped to a specific property and managed from that property’s detail page — keeping each unit’s information separate and easy to find.
• Account-level text documents — those not tied to any single property — appear in the Knowledge Base Documents section alongside your uploaded files, visible to all properties on your account.
• Any time you create, update, or delete a text document, Ecco automatically re-syncs its knowledge so the voice agent is always working from the latest content — even if you make several edits in quick succession.

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🚀 OTA voice agent answers from the right property’s Knowledge Base

• Ecco now loads only the Knowledge Base content that belongs to the specific property linked to the conversation — so guests always receive information relevant to their stay, not to another apartment or unit on your account.
• Pre-booking inquiries with no confirmed reservation still get an AI reply drawn from your account-level knowledge, without accidentally pulling in property-specific details that don’t apply.
• If a property cannot be matched with certainty, Ecco stays within the shared account content and never guesses — so guests are never given details that don’t apply to them.
• Duplicate property names on the same account are handled safely, so the correct property’s content is always selected even when two units share a similar name.

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🚀 Voice inbox keeps your place after opening a call

• When you open a call and then press back, the list reopens exactly where you were — same page, same status filter (All, Pending, or Handled), same category, same search — so you can work through a backlog without losing your place.
• Sharing or bookmarking a filtered view of the voice inbox now works: the URL captures your active filters, so the same view opens for anyone who follows the link.
• Changing a filter or search always resets to page 1 automatically, so you never land on an out-of-range page after narrowing results.

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🐛 Ecco now re-engages guests left waiting after a handover

• If a guest sends a message that your team does not pick up after a handover, Ecco now correctly detects the wait and re-engages — replying on your behalf so the guest is never left in silence.
• The re-engagement only applies to messages received within the active window — Ecco never wakes up to answer days-old unanswered threads.
• Threads that had been handed to a human at least once could previously block their own re-engagement — this no longer happens, so repeat escalations are handled just as reliably as first ones.

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🐛 Pre-booking OTA inquiries now get an AI reply, not silence

• When a potential guest messages you on an OTA channel before making a reservation — asking about the pool, luggage storage, pet policy, or anything else — Ecco now replies straight away using your property’s Knowledge Base, rather than escalating to your team.
• Previously, messages with no reservation attached could be silently skipped if the property could not be matched with certainty — leaving the guest waiting up to 15–20 minutes for a human reply, or longer if staff were busy.
• The Knowledge Base reply stays strictly within your property’s information: a thread with no confirmed reservation never receives details intended for a different apartment or unit.
• You and your team can now see, edit, and send these AI-drafted pre-booking replies directly from the OTA inbox, on all supported channels.

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🚀 All team members can now edit Knowledge Base FAQs, documents, and property info

• Previously, editing Knowledge Base content — FAQs, links, documents, and property info — was restricted to admin or owner roles. Now any team member can contribute.
• FAQs, links, and documents can be created or updated by any member, keeping your Knowledge Base accurate without relying on a single editor.
• Property info fields — room details, house rules, check-in instructions, and similar — can also be edited and published live to the voice agent by any team member.
• Sensitive controls and internal-only technical fields remain protected and can only be edited by authorised roles, as before.

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🐛 OTA inbox now answers every question a guest sends in a row

• If a guest sends multiple questions back-to-back — for example check-in time, parking, and late check-out in three separate messages — Ecco now addresses every one of them in its reply.
• Previously, only the final message in such a burst was answered; the earlier questions were silently ignored, leaving guests waiting for information they had clearly asked for.
• The fix applies to all OTA conversations handled by Ecco, including those on Krossbooking — no configuration change is needed.

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🐛 Staff now alerted when Ecco cannot draft an OTA reply

• If Ecco cannot produce a draft reply for a Krossbooking OTA conversation, the thread is now paused and your team receives an alert — by both Slack and email — asking them to reply by hand.
• Previously, a failed draft left the conversation in a normal-looking state with no badge, no notification, and no indication the guest was waiting — the only trace was a background log entry nobody reads.
• The alert message makes clear that the guest has not received any reply yet, so your team knows to respond directly rather than waiting for Ecco to recover on its own.

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🐛 OTA operator replies now actually reach guests via Krossbooking

• Every reply you send from the OTA inbox is now correctly delivered to the guest — the inbox was previously unable to send any message at all, forcing staff to reply directly from the Krossbooking interface instead.
• Clicking send twice in quick succession — or submitting while the first send is still in flight — no longer delivers two identical messages to the guest.
• Replies you send from the dashboard no longer appear twice in the conversation thread, keeping the thread clean and ensuring Ecco does not misread your reply as a fresh guest message.
• If a reply is not confirmed as delivered, you now see an error straight away instead of a false ‘sent’ status — so you know to retry rather than waiting for a guest response that will never come.

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🐛 OTA inbox deep links and hotel switching now work together reliably

• Switching to a different property from the top hotel picker no longer snaps back to the previous one — the picker is now always in control after you land on the inbox.
• Shared links to OTA conversations (from Slack, BetterStack, or notifications) still work: they open the correct property and thread, then hand control back to you.
• Switching property also clears any pinned conversation from the previous one, so you no longer see a false ‘Conversation not found’ error after changing hotels.
• Threads tagged as needing attention now show a badge indicating whether Ecco or a staff member is currently handling them — so your team can tell at a glance what still needs a human response.

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🚀 OTA inbox now shows exactly who sent each message

• Automated Krossbooking system messages — booking confirmations, online check-in prompts, app download links — are now labelled ‘Automatic’ in the conversation thread, with a distinct visual style so your team never mistakes them for a real guest or staff interaction.
• When a staff member sends a reply directly through Krossbooking, their name now appears on the message in your inbox — so you can always tell which team member responded and when.
• AI-generated replies by Ecco remain clearly labelled as such — so at a glance, every message in an OTA thread is attributed correctly: guest, your staff by name, Ecco, or an automated system notification.

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🐛 Krossbooking automated messages no longer pause the AI

• Ecco now correctly distinguishes between automated Krossbooking system messages and a real staff member replying — so only genuine human replies hand the conversation to your team.
• Previously, an automated booking confirmation or pre-arrival notification could silence the AI before the guest had even written a word, meaning guests who then sent a message could wait up to 15 extra minutes for a reply.
• Any conversation that was already paused due to an automated message will resume automatically the next time the guest writes in.

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✨ Dashboard now shows every topic guests actually raise

• The Analytics dashboard now has an Emerging Topics section alongside the existing Categories section — showing the specific subjects guests most often raise, such as parking, early check-in, or local restaurant recommendations, rather than just broad categories.
• Topics are discovered automatically from your property’s real conversations and refreshed nightly — no manual setup needed.
• Each topic shows the number of conversations it appeared in and how many were transferred to your team, so you can spot at a glance which subjects most often need a human follow-up.
• Clicking a topic opens the matching conversations directly, so you can read the actual exchanges behind any trend.

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🚀 Unanswered badges now count only threads you haven’t opened yet

• Each channel tab — WhatsApp and OTA — shows a badge counting conversations where the guest wrote last and no team member has opened the thread since.
• Opening a conversation immediately clears it from the count — so the badge drops the moment your team reviews the thread, not just when a reply is sent.
• The badge resets cleanly on launch, so you won’t see hundreds of old threads inflating the count — only conversations that are genuinely new since your last visit.
• For OTA threads, there is a narrow window of up to one minute where a message that arrives while the conversation is open may already be marked as seen — this affects OTA only and will be addressed in a future update.

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✨ Dedicated pets policy slot and clearer electricity & utilities field

• A dedicated ‘Pets policy’ field is now available in the Knowledge Base, so your house rules on pets are stored separately and never buried inside the general property rules catch-all.
• The electricity field now covers water and gas shut-off valves too — its label reads ‘Electricity, water & gas’, reflecting what was already being stored there in practice.
• Every Knowledge Base field now carries a clear boundary definition, so Ecco is less likely to file a suggested fact in the wrong slot — for example, check-in timing can no longer end up under checkout instructions.
• Contact [email protected] to enable the Knowledge Base workspace for your property.

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🐛 Voice agent finds reservations reliably on every call

• Roughly half of reservation lookups on voice calls were failing with ‘no active booking found’ — even when a valid reservation existed. Guests are now found correctly every time.
• The fix applies to all voice interactions that involve a reservation lookup — early check-in, late check-out, booking queries, and any other request where Ecco needs to identify the guest’s stay.
• Multi-property setups are unaffected: when a valid property scope is provided, Ecco still applies it strictly — only unresolvable values are safely ignored rather than causing a lookup failure.

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🐛 WhatsApp template test-send and failed delivery tracking fixed

• Test-sending an image-header WhatsApp template no longer shows it as ‘not approved’ — templates that Meta has approved now test-send successfully every time.
• When a WhatsApp message fails to deliver after being sent — for example because a media file could not be downloaded — the failure is now recorded on that message in your dashboard instead of disappearing without a trace.
• Previously, a batch of failed deliveries could leave guests who received nothing while the dashboard still showed ‘sent’ — this no longer happens.

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🐛 Co-host reply fix no longer causes duplicate messages or AI re-pauses

• Ecco now correctly recognises messages sent by co-host or collaborator staff in Krossbooking as staff replies, so it pauses automatically and never talks over a human who has replied.
• Following the co-host fix, Ecco could mistakenly treat the same message as two separate ones — one from a guest, one from staff — and log both. This no longer happens: each message is recorded exactly once.
• The duplicate could also trick Ecco into thinking a staff member had just replied, incorrectly pausing the AI even when the guest still had the open turn. AI conversations now resume as expected.
• Guest messages are still classified correctly, so normal AI responses and escalations are unaffected.

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🚀 Operator transfer rate now sits in the main dashboard strip

• A new ‘To operator’ card joins the top summary strip, showing what percentage of calls were handed off to your front desk or reception team — at a glance, without scrolling.
• The figure covers the same call set as your other top-line metrics, so all four cards — calls, average duration, and transfer rate — always tell a consistent story.
• Each topic row in the Spotlight table still shows its own individual transfer count and rate, so you can still drill down to see which topics most often need human follow-up.

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🚀 All team members can now see guest and booking details in every inbox

• In the voice conversation view, all team members can now see the booking and property card — including guest details, stay dates, best-matched apartment, and reservation status.
• In the WhatsApp inbox, the booking and apartment panel is now visible to every team member, including on wide-screen layouts where it appears in the side rail.
• In the OTA inbox, the side rail with booking and property details is now visible to all team members on wide screens — not just administrators.
• Sensitive controls — such as the ability to manually override the assigned apartment — remain restricted to admin users only.

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🐛 Guests found even when live CiaoBooking lookup comes up empty

• When an initial live search finds no matching reservation in CiaoBooking, Ecco now runs a follow-up check against a mirrored copy of your bookings — recovering matches that the first pass missed.
• Guests who provided a booking code, name, or arrival date are found and recognised even when the live system is slow, incomplete, or momentarily out of sync.
• Safety guardrails are fully preserved: broad searches on name or room alone are never used as a fallback, so Ecco will never return an incorrect or ambiguous match.
• Cross-property safeguards and contact-verification rules remain in place throughout the fallback, keeping guest data accurate and secure.

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🚀 OTA pre-booking enquiries handled without a linked apartment

• Ecco now considers both apartment-level facts and any shared documents or policies you’ve set up across your portfolio when drafting OTA replies — so information that lives at the portfolio level is no longer missing from guests’ answers.
• Apartment facts always take priority: if the same topic is covered at both levels, the apartment-specific version wins.
• Sensitive information — including links, email addresses, phone numbers, payment details, and off-platform contact instructions — is automatically stripped from shared facts before they reach an OTA reply, keeping all replies compliant with OTA platform rules.
• When no specific apartment or reservation is identified, Ecco answers from your shared portfolio information and asks the guest which listing they have in mind — rather than guessing apartment-specific details or immediately passing the conversation to your staff.

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🐛 Family bookings on Krossbooking now use the correct room and price

• Ecco now passes the full party — adults and children separately — to Krossbooking when checking availability and rates, so rooms are filtered by total occupancy rather than adult count alone.
• A family of two adults and two children will now see rooms that fit four people, instead of being offered rooms built for two.
• The adult/child split is preserved all the way through to booking creation, so the confirmed reservation and the rate applied both reflect the actual party composition.
• Guests no longer need to be asked to rephrase their party size, and the agent no longer needs to work around the mismatch by recounting children as adults.

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🐛 OTA chat conversations now display correctly in the transcript view

• Messages from OTA text-chat threads — such as those originating from Airbnb or Booking.com — now appear as readable text in the conversation transcript, rather than as broken placeholder content.
• Both sides of the conversation are shown correctly: the guest’s messages and Ecco’s replies are clearly attributed and legible.
• The transcript page no longer attempts to load audio for text-only conversations, so there are no misleading audio errors or loading spinners when reviewing OTA threads.

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✨ Ecco can now look up payment balances on Krossbooking reservations

• Ecco can now fetch the outstanding balance tied directly to a guest’s reservation in Krossbooking — not an estimate from a global payment schedule, but the booking-level figure.
• This is available on a per-conversation basis: payment details are only retrieved when the call topic calls for it, so routine reservation lookups are unaffected.
• The agent surfaces the payment total and the amount still due, giving your team accurate figures to resolve billing questions without leaving the call.
• Contact [email protected] to enable payment detail lookups for your property.

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🚀 Dashboard is now easier to navigate on mobile

• On mobile, a fixed bottom bar gives instant access to the four primary sections of the dashboard — no need to open the sidebar drawer for everyday navigation.
• Secondary pages, account settings, and admin routes remain accessible from the sidebar drawer, keeping the bottom bar uncluttered.
• The sidebar no longer expands only on hover — you can now pin it open or collapse it to a compact icon rail with a dedicated toggle button.
• Navigation items are grouped into Monitor and Configure sections, and a workspace card at the top shows your current property at a glance.

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✨ SMS messages sent during calls now appear in the transcript

• You can now see the full text of every SMS Ecco sent during a call, shown in the correct spot in the conversation flow alongside the spoken turns.
• Each SMS entry shows whether the message was successfully delivered or failed, so you always know what the guest received.
• This works for all past calls too — no action needed to see SMS entries in historical transcripts.

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🚀 Knowledge base edits now require an explicit merge or replace choice

• Reviewers can no longer silently overwrite a confirmed knowledge base fact: when a suggestion conflicts with an existing entry, the approval flow forces an explicit choice between merging the two facts or replacing the existing one.
• This guard applies everywhere suggestions are reviewed — both in the standard review queue and in the admin review panel — so no conflicting change can slip through from any route.
• Facts that belong to a specific property are now correctly matched to that property during review, so suggestions are always compared against the right existing entry.

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🐛 CiaoBooking reservations load reliably again

• Reservation data now loads correctly for all properties on CiaoBooking, with no failed or missing bookings.
• The root cause was a login step that lacked the required credential, causing every subsequent data request to be rejected — this is now resolved.

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🚀 Transfer schedule and urgency rules now in one place

• You can now set when Ecco is allowed to transfer calls, what message guests hear outside those hours, and which calls should still be transferred regardless — all from one unified section in voice settings.
• A new urgency policy lets you decide which calls can always reach your team: transfer all calls, transfer only low-urgency calls, or transfer everything except high-emergency ones.
• Any combination of schedule, exceptions, and urgency behaviour you set takes effect immediately across all live calls.

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🐛 Krossbooking quotes now include mandatory cleaning fees

• Mandatory cleaning fees are now always included in the price quoted to guests, so the figure they hear matches what they will actually pay.
• Previously, some room types showed only the base stay price, leaving cleaning fees off the total until checkout.

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✨ Keep WhatsApp unread notifications while Ecco handles messages

• When the setting is on, WhatsApp Business unread notifications stay visible to your team — so no incoming guest message is silently dismissed while Ecco handles it.
• The trade-off is that guests will not see the ‘AI is typing’ indicator during Ecco’s replies — both options are available and you choose which matters more for your property.
• By default the setting is off, so all existing properties continue to work exactly as before — the typing indicator is shown and notifications are cleared as Ecco reads each message.
• Contact [email protected] to enable this setting for your property.

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🐛 WhatsApp replies now keep their formatting and bullet points

• Guests now receive WhatsApp messages with proper line breaks and bullet points intact — making longer replies from Ecco easy to read at a glance.
• Only Ecco’s internal voice-expression markers are stripped before sending — any other bracketed text in a reply is now preserved exactly as intended.

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🚀 Your guests’ number now shows when Ecco transfers their call

• When Ecco forwards a call to your property, your phone now shows the guest’s real number instead of Ecco’s system number — making it easier for staff to recognise who is calling.
• If the guest’s number cannot be passed through for any reason, Ecco automatically retries the transfer using its own number — so the call always connects, even when caller ID passthrough is not possible.
• This applies to both standard and SIP-based call forwarding destinations, covering the full range of phone setups properties use.

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✨ Email alerts when you reach 80% and 100% of your plan’s included usage

• You receive a warning email at 80% usage — giving you time to act before your included allowance runs out — and a second email when you hit 100%, so you always know when overage billing begins.
• Alerts cover both voice minutes and WhatsApp messages independently, so you are notified for whichever channel reaches the threshold first.
• Each alert is sent once per billing period — if you are already aware and stay over the threshold, you will not receive repeated reminders for the same period.
• Emails go to your designated billing contact, or to all property admins if no billing contact is set.

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✨ Review and activate knowledge base properties before they go live

• New properties and automatically imported entries that lack enough detail are held in a ‘needs review’ state — they are visible in your dashboard but not yet active, so guests are never served incomplete or unreliable information.
• Each entry in review shows a readiness score, useful facts, attention flags, and source freshness — giving you everything you need to decide whether to activate it or leave it for further editing.
• You can activate a property or mark it as needing further attention directly from the dashboard, with a single explicit action — no property goes live by accident.
• Properties you create manually also start in ‘needs review’ by default, so you always have a chance to complete them before Ecco starts using them with guests.

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🔒 Access and check-in links only sent to the reservation’s phone number

• A caller can no longer request that check-in or access links be redirected to a phone number they control — Ecco sends them only to the number stored on the reservation.
• This closes a privacy gap where someone who knew a guest’s booking details could intercept sensitive access information by providing their own phone number during a call.
• Properties without this setting enabled are completely unaffected — existing behaviour is unchanged by default.
• Contact [email protected] to enable strict booking-bound SMS delivery for your property.

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🐛 WhatsApp no longer gets stuck after a dropped AI session

• If a WhatsApp conversation hits an expired AI session, Ecco now starts a fresh session automatically and continues handling the guest’s message without any manual intervention.
• This fix prevents threads from getting permanently stuck — where every message would fail silently and the guest would never receive a response.
• Genuine temporary connection errors are still handled separately, so the recovery logic does not interfere with normal transient hiccups.

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🚀 Tourist tax shown on existing Krossbooking reservations

• When a guest enquires about an existing booking, Ecco now discloses the tourist tax alongside the room rate — so guests are never surprised by an unexpected charge at check-out.
• The tax is read directly from your Krossbooking account for the specific apartment and check-in date, keeping the figure accurate even when rates vary by season.
• When guest ages are not on record, Ecco gives a conservative maximum estimate rather than staying silent — so guests always have a realistic figure to plan around.
• Age exemptions and maximum-night caps are applied correctly, matching the same rules Ecco already uses when quoting new availability.

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🐛 Krossbooking room booking links now always go to the right apartment

• Guests who ask about a specific apartment now receive a direct link to book that exact unit, rather than landing on a general search page and having to find it themselves.
• This works reliably even when availability and link generation are handled in separate steps — which is the normal flow for multi-apartment Krossbooking properties.
• If Ecco cannot resolve the direct link for any reason, it falls back to the general booking page rather than showing a broken link — so guests are never left without a next step.

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🚀 Ecco now quotes the real bookable rate for Krossbooking rooms

• The price Ecco quotes on voice and WhatsApp now matches your booking engine exactly: mandatory cleaning fees, occupancy-based rates, and weekly tariffs are all factored in — so guests are never surprised at checkout.
• When Ecco cannot retrieve a confirmed rate for a specific room, it tells the guest the price is available on request rather than quoting an outdated or incomplete figure.
• This improvement is opt-in per property — other Krossbooking properties are completely unaffected until they choose to enable it.
• Contact [email protected] to enable accurate live-rate quoting for your Krossbooking property.

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✨ Monthly AI performance report delivered to your inbox

• Each report covers call and WhatsApp volume, the share of conversations Ecco resolved on its own, and the equivalent number of working days your team saved — so you can see the concrete value at a glance.
• You also get a breakdown of peak days per channel and WhatsApp response speed, giving you a clear picture of when guests are most active and how quickly they are being served.
• Lifetime cumulative totals are included alongside the monthly figures, so you can track how Ecco’s contribution has grown over time.
• Reports are sent automatically at the start of each month — no setup needed for properties that already use Ecco.

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🐛 Vikey door-opening link restored in check-in message

• When a guest completes Vikey self check-in, Ecco now includes their personal door-opening link alongside the check-in link — giving them everything they need to get in from a single message.
• The door-opening link is only sent for eligible reservations — it is withheld for bookings that are not yet ready for check-in, the same way the check-in link itself is.
• Guests at properties using Vikey can now open their smart lock independently, without calling reception or waiting for manual assistance.
• Contact [email protected] to enable Vikey check-in links for your property.

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🔒 Ecco no longer confuses similarly-named guests during lookups

• Guests with phonetically similar but clearly distinct names — such as Smith and Schmidt — are no longer at risk of being matched to each other’s reservations, balance, or notes.
• When Ecco cannot confirm identity with enough certainty, it now asks the guest for a second identifier — such as an email address or booking reference — before retrieving any reservation details.
• Genuine pronunciation variations caused by accents or voice recognition — such as Muller versus Mueller — are still recognised correctly and do not cause unnecessary friction.
• This protection applies automatically across all properties and voice conversations — no configuration is needed.

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✨ New Krossbooking apartments added to Ecco automatically every day

• Every night, Ecco checks your Krossbooking account for newly added apartments — any that weren’t there before are automatically imported, complete with all available information including the public listing page.
• Each new apartment is scored on how complete and accurate its knowledge base is, and you receive an email summary showing that score alongside a clear prompt to fill in anything missing.
• New apartments go live in Ecco straight away — guests can ask about them immediately, even before you’ve had a chance to review — and any sensitive facts are flagged for your attention rather than published blindly.
• Contact [email protected] to enable automatic apartment detection for your Krossbooking property.

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🐛 Infant ages given in months no longer break bookings

• Guests can now state a child’s age in months — as parents of infants naturally do — and Ecco converts it to completed years before creating the booking.
• This covers every step of the booking flow: availability checks, quotes, and reservation creation, over both voice calls and WhatsApp.
• Previously, a booking for a child under two would silently fail if the age was given in months, ending the call or conversation without a reservation.
• Mixed formats work too — a family with a 20-month-old and a 7-year-old can give both ages in whatever way feels natural.

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🚀 Every crawled website is now structured into clean knowledge base entries

• Every page Ecco crawls from a linked website is now automatically cleaned and structured: navigation menus, cookie banners, and boilerplate are stripped, and the useful content is shaped into a clear entry that Ecco can retrieve accurately.
• When a website returns only a bare shell of content, Ecco discards it and retries with its specialist reader — so your knowledge base always gets real, usable content rather than junk placeholders.
• Any shell content captured before the retry is automatically removed, keeping your knowledge base clean and free of incomplete entries.
• Links refresh automatically every 24 hours — and because structuring is consistent, unchanged pages are not needlessly reprocessed.

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🚀 Krossbooking availability filtering now supports neighbourhood zones

• For properties in a single city where guests ask by neighbourhood — such as Chiaia, Vomero, or Centro Storico — each Krossbooking apartment can now be assigned its specific zone, and availability results will filter by that zone exactly.
• Properties spread across multiple cities are completely unaffected — their existing city labels continue to work as before, with no changes needed.
• When a guest asks for availability in a specific city, Ecco filters results by each apartment’s city before presenting options — so no apartments from other areas are shown instead.
• Contact [email protected] to configure per-apartment zones or cities for your Krossbooking property.

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🐛 AI no longer goes silent when a guest edits a WhatsApp message

• When a guest edits a message — typically to fix a typo — Ecco now recognises this as a harmless correction and continues handling the conversation without pausing.
• Previously, an edited message caused Ecco to pause and hand the thread to your team, even though the original readable message was already there — leading to guests waiting hours for a reply.
• Genuinely unreadable messages, such as video notes or unknown formats, still escalate to your team as before — only edits are treated differently.
• This fix applies automatically to all WhatsApp conversations — no configuration needed.

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✨ AI resumes automatically when your team goes quiet on WhatsApp

• You can now set a separate idle threshold — 2, 6, 12, or 24 hours — for how long an operator can be inactive before Ecco automatically resumes the conversation.
• This works on top of the existing handback timer: instead of waiting for the full delay measured from the guest’s last message, Ecco steps in as soon as it detects the operator has gone quiet, whichever comes first.
• Escalated conversations — such as those flagged for urgent follow-up or involving unreadable messages — are never auto-resumed, so sensitive threads always stay with your team.
• Contact [email protected] to enable this setting for your property.

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🐛 Guest names now appear correctly across the OTA inbox

• Guest names pulled from OTA bookings are now displayed consistently in the conversation list, the chat header, and the escalation notification your team receives when a thread is handed over.
• Searching for a guest by name in the OTA inbox now works reliably — even when the name comes from a mirrored booking rather than a direct message.
• Previously, some OTA threads showed a blank or incorrect name; those threads now display the correct guest name straight away.

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✨ Swiss callers greeted in English before choosing their language

• Switzerland uses three national languages, so a caller on a Swiss SIM could belong to any linguistic group. Ecco now greets them in English — the common tourist language — rather than defaulting to the hotel’s primary language.
• After the English greeting, guests simply pick their preferred language and Ecco switches automatically for the rest of the conversation.
• Hotels in Italian-speaking Switzerland whose guests arrive on German or English SIMs benefit most — callers are no longer confused by an Italian-only opening.
• Contact [email protected] to enable this greeting for your property.

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🚀 Ecco’s knowledge base entries are more complete and accurate

• Each property’s knowledge base entry now includes its canonical name, address, capacity, zone, and public URL — giving Ecco more context to answer guest questions correctly.
• Room features shared across all rooms in a property — such as bed type or breakfast inclusion — are grouped at the property level rather than repeated in every room entry, so distinctive per-room details are easier for Ecco to find and use.
• When you deactivate a property in your dashboard, it is automatically removed from Ecco’s knowledge base at the next update — so Ecco never answers questions about a property that is no longer active.
• Knowledge base documents are indexed immediately when created, so new property information is available to Ecco right away without waiting for a scheduled sync.

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🐛 Guests always get a reply, even when a media upload fails

• If Ecco cannot attach a file during a conversation due to a timeout, it now answers the guest in text rather than dropping the reply entirely — so guests are never left without a response.
• Phone numbers that look valid but contain too many digits — such as a French mobile with an extra digit — are now caught early, so Ecco can ask the guest to repeat the number instead of sending an SMS that would silently fail.
• When an SMS cannot be sent due to an invalid number, Ecco falls back to transferring the guest to reception — the call is never left stranded.

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🐛 Apartments with identical names in Krossbooking now stay distinct

• Ecco now surfaces the most important apartment service facts near the top of each apartment’s knowledge base entry, so they are always retrieved alongside the apartment’s name and description.
• Services such as pet policies, cot availability, and lift access can no longer be missed when guests ask — Ecco finds them even when the full property document is lengthy.
• When several apartments share the same name in Krossbooking — for example, multiple units all called ‘Matera’ — Ecco now assigns each one a distinctive label derived from its unique listing page, keeping them fully separate in the knowledge base.
• When apartments share a similar or partial name — for example, two units in the same residence — Ecco now tells them apart correctly and answers questions about the right unit, including Wi-Fi, access codes, and services.

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🐛 Stale room ID no longer causes a dead-end booking failure

• If the room ID from the first availability search no longer matches the confirmed party size, Ecco now recognises the mismatch immediately and re-runs the availability search with the final guest count before attempting to book.
• Guests no longer hit a dead-end ‘room not found’ error — and the call no longer gets transferred to reception unnecessarily.
• This fix applies to properties using CiaoBooking with SmartPMS, where room IDs are tied to the exact occupancy searched.

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🚀 Knowledge gap approvals now protect your existing fact text

• The review panel now clearly shows three distinct items side by side: your existing fact, the new text extracted from guest interactions, and the final combined text that will be saved — so you always know exactly what you are approving.
• Approvals are blocked automatically whenever the final text would drop or replace your existing fact — protecting content you have already carefully written.
• If no existing fact is found, the merge approval is held back until the situation is resolved, preventing incomplete updates from reaching your knowledge base.

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🐛 Krossbooking reservations matched even under high lookup traffic

• When a Krossbooking reservation’s main record does not include a room label, Ecco reads the apartment name from the guest check-in instructions page — so the booking is still matched to the correct property.
• Even when Krossbooking’s search service is temporarily busy and cannot return a full booking list, Ecco continues looking up the reservation directly — guests are never left unrecognised due to a momentary traffic spike.
• If neither source provides a usable apartment label, Ecco safely skips the match rather than linking to the wrong property — so no incorrect data is shown to your team.

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🚀 WhatsApp template status is now clearer for key-code messages

• Room-ready templates that deliver a key code after a guest taps a button are now shown with a clear ‘code sent after tap’ status — instead of a confusing WhatsApp Rejected badge that did not reflect their actual state.
• Real Meta approval or rejection statuses still appear as badges for all other templates, so you can tell at a glance which templates are live and which need attention.
• Quick-reply buttons defined on a WhatsApp template are visible in the template editor — you can see exactly what button your guests will tap, without needing to guess or test.
• When a room-ready notification template and its companion WhatsApp trigger template are both configured, a badge on each row makes the pairing obvious — you always know which templates work together.

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🚀 Shortened SMS links now apply to booking and payment messages

• When a guest receives an SMS with a link to check availability or complete a payment, the link is now shortened using your branded short domain — the same way direct SMS messages already worked.
• If link shortening is not configured for your property, nothing changes — all SMS messages continue to be sent exactly as before.
• If a shortening attempt fails for any reason, the full-length link is sent automatically — guests are never left without a working link.

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🐛 Krossbooking connection restored after platform migration

• As Krossbooking migrates properties to its new platform, Ecco now signs in using the updated method — so your connection is not broken when your property is moved over.
• All Ecco capabilities that rely on Krossbooking continue to work without interruption: reservation sync, voice agent guest lookup, check-in access codes, and quote generation.
• No action is needed on your end — the update applies automatically to every Krossbooking property as they transition to the new platform.

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🐛 Room availability shown clearly across all channels

• Room availability is presented as up to three clear options, so guests are never overwhelmed with a long list of choices.
• Each option shows the room name and price together on a single line — room labels and prices can no longer appear separated, out of order, or broken across multiple lines in WhatsApp messages.
• Follow-up text such as alternative suggestions is kept separate from the room options themselves — so each priced option reads as a clean, standalone choice.
• When multiple rate plans are available for the same room, Ecco selects and displays the most competitive rate — guests always see a clear, actionable price.

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✨ Publish knowledge base facts to your voice agent on demand

• Before any facts are published to your voice agent, Ecco shows you a dry-run plan of exactly what would change — so you can review every addition or update before committing.
• Once you are satisfied with the plan, you trigger the live sync explicitly — your voice agent’s knowledge is never updated without a deliberate confirmation step.
• Access instructions in the knowledge base now include concrete details — such as key, key-box, and door-code steps — before falling back to generic check-in guidance, so guests always get the most specific directions available.
• Contact [email protected] to enable knowledge base sync to your voice agent.

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🐛 Custom email domain verification now updates automatically

• Once your DNS records are in place, the email domain card in the dashboard turns green automatically — you no longer need to manually re-check or retry verification.
• The dashboard refreshes the verification status every 15 seconds while a domain is still pending, so the card updates as soon as your DNS records are confirmed — typically within a few minutes.
• If there is a temporary issue reaching the verification service, the dashboard falls back to the last known status rather than showing an error — so nothing breaks while you wait.

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🐛 CiaoBooking reservation lookup now works reliably

• Reservations are now found correctly when searching by booking ID, guest email, phone number, or guest name combined with dates — lookups that previously returned no results now work as expected.
• Each reservation now shows the correct property name, guest contact details, and outstanding balance — giving your team the full picture when identifying a guest.
• A reservation that is awaiting confirmation is now correctly shown as pending, rather than being incorrectly marked as confirmed.
• Cancelled bookings are also found during a lookup, so your team can identify and assist guests whose reservations were cancelled.

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🐛 Smarter Krossbooking knowledge base updates

• When a Krossbooking sync brings in new or changed information, Ecco reviews each proposed update before applying it — accepting clear improvements, flagging uncertain ones for your review, and discarding low-quality rewrites.
• If the AI cannot confidently approve a proposed change, your existing live content stays in place and the candidate is held for manual review — your active knowledge base is never silently overwritten with unconfirmed information.
• Critical values — such as Wi-Fi passwords, door codes, URLs, and phone numbers — are always preserved exactly as written and can never be accidentally overwritten or removed by an AI decision.
• If a second sync arrives while you still have pending updates to review, those pending items are safe: they are not lost or replaced until you have had a chance to confirm them.

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🚀 WhatsApp + Email templates go live on Email right away

• You can now enable a WhatsApp + Email template as soon as it’s set up — Email starts delivering straight away, even while the WhatsApp template is waiting for Meta’s review.
• Once Meta approves the WhatsApp template, that channel activates on its own — no need to re-enable the template or take any manual action.
• When creating or editing a scheduled message template, you can select WhatsApp, Email, or both — and the editor only shows tabs for the channels your template actually sends on.
• A WhatsApp-only template with an unapproved template still cannot be enabled until Meta gives the green light, so there is no risk of sending unreviewed content.

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✨ Give your message templates a custom name

• When creating a new template, the name you type in the setup wizard is saved as the template’s display name — visible to you and your staff in the dashboard.
• You can rename any existing template directly from the template list with an inline edit — just click the name and type the new one.
• Custom names are for your internal use only and have no effect on the message content, delivery, or any connected triggers.
• If no custom name has been set, the template shows its default label — so nothing looks blank in the meantime.

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🚀 WhatsApp template editor: full variable library now available

• The variable picker in the base template editor now shows your property’s full library of supported variables — so you can add a field like floor number, room type, or any other available detail without having to create a new template from scratch.
• Only variables your property can actually resolve are offered — unsupported variables are blocked at save, so there is no risk of sending a message with an empty placeholder.
• When you add a previously unused variable and save, Ecco registers it for the template automatically — no manual configuration step required.
• Scheduled messages that were already approved and queued are not affected by the addition of new variables — their send order is preserved exactly as approved.

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✨ Guest floor number in messages, read directly from Mews

• The floor number is read directly from Mews and can be inserted into any scheduled message template alongside room number, guest name, and other existing variables.
• The floor variable only appears in the template editor for properties whose PMS actually provides it — hotels on other systems won’t see it, preventing empty placeholders from slipping into messages.
• Floor data is available across all message triggers, including the room-ready notification — so guests receive ‘floor 2 → room 203’ exactly as your own messages would say it.
• Contact [email protected] to enable scheduled messaging or the room-ready template for your property.

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🐛 Mews guest emails now reach scheduled messages reliably

• Ecco now reads each guest’s email from the Mews reservation list, which is the only sync pass Mews uses — meaning no arriving guest is left without an email address on file.
• Email-based scheduled messages, including the room-ready trigger with check-in links or Keycafe access codes, can now reach every Mews guest who provided an email at booking.
• Once saved, a guest’s email address is never accidentally overwritten by a later sync that lacks it — ensuring the value stays intact throughout the reservation lifecycle.
• Contact [email protected] to enable Keycafe messaging or email scheduling for your property.

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🚀 Guest name and room now appear in call and escalation emails

• The post-call notification email now includes the guest’s verified name from your PMS and the room or apartment they are staying in — your team can match the call to the right reservation at a glance.
• When a WhatsApp conversation is escalated to your team, the escalation email always shows the apartment of reference — if Ecco cannot confirm a match automatically, a clear notice is shown so staff know to verify before acting.
• Escalation emails prefer the verified PMS guest name over the WhatsApp display name — reducing confusion when the two differ.
• Service notes emailed to your team after a reported issue also carry the guest’s verified name and room, so every notification — call, escalation, or service request — tells the full story.

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🐛 Staff escalations and service requests now complete reliably

• For restaurants: when a guest asks to be transferred to a staff member, the escalation now always reaches your team — even if the agent describes the reason in plain words rather than a fixed phrase.
• For restaurants: common descriptions such as “a guest requested staff”, “large group”, or “complaint” are all recognised and mapped to the correct escalation reason — your team receives the handoff with a clear label every time.
• For hotels: service requests marked with a mid-level priority and status or category updates also complete correctly, regardless of how the agent phrases them.
• Valid high and low priority requests, and all other request types, are completely unaffected.

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✨ Add a header image to your WhatsApp and email messages

• In the WhatsApp template editor, you can now paste an image URL into the optional ‘Header image’ field — the image appears at the very top of the WhatsApp message, above the text body, exactly as guests will see it on their phone.
• In the email editor, you can paste an image URL into the ‘Header image’ field — the image appears at the top of the email body, between your logo and the message text.
• Both editors show a live preview as you type, so you can see exactly how the message will look to guests before saving.
• Adding or changing a WhatsApp header image resubmits the template for Meta approval — the editor reminds you of this before you save. Contact [email protected] to enable image headers for your property.

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🐛 CiaoBooking connection restored after vendor migration

• CiaoBooking recently migrated its platform to a new address under the Smartness brand, which caused all communication between Ecco and CiaoBooking to fail silently from 25 June 2026 onwards.
• Reservations, live availability checks, and guest booking lookups are now fully restored — no guest interaction or booking is missed.
• This fix applies automatically to all properties using CiaoBooking — no action or configuration change is needed on your end.

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🐛 OTA replies now always in the guest’s own language

• Previously, OTA replies defaulted to the property’s configured language, so a French or English-speaking guest could receive a reply in Italian.
• Ecco now detects each guest’s language from the conversation and replies accordingly — every OTA draft is in the language the guest actually wrote in.
• If the guest’s language cannot be detected for any reason, Ecco safely defaults to English rather than falling back to the property’s default language.
• These fixes apply automatically to all properties using OTA messaging — no configuration needed.

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🐛 Vrbo reservations from Krossbooking now labelled correctly

• Reservations booked through Vrbo (formerly HomeAway) are now correctly recognised and labelled in Ecco — previously they appeared as an unknown source, making them harder to track.
• Vrbo threads are kept as drafts for review rather than sent automatically — a safe default while Ecco verifies the full sending capability on that channel.
• This fix applies automatically to all properties using Krossbooking with Vrbo listings — no configuration needed.

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✨ Instant alert when WhatsApp is disconnected from Ecco

• The WhatsApp connection card in your settings now shows a clear ‘Disconnected’ badge if your WhatsApp Business Account has been unlinked from Ecco — no more silent outages where guests stop receiving replies without anyone noticing.
• When a disconnection is detected, Ecco’s team is alerted within minutes so they can reach out and help you reconnect — previously this could go undetected for days.
• Reconnecting restores WhatsApp guest messaging immediately, with no configuration needed beyond re-authorising Ecco on your WhatsApp Business Account.
• This protection is automatic for all properties using WhatsApp with Ecco — no setup required.

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🐛 WhatsApp messages no longer show raw technical data to guests

• In rare cases, a WhatsApp reply from Ecco’s AI could include fragments of internal booking data — such as check-in dates, hotel identifiers, or guest counts — pasted directly into the guest-visible message.
• Guests now always receive clean, natural text — any internal data is automatically removed before the message is sent.
• If stripping the internal data would leave the message empty, nothing is sent at all, so guests are never shown a blank or broken reply.

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🚀 Keycafe codes revoked even when a stay is cancelled late

• Previously, a cancellation that happened after the arrival date fell outside the daily check window, leaving the key-box code active and the guest able to physically access the room.
• Ecco now checks the current status of every reservation that still holds a live, unexpired Keycafe code — so late cancellations are caught and the code is revoked without any manual step.
• Only a confirmed cancellation triggers a revoke — if the reservation status is unclear, the code is left untouched, so no genuine guest is ever locked out by mistake.

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🚀 Search conversations by phone number

• The search box in the conversations list now matches both the conversation title and the caller’s phone number — no need to remember a guest’s name to find their call.
• Each conversation row displays the caller’s phone number below the title, so you can confirm you’ve found the right record at a glance.
• Partial numbers work — type any sequence of digits and Ecco will find all conversations from numbers containing that sequence.
• Phone search works alongside all existing filters — period, source, and category — so you can narrow down results as precisely as you need.

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✨ Keycafe smart lockbox integration for automated key codes

• When a reservation is created or modified, Ecco automatically generates the guest’s Keycafe access code for the correct room and time window — no manual steps needed at the front desk.
• If a guest reports that their code is not working, or if they are moved to a different room, staff can instantly issue a fresh code — the old one is cancelled and a new one is sent to the guest.
• Codes can also be resent to a guest on demand — for example if they deleted the original message — directly from within Ecco.
• Contact [email protected] to enable Keycafe for your property.

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🚀 Quote requests always reach your team with a real email address

• If the agent cannot obtain a genuine email address from the guest, the quote request is blocked and the guest is prompted to provide a real one — so your team never receives an enquiry they cannot follow up on.
• Common placeholder addresses — such as those containing phrases like ‘not provided’, ‘none’, ‘to be confirmed’, or similar — are recognised and rejected, even when they look like a valid email at first glance.
• Addresses using reserved or example domains are equally rejected, closing an additional route by which a non-existent address could slip through.
• Real guest addresses are never affected — the filter is conservative and only blocks addresses that are clearly invented or non-functional.

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🐛 WhatsApp inbox now shows each guest’s booking and apartment

• Each WhatsApp thread automatically matches the guest’s phone number to their current reservation — so your team can see who they are talking to, which room they are in, and how long they are staying, without leaving the chat.
• The matching window has been widened so guests who message well before arrival or up to two weeks after checkout are also recognised and linked to their reservation automatically.
• The assigned apartment is displayed in a dedicated panel alongside the conversation and is always derived from the reservation — the inbox and the booking stay in sync.
• If the automatic match needs a correction, your team can manually pin the right apartment to any conversation directly from the chat detail view.

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🐛 Reservation changes always confirm the correct date, time, and party size

• When a guest updates only the party size (without changing the date or time), the agent now reads back all three details correctly — date, time, and new party size — rather than showing them as missing.
• If the restaurant system does not return a table number after a modification, the agent simply omits it from the confirmation instead of surfacing a confusing blank value.
• These fixes apply automatically to all restaurants — no action is needed on your end.

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✨ Plateform: guests can choose their preferred seating area

• During a call or WhatsApp conversation, the agent asks guests which area of the restaurant they prefer and factors that choice into both the availability check and the reservation itself.
• Every availability check against a named zone is independently verified — a table in the guest’s preferred area can no longer appear available and then fail at the point of booking.
• When no zone preference is given, availability is checked across the whole restaurant as before — nothing changes for guests who do not specify an area.
• Contact [email protected] to set up named seating zones for your Plateform restaurant.

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🐛 WhatsApp inbox: clearer guidance when the 24h window expires

• When the 24-hour WhatsApp customer-service window has expired, the inbox now clearly tells your team to continue the conversation from the WhatsApp Business app — the previous message was outdated and referred to a phase that has long since launched.
• When a guest sends an unsupported message type — such as certain stickers, polls, or other formats WhatsApp doesn’t make readable — the conversation shows a visible placeholder instead of a blank gap.
• Your team is clearly directed to reply from the WhatsApp Business app on your hotel’s phone, where the message is visible — the dashboard inbox and notification email both give the same consistent instruction.
• If a guest edits or deletes a message, those events continue to show correctly in the conversation timeline — nothing looks missing.

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✨ Krossbooking: update a guest’s check-in time from the agent

• When a guest calls to say they will arrive earlier or later than planned, the agent can now update their check-in time on the spot and confirm the change back to them.
• The update writes directly to the Krossbooking reservation and is verified immediately — so the time shown in your property management system is always in sync with what the guest was told.
• All other reservation updates — such as cancellations or special requests — continue to work exactly as before; this is a purely additive change.
• Contact [email protected] to enable arrival-time updates for your property.

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🐛 Mistyped year no longer stalls a room availability search

• When a guest states dates that span an unusually long window — for example, a typo that shifts the year by a decade — the agent now stops early and asks them to double-check the dates, rather than locking up while searching.
• Genuine long stays are fully supported: once the agent confirms the dates with the guest, the search proceeds normally with no restrictions.
• This fix applies automatically to all properties using Krossbooking — no action is needed on your end.

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🐛 Krossbooking: agent always surfaces the most imminent reservation first

• Guests with multiple upcoming reservations are now greeted with the one arriving soonest — whether they are already checked in or due tomorrow — rather than a booking weeks away.
• If a guest has a second legitimate stay further in the future, it is never hidden — all reservations are retained, just shown in the right order.
• This fix applies automatically to all properties using Krossbooking — no action is needed on your end.

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🚀 WhatsApp inbox: clearer conversation status at a glance

• Every conversation row now shows a status badge — AI active, Human, AI paused, or AI excluded — so you can tell at a glance who is handling each chat without opening it.
• Conversations where a guest is waiting for a reply are now highlighted with a tinted background and a left accent bar, making them impossible to miss in a busy inbox.
• The AI-excluded state now has a distinct red badge with its own icon, so it stands out clearly from the amber paused state and is never confused with a routine exception.
• Search, filters, history scroll, and all previous inbox improvements continue to work exactly as before — this is a visual layer on top of what already shipped.

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🚀 Service note emails link back to the conversation

• Each service note email now includes a ‘View conversation’ button that takes your team straight to the relevant conversation in the dashboard — no more hunting for the right chat or call.
• The email clearly labels whether the note came from a phone call or a WhatsApp conversation, so your team knows at a glance how the guest got in touch.
• If no conversation can be identified, the button still works — it takes your team to the full conversations list rather than going nowhere.
• These improvements apply automatically to all properties — no action needed on your end.

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🐛 CiaoBooking guest lookup is faster and never times out

• Searches for a guest by booking code, email, or phone now always finish within 20 seconds — well within the limit needed for the agent to give a clear answer and keep the call moving.
• When no matching reservation is found, the agent now clearly says so and handles the call gracefully — rather than hitting a silent timeout and transferring the caller unexpectedly.
• Genuine reservations that are found quickly — typically within a few seconds — are completely unaffected; the search resolves the instant a match is confirmed.
• These improvements apply automatically to all properties using CiaoBooking — no action is needed on your end.

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🚀 Callers stay connected when the voice AI hits a capacity limit

• When the voice AI becomes temporarily unavailable mid-call, callers are automatically transferred to your configured operator number — they stay on the line and reach a person without having to call back.
• If no operator number is set, or if the transfer cannot connect, callers still hear a polite apology — they are never left in silence.
• Normal call endings — hang-ups, call-backs, and standard disconnections — are completely unaffected by this change.
• Contact [email protected] to make sure your operator number is configured so callers can always reach your team.

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🚀 House Manual link follows the same access rules as check-in instructions

• The House Manual link is now withheld until a guest’s reservation reaches the statuses your property has configured as eligible — the same rule that already governs check-in instructions.
• Guests whose booking has not yet reached the eligible status receive a clear notice that the House Manual is not yet available, rather than receiving nothing or an incomplete response.
• Properties that have not configured any status restrictions are completely unaffected — both links continue to be shared as before.
• This behaviour applies consistently across voice and WhatsApp — no difference between channels.

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🐛 Knowledge base facts list no longer cuts off at a set number

• The knowledge base facts list now paginates, so you can browse through all your entries page by page — no matter how many you have.
• Previously, the list stopped loading after a certain number of facts, making it impossible to view, edit, or delete anything beyond that point.

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🐛 WhatsApp template editor improvements

• The ‘Send to WhatsApp’ button only appears when a template genuinely needs submitting — templates already approved, under review, or paused no longer show it.
• When you open a template to add a translation, the variable placeholders from the Italian version are already filled in — you only need to translate the surrounding text, not re-map every field from scratch.
• Per-variant variable mapping works seamlessly across both of these scenarios — no extra steps needed.

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🐛 WhatsApp inbox now works on mobile

• On a phone, the inbox shows either the conversation list or the open chat — not both squeezed into a cramped split view. A back arrow lets you return to the list at any time.
• The message composer stays visible at the bottom of the screen even when the keyboard is open or the page header wraps onto multiple lines — you never lose access to it.
• The dashboard header no longer overflows sideways on small screens — it wraps cleanly across all pages, not just the WhatsApp inbox.

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✨ Preview suggested changes and key facts at a glance

• Proposed changes are now displayed clearly in the dashboard — you can see exactly what is about to change before confirming it.
• The key facts behind each suggestion are shown alongside it, giving you the context you need to make an informed decision.
• Nothing is applied automatically — you stay in control of every update.

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🐛 Callers found by phone even when their name is misheard

• Guests who call from their registered phone number are now identified correctly even when their spoken name is misheard or slightly mispronounced — the phone number alone is enough to find them.
• Previously, if the agent paired a phone number with a misheard name, the search came back empty and the guest was not recognised — even though a phone-only search would have found them instantly.
• This fix applies automatically to all properties using Krossbooking, Mews, CiaoBooking, and Scidoo — no action is needed on your end.

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🐛 Agent always shows rooms from the right property

• When a guest asks about a specific residence or room type, the agent now returns only matching rooms — it no longer silently ignores the filter and shows an unrelated mix of available rooms.
• Multi-property setups are now handled correctly: the agent can no longer quote availability from the wrong property or describe a room that doesn’t exist at the guest’s chosen location.
• The name match is flexible — it handles accents, capitalisation differences, and minor spelling variations, so guests still get results even when the room type name isn’t typed exactly.
• If no rooms match the requested type, the agent honestly says none are available — it never falls back to showing unrelated rooms as though they were a match.

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🚀 Scidoo: agent answers payment and meal-plan questions for in-house guests

• Guests can ask ‘is breakfast included?’ and the agent answers based on what is actually booked — for example, B&B, half board, or room-only — rather than a generic property policy.
• Guests can ask ‘do I still have to pay anything?’ and the agent tells them exactly what remains to settle at the hotel — or confirms there is nothing left to pay.
• When a reservation was prepaid through an OTA (such as Booking.com with a virtual card), the agent correctly says there is nothing to settle at the property — it never claims the booking is fully paid in absolute terms.
• Both improvements apply automatically to all properties using Scidoo — no action is needed on your end.

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🐛 Guests found even when their name is slightly mispronounced

• Guests are matched to their reservation even when a name is heard with an extra or missing letter — for example ‘Hassler’ is correctly matched to ‘Hasler’.
• Exact matches always take priority — the fuzzy fallback only kicks in when no exact match is found, so two similarly named guests are never confused.
• This fix applies automatically to all properties using Scidoo — no action is needed on your end.

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🚀 Booking links shared directly in the WhatsApp chat

• Guests chatting on WhatsApp receive the booking or payment link as a tap-ready message in the same conversation — they no longer have to switch to their SMS inbox to find it.
• The agent no longer tells WhatsApp guests to ‘check their SMS’ — the message and the link are always in the same place.
• Properties using voice or SMS are completely unaffected — those channels continue to deliver links exactly as before.

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🐛 WhatsApp messages reach Krossbooking guests with unusual phone numbers

• Guests whose reservation has two phone numbers in the same field now receive messages on the first number — previously, Ecco could not deliver to either.
• If a guest’s phone field contains an email address or other non-phone text, Ecco skips the send rather than attempting delivery to an invalid recipient.
• Invisible formatting characters sometimes present in phone numbers copied from other systems are stripped out — messages that would have silently failed now go through.
• These improvements apply automatically to all properties using Krossbooking — no action is needed on your end.

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🐛 Krossbooking check-in and check-out dates always found

• Guests can give their name or booking number and be found straight away — the agent no longer gets stuck in a loop repeatedly asking for check-in or check-out dates.
• Check-in and check-out dates are now read correctly from the reservation, even when the property’s booking table has a non-standard column layout.
• Both name-based and confirmation-number lookups benefit from this fix — the same underlying search is used for both.
• The fix applies automatically to all properties using Krossbooking — no action is needed on your end.

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🚀 WhatsApp sends skip numbers that can’t receive messages

• When a message can’t be delivered because the recipient’s number isn’t on WhatsApp, Ecco remembers that and skips the number on all future sends — so you’re never charged for messages that can’t get through.
• After 90 days, the suppression lifts automatically — so if a guest later signs up for WhatsApp, they’ll start receiving messages again without any manual intervention.
• Temporary delivery failures — such as a guest being outside their messaging window — are never suppressed, only permanent ‘not on WhatsApp’ errors trigger the skip.
• This protects your WhatsApp account’s quality rating, which affects your ability to send messages to all guests.

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🐛 AI loop prevention now holds even during a combined outage

• Even during the most severe outages — where both Meta’s WhatsApp service and the underlying infrastructure are unavailable simultaneously — Ecco now stops processing the same guest message repeatedly and hands the conversation to your team.
• Undelivered AI replies are still saved to the conversation thread in your dashboard so your staff can review and resend them manually once the outage clears.
• A secondary failure during recovery no longer causes the protection introduced last week to silently unwind — the loop-prevention guarantee is now robust even under worst-case conditions.

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🚀 Scheduled WhatsApp messages now appear in the guest chat thread

• Automated messages — such as pre-arrival reminders or post-stay follow-ups — now appear in the guest’s WhatsApp thread in your dashboard, just like messages sent manually by your team.
• Each automated message is clearly labelled as a template send, so staff can tell at a glance what was sent automatically versus what was typed by a person.
• Delivery status updates (sent, delivered, read) work the same way as for regular messages — you can see exactly when the guest received and opened each one.
• Guest threads no longer look silent or empty after an automated message goes out — the conversation history is always complete and up to date.

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🐛 Guests found by their booking number on Scidoo properties

• Guests can now give the short booking number from their confirmation email and be found immediately — the agent no longer tells them their code looks wrong or asks for a longer number.
• The agent now reports the correct room number, so it can direct guests to the right key box straight away — previously it could read back the booking reference as if it were a room number and find nothing.
• Check-out dates are now captured correctly, so the agent can properly verify that a stay covers today before granting access.
• All improvements apply automatically to properties using Scidoo — no action needed on your end.

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🐛 Message timing wizard now shows a plain-language preview

• Real-time triggers — such as a new booking or an online check-in — now show ‘in real time’ instead of a confusing day-offset figure.
• When editing the timing for a real-time trigger, the day-offset field is hidden so there is nothing misleading to fill in.
• As you adjust the timing fields, a live preview instantly reflects your choices in plain language — for example ‘Check-out · same day · at 10:00’ or ‘Check-in · 2 days after · at 18:00’ — so you always know what the rule will do before saving.
• Clicking ‘Send to WhatsApp’ now always shows a confirmation — previously you had no way of knowing whether the action succeeded unless it failed.

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✨ Delete a WhatsApp message template from your dashboard

• A delete option is now available on every message row in the messages list — no more being stuck with templates you no longer use or test messages created by mistake.
• Before anything is removed, a confirmation screen spells out exactly what will be deleted: the message, all its language versions, its sending schedule, and the templates registered on WhatsApp.
• The confirmation also reminds you that deleting an approved template means you would need to recreate it and wait for Meta’s review again before it can be sent — so the cost of the action is always visible before you confirm.
• Contact [email protected] if you need help managing your message templates.

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🐛 Apartment assignment across template variants is now consistent

• When assigning apartments to a template variant, you now see every apartment in your property — not just the ones currently unassigned.
• Apartments already assigned to another variant are shown as locked, with a clear label indicating which variant holds them — so you can instantly see why one cannot be selected.
• The total apartment count is the same across all variants, removing any confusion caused by the count appearing different depending on which variant you were editing.
• ‘Select all’ only picks up available apartments — locked ones are automatically skipped.

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🐛 WhatsApp messages always save with clean formatting

• If you paste text copied from another system into a template body, any run of extra blank lines is automatically collapsed to a single blank line before saving.
• Guests always receive clean, consistently spaced messages — regardless of where the original text was copied from.

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🐛 Italian mobile numbers starting with 392/393 now recognised correctly

• Guests whose Italian mobile starts with 392 or 393 are now matched to their reservation correctly — previously, the number was misread and the lookup failed.
• The fix applies automatically across all properties — no action is needed on your end.

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🐛 Agent no longer reports a missing booking before asking the guest’s name

• The agent now asks for the guest’s name before searching for their reservation — it no longer attempts a lookup with incomplete information.
• Guests are never told their booking cannot be found simply because the agent searched before collecting their details.
• The fix applies automatically to all restaurant properties — no action needed on your end.

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🐛 Reservations no longer go missing after a slow network moment

• A booking that succeeded on Plateform’s side is now always recognised as confirmed — even if the response arrived too late for Ecco to catch it the first time.
• Guests are never left without a confirmation message because of a brief network delay, and your records no longer show a misleading ‘not completed’ note for a booking that actually exists.
• If a booking genuinely did not go through, Ecco retries once — and only once — and only for temporary issues like network blips. Definitive rejections (wrong date, full slot, etc.) are never retried.
• Duplicate reservations are impossible: before any retry, Ecco checks whether the booking is already in the system and returns it if so.

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🐛 WhatsApp template scheduling and language delivery fixed

• Scheduled message rules can now be enabled the moment your template is approved by Meta — previously, an approved template was not always recognised and the rule stayed stuck in a ‘no approved template’ state.
• The approval status badge on each template card now reflects the real approval state — previously, some templates showed an empty status even when Meta had already approved them.
• Guests whose preferred language is not Italian or English now receive messages in their own language when that translation is approved, or in English as a fallback — previously they were silently skipped and received nothing.
• Italian guests always receive messages in Italian and are never sent an English fallback by mistake.

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🐛 Conversations list now shows the correct count and pages

• Filtering by ‘Phone’ in the conversations view now shows all phone calls correctly — previously, applying this filter returned zero results even for properties with hundreds of recorded calls.
• Filtering by ‘WhatsApp’ is unaffected and continues to return the correct results as before.
• The total conversation count, page count, and displayed rows are all consistent with each other — whether you filter by source, category, or date.
• Selecting ‘All time’ no longer produces an empty list or phantom extra pages — every real conversation is shown and counted correctly.

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🐛 Scidoo guest lookup and booking improvements

• Guests who call before their check-in date are now found correctly when the agent searches by name — previously, only guests already in-house or arriving that same day could be identified, leaving future arrivals unrecognised.
• Name searches work regardless of word order — because Scidoo stores names as surname then first name, a guest who gives their name in the natural order is still matched correctly.
• Children in a party are now registered on the booking as children, not ignored — city-tax and capacity calculations reflect the real composition of the group.
• Breakfast add-ons are billed to the right people at the right per-person rate, the confirmation number the agent reads out matches the reference on the guest’s Scidoo email, and bookings always land on the dates the guest chose.

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🐛 Krossbooking hotel-style bookings now always include a payment link

• Hotels using Krossbooking’s room-type booking engine can now take direct reservations through the voice agent — the agent guides the guest all the way to a confirmed booking without dropping out.
• Rate options shown by the agent reflect the real bookable rates from Krossbooking — only rates that can actually be confirmed are offered, so guests are never quoted a rate that cannot be completed.
• After the booking is confirmed, the agent always reads back a working payment link — previously, some properties received a booking but the agent could not produce a payment link and transferred the call to reception instead.
• Properties using the standard Krossbooking apartment flow are unaffected — their payment links continue to work exactly as before.

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🐛 Staff no longer answer transfers to a dead line

• When Ecco transfers a call, your reception staff now hear a short 1–2 word summary of why the guest is calling — delivered in roughly one second — so they can greet the caller immediately and with context.
• Previously, the announcement took up to 6 seconds, leaving impatient callers to hang up before being connected; staff answered to silence and had no idea what the guest needed.
• If the agent cannot produce a concise summary, it falls back to a brief generic notice — the transfer always completes cleanly, never mid-phrase.
• This improvement applies automatically to all properties using call transfers — no configuration needed.

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🐛 Scheduled WhatsApp messages now sent for all upcoming stays

• Scheduled WhatsApp messages are now triggered for reservations with check-in dates up to 90 days in the future — previously, bookings made well in advance could be missed entirely.
• Each message is now sent in the language and template set for the specific property, so guests always receive content tailored to the place they are staying.
• Reservations where the guest’s language or property details were not yet filled in are handled correctly once that information becomes available — no manual intervention needed.

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🐛 CiaoBooking cancellations no longer leave the agent stuck

• Guests who ask to cancel their reservation now always get a clear answer — either a confirmation that it went through, or a calm message explaining it could not be completed — never a confused handoff to staff.
• Cancellation requests are handled correctly regardless of how the agent phrases the status internally, so no request is silently lost due to a formatting mismatch.
• When CiaoBooking rejects a cancellation, the agent treats it as an operational outcome and communicates it gracefully rather than crashing the conversation.

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✨ Ecco can now reply to OTA guest messages automatically

• Ecco monitors every Booking.com and Airbnb thread and replies as soon as a guest sends a message — only when no staff member has already responded, so manual replies are never overridden.
• Each guest message gets at most one automated reply, even if a send attempt fails and retries — guests are never double-messaged.
• Replies are generated, sent, and logged automatically, giving you a full audit trail to review and annotate after the fact.
• Contact [email protected] to enable automatic OTA guest messaging for your property.

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🐛 Knowledge base imports no longer fail on long policy names

• If any policy entry in your knowledge base file had a very long name, the entire import was previously cancelled — now every entry is saved correctly regardless of name length.
• Distinct long names remain distinct after import, so no information is lost or mixed up.
• Re-uploading the same file always produces the same result, keeping your knowledge base consistent.
• Values like VAT numbers, phone numbers, and postal codes with leading zeros also continue to import exactly as written.

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🚀 Clearer guidance when SMS can’t reach a guest’s number

• If a guest’s mobile number is in a country or region that blocks Ecco’s SMS sender, the agent now recognises this immediately and can suggest an alternative way to reach the guest.
• No more silent failures — instead of a cryptic error, staff and the agent get a clear signal that SMS won’t work for that destination and that retrying won’t help.
• All other SMS destinations continue to work exactly as before.

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✨ SMS now reaches guests with US and Canadian phone numbers

• Guests with US or Canadian phone numbers now receive SMS messages reliably — US and Canadian carriers block messages sent from an alphanumeric sender name, so Ecco automatically switches to a registered US number for those destinations.
• This coverage now extends to restaurants, matching the same reliable delivery already available for hotels.
• Messages to all other destinations continue to send exactly as before — no changes to your existing setup.
• Contact [email protected] to enable US and Canadian SMS delivery for your property.

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✨ WhatsApp activity now tracked on your dashboard

• The dashboard now counts WhatsApp messages alongside voice calls, giving you a complete picture of how guests are reaching you.
• A trend chart — ‘WhatsApp Trend’ — plots message activity over time, broken down by hour or day depending on the period you select.
• The chart uses a smooth gradient area style, making it easy to spot peaks and quiet periods at a glance.
• When viewing a single property, the chart respects your local timezone so the hours on the axis match your day.

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🐛 Restaurant bookings found even with small name or time differences

• Guests who give a time a few minutes off, or say their surname before their first name, now reach their booking without any issue.
• When two bookings are close in time, Ecco uses the caller’s phone number to pick the right one every time.

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✨ Manage WhatsApp message templates from the dashboard

• A new Templates section lets you write and preview messages with real booking data — check-in date, guest name, room type — and organise them by language, all in one place.
• Write once in Italian and Ecco automatically produces English, German, Spanish, and French versions.
• Set when each template fires relative to arrival or departure — for example, a check-in reminder the morning guests arrive.
• Contact [email protected] to enable WhatsApp template messaging for your property.

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🐛 Krossbooking check-in and check-out dates always read correctly

• On some properties, arrival and departure dates were coming back empty every time Ecco searched for a reservation.
• Dates now display correctly across all Krossbooking layouts with no action needed from your side.

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🐛 Ecco handles SMS delivery failures to international numbers gracefully

• Guests from the US, Canada, or Norway no longer wait for a message that will never arrive — Ecco detects the block and switches to email or reads the information aloud on the spot.
• Phone numbers with spaces or punctuation between digits — common in the UK — are now accepted without any issue.

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✨ WhatsApp messages now reach each guest in their own language

• Ecco reads the guest’s preferred language directly from the Krossbooking reservation and sends the WhatsApp message in that language — no manual setup needed per guest.
• Supported languages: Italian, English, French, German, and Spanish.
• Contact [email protected] to enable it for your property.

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🚀 Callers always hear Ecco’s greeting from the very first word

• The line rings normally before Ecco picks up, so the experience feels like any other call.
• A brief protection window after Ecco answers ensures the first word of the greeting is always audible, even on slower connections.
• Accidental sounds from the caller’s side during that window cannot interrupt or cut off the opening message.

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🐛 Availability search no longer stalls when a guest names an unknown zone

• Previously, naming an unrecognised area caused the search to fail entirely and the conversation to stall.
• Ecco now falls back to all available rooms and keeps the conversation going.
• If your property does use zones and the guest names one that does not match, the error is still flagged — useful for correcting the guest’s input.

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🐛 Dashboard no longer blanks and reloads every 60 seconds

• The full-page reload that interrupted your session every minute while working in the dashboard has been eliminated.
• A hidden developer toolbar has been removed, making the dashboard load noticeably faster.

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🐛 Guests can complete a booking without sharing their email address

• Previously, guests who declined to give an email caused the booking to fail silently, leaving them without a confirmation and the property without a lead.
• Email is now fully optional — the booking goes through regardless, while a wrongly formatted address still prompts a correction.

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🐛 WhatsApp reconnection and media handling are now more reliable

• Disconnecting and reconnecting the same WhatsApp number no longer requires manual intervention — the original PIN is preserved and reconnection succeeds immediately.
• If a number setup was interrupted mid-way, it now completes cleanly in the background without any side effects.
• Guests who send a HEIC photo, video, or Word document now receive a real text reply instead of a deflection message.

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🚀 Choose which staff members can see the Properties section

• The Properties menu is now hidden from staff by default, keeping the interface clean for day-to-day users.
• Admins can switch it on for individual properties from the admin settings panel.

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🐛 WhatsApp replies reach guests reliably, even after network issues

• A momentary connectivity problem no longer causes guests to receive a generic fallback message instead of Ecco’s real answer — the reply is retried and delivered automatically once the connection recovers.
• The courtesy fallback message now always matches the language the guest is writing in.
• When a human operator has taken over a conversation, automated fallback messages are suppressed entirely so no duplicate message confuses the guest.

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🐛 Mews bookings now show the correct rate and send all confirmation emails

• Guests were occasionally arriving to find a different figure than what was quoted — the correct rate is now always sent to Mews when the reservation is created.
• Staff confirmation emails were silently skipping some properties after a configuration change — each property’s inbox is now read fresh every time, so no notification is ever missed.
• Guest confirmation and payment emails from Mews can now be switched on per property, so guests receive a Mews confirmation that matches what the agent promised on the call.
• Contact [email protected] to enable Mews guest confirmation emails for your property.

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🐛 Live calls are never dropped when Ecco updates

• Previously, any platform update would abruptly disconnect ongoing calls the moment the new version went live.
• Ecco now keeps the previous version available for active calls throughout the switchover, so every conversation ends naturally.

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🐛 Live transfers to reception are now more reliable for callers and staff

• Transfers no longer fail silently when the system needs to recover call information in real time — the agent now fetches it on the spot and the transfer always goes through.
• Reception staff have 90 seconds to pick up before the call flows naturally to voicemail — no one is cut off mid-ring.
• If the line is busy, voicemail is offered immediately rather than leaving the caller waiting.

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🐛 Scidoo quotes for families now include children correctly

• Previously, children were left out of the search — the quoted price was too low and the rooms shown could be too small for the actual party.
• Each quote now matches what guests would see on the direct booking engine, children and all.
• Room capacity now reflects the full party size, so under-capacity rooms are never suggested.

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🐛 Scidoo booking lookup now works reliably for arriving and in-house guests

• Guests searching by name, OTA code, or booking ID now reach their reservation — including arrivals and in-house guests that were previously missed.
• Confirmation codes read out digit by digit are matched correctly, so a valid booking is never incorrectly reported as not found.
• Sessions stay valid for roughly 25 days, so guests always get a fast response without repeated login delays.

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🚀 All Hotels dashboard KPIs are now always accurate

• Multi-property accounts were previously seeing wrong totals in every KPI card due to a 1,000-conversation cap.
• Totals are now calculated server-side, so the numbers are always correct regardless of volume.
• The WhatsApp KPI card now appears in the All Hotels view, giving a complete picture across voice and messaging.

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🐛 CiaoBooking room capacity now reflects the room’s true maximum

• A search for three guests was making every room type appear to hold three people — including single rooms.
• Ecco now reads each room’s actual maximum occupancy, so an under-capacity room is never offered to a larger group.

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🚀 CiaoBooking quotes now include the correct total and tourist-tax rules

• Guests now receive the full stay cost from the first answer — no need to ask follow-up questions.
• Tourist-tax exemption age and the maximum number of taxable nights are now configurable per property to match your local municipality’s rules.
• The correct amounts appear consistently in quotes, booking confirmations, and staff notification emails.
• Contact [email protected] to enable it for your property.

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🐛 Availability responses are faster and more focused on large inventories

• Rooms best suited to the party size are shown first — guests see the most useful options immediately.
• Ecco still knows the full total of available rooms and can narrow by zone, property, or room type on request.
• Properties with large inventories will notice noticeably faster and more reliable availability responses across all channels.

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✨ Auto-translated handover message when AI passes to a human

• Write the message once in your language — Ecco automatically translates it into all supported languages and sends the right version to each guest at the moment of handover.
• The message is sent exactly once, then the conversation falls quiet until your team replies — keeping the experience clean and professional.
• Configure your handover message directly from the WhatsApp settings in your Dashboard.
• Contact [email protected] to enable it for your property.

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🐛 Callers directed to WhatsApp when no operator is available

• Previously, calls arriving when no operator was reachable ended with a generic unavailability message that sounded like a fault — leaving guests with no clear next step.
• The line now plays a friendly message letting callers know they can reach the team on WhatsApp, then ends the call cleanly.

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🐛 WhatsApp language detection improvements for returning guests

• Previously, the language detected during a guest’s very first message was locked in permanently — so a guest who started in Italian and later wrote in English would keep receiving Italian replies, sometimes across many separate conversations.
• The first-reply detection window has also been extended, so guests are greeted correctly from the very first message — even on WhatsApp numbers registered in a different country.
• Both improvements apply automatically — no action needed.

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🐛 Fewer false alerts when calls end normally

• When the voice agent wraps up a conversation normally, the system now correctly recognises it as a clean ending — no false dropped-call alert is raised.
• If the AI finishes speaking before the phone line formally closes, the call now ends quietly instead of playing an unexpected apology message to the caller.

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🐛 Krossbooking room rate lookup now returns accurate results

• Previously, a room found during a multi-zone availability search could return a confusing error when the agent later tried to fetch its rates — the rate lookup was running without the full search context needed to find that room.
• Rate lookups now correctly reuse the same availability scope used when the room was first found, so pricing is always retrieved consistently.
• If a room has no rates for the requested number of guests, the agent will now return the closest valid rate available and clearly flag the difference — rather than reporting a generic failure.

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✨ Block specific numbers from AI handling

• Any number on the block list is immediately passed to your team instead of being handled by the AI, across both voice and WhatsApp channels.
• Manage the list directly from the Settings section of your Dashboard — add or remove numbers at any time.
• Conversations from blocked numbers display a clear badge and banner in the inbox so your team knows to handle them manually.
• Contact [email protected] to enable it for your property.

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✨ Per-operator fallback numbers for call forwarding

• Previously, a single hotel-wide fallback number was used as a catch-all backup — this could send calls to the wrong person when multiple operators were on different shifts.
• You can now assign a specific fallback number or extension to each individual operator directly from the Dashboard.
• If no fallback is configured for an operator, the system correctly treats the situation as unanswered rather than routing to an unintended number.
• Contact [email protected] to enable it for your property.

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🚀 Improved SMS delivery now active for all hotels

• Italian properties no longer face blocked messages or costly number rental fees.
• Per-message rates drop by up to 23% in key markets including Italy, UK, France, Spain, and Switzerland.
• Delivery has been validated across Italy, the UK, and Germany — messages reach guests reliably in all three markets.

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✨ Service note emails now always arrive in Italian

• Calls taken in English, French, or any other language used to send the service note in that same language — staff had to translate it by hand before acting on it.
• Notes are now translated into Italian before the email is sent, so your team always reads requests in their working language.
• If translation is ever unavailable, the original note is delivered as a fallback — nothing is ever lost or delayed.

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🐛 Guest portal SMS now delivered to UK mobile numbers

• UK mobile carriers (EE, O2, Vodafone, Three) block SMS traffic sent from US phone numbers, causing every guest portal message to a +44 number to fail without any visible error.
• Messages to UK numbers are now sent through a dedicated alphanumeric sender recognised by British carriers, restoring reliable delivery.

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🐛 Reception staff no longer left on hold when caller hangs up during transfer

• Previously, if a caller hung up mid-transfer — while the system was still playing the summary to reception — the reception phone would end up alone in a phantom call, stuck on hold music for up to two minutes until staff manually hung up.
• Reception lines caught in this state are now detected and terminated within seconds of the caller disconnecting, so staff are never left waiting on a dead transfer.

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🐛 Voice usage counter now excludes WhatsApp conversations correctly

• WhatsApp conversations were occasionally counted as voice minutes in the usage badge, causing the displayed total to appear far higher than actual consumption.
• The fix aligns the billing counter with the same logic the dashboard stats cards already used, so both figures are drawn from a single consistent source.
• No charges were ever affected — only the on-screen minute counter was incorrect.

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🐛 Media sent from WhatsApp Business app now shows in your inbox

• Previously, messages your staff sent directly from the WhatsApp Business app on their phone arrived in the inbox with just a caption — the media itself showed as unavailable.
• Photos now display inline, audio and voice notes have a playback bar, videos are watchable directly, PDFs open as a link, and stickers appear as images — exactly as guests see them.

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🐛 Krossbooking bookings no longer fail after the agent confirms availability

• On properties with many room groups, a secondary availability check run during booking creation was missing its zone context — causing rooms the agent had just confirmed to silently drop out of the results and the booking to be rejected.
• Under heavy call volume, multiple simultaneous sessions could each attempt a fresh login and interfere with one another — one session now takes the lead and the others reuse the result, eliminating redundant challenges.
• Reservations scoped to a specific property are now tagged correctly, so no booking is silently discarded during an agent lookup.
• Sessions warm up in the background when the service starts, so the first caller of the day is not the one who pays the login cost.

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🐛 Stale WhatsApp conversations no longer flip back to AI unexpectedly

• When the 24-hour window for replying to a guest on WhatsApp had already closed, the AI was silently reclaiming conversations from your operators and then failing to send any message — leaving the conversation in a broken state.
• Those conversations now stay in your team’s queue exactly as assigned, with no unwanted ownership changes or background errors.

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🐛 WhatsApp language detection now works from the very first message

• When a new WhatsApp conversation starts, the agent immediately detects the guest’s language before composing its first reply — so a guest who writes ‘Hi, what’s the check-in time?’ receives an English response, not an Italian one.
• Previously, language detection ran in the background and wasn’t ready in time for the first message, causing the agent to default to the property’s language regardless of what the guest had written.
• From the second message onward the detected language is already saved, so there is no overhead at all on subsequent turns.
• Supported languages remain: Italian, English, French, German, Spanish, Dutch, and Portuguese — any other locale falls back to English.

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🐛 WhatsApp hours tab no longer appears for properties without WhatsApp

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🐛 Conversation trend chart now shows all days in the selected period

• A recent improvement to how conversations are fetched accidentally capped the data at 100 records — older days in a 7- or 30-day window were silently cut off, leaving their bars empty.
• The chart now retrieves the full window of data it needs, so every day in the selected period displays the correct call count.
• Properties with more than 1 000 calls in a 7- or 30-day window were most visibly affected — the chart total now matches the call counter at the top of the page.

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✨ AI auto-resumes WhatsApp chats after operator silence

• Choose how long the AI waits before resuming — 15, 30, 60, or 120 minutes — or leave it on ‘Never’ to keep human control sticky forever (the default).
• A confirmation prompt appears the first time you switch away from ‘Never’, so the change is always intentional.
• The setting is disabled when WhatsApp automation is turned off for your property.
• Contact [email protected] to enable it for your property.

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🚀 Conversations load faster and search your full call history

• The page previously fetched your entire call history at once — it now loads 25 conversations at a time, cutting the initial payload by up to 97% and making the first paint near-instant.
• Searching by conversation title now queries your complete history, so calls that previously fell beyond the first 1 000 records are no longer silently missing from results.
• A short typing hint lets you know when to add one more character before the search runs, avoiding unnecessary loading states.