Changelog

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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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🚀 More control when editing WhatsApp and email message templates

• When editing a WhatsApp template, ‘Save’ and ‘Send to WhatsApp’ are now two separate actions — you can save your draft at any point without immediately resubmitting it to Meta for approval.
• ‘Send to WhatsApp’ only becomes available once your draft is saved, so the exact version you reviewed is what Meta sees — no risk of submitting unsaved changes.
• Apartment-group variants — which let you tailor message content per room type or unit group — can now be added directly from the email tab, not just the WhatsApp tab. A group created in either tab appears across both channels automatically.
• Contact [email protected] to enable multi-channel scheduled messaging for your property.

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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.

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🐛 Plateform menu fetch no longer times out or crashes

• Plateform’s menu page keeps background activity running after it has fully loaded — the agent previously waited for complete silence and timed out. It now reads the page as soon as the content is ready.
• When a menu hasn’t been published yet, the agent recognises Plateform’s ‘menu unavailable’ state and tells callers accordingly — no crash, no silent failure.

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🚀 Large-party reservations now booked directly by the voice agent

• The platform combines tables automatically to accommodate large parties, so the agent now creates the reservation directly rather than escalating to a human.
• Calls from large groups no longer end with a logged note and a callback promise — guests get a confirmed booking before they hang up.
• Events, private rooms, and special occasions (birthdays, themed evenings, etc.) still transfer to your team, since those genuinely need personal coordination.

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🐛 CiaoBooking multi-bed cabin lookup now works correctly

• CiaoBooking stores multi-bed cabins as ‘112 - A’, ‘112 - B’, etc., but callers naturally say ‘cabin 112’ — the agent previously found nothing because the stored value never matched exactly.
• The lookup now recognises that ‘112’ refers to any bed in cabin 112, so the correct reservation is returned without the guest needing to know their bed letter.
• A guard ensures that a short number like ‘11’ cannot accidentally match a different cabin such as ‘112 - B’ — precision is preserved.
• Earlier fixes in this release also resolved OTA code matching (Booking.com, Airbnb), email exact-match, and phone-number fallback — CiaoBooking reservation lookup is now reliable across all search methods.

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🐛 Guest names with voice-recognition typos now match correctly

• Speech recognition occasionally transcribes names with a small error (e.g. an extra letter or a transposition) — the agent previously rejected the reservation outright rather than recognising the near-match.
• A smarter name-matching approach now tolerates these small differences, so a caller’s booking is found even when the transcription is slightly off.
• When the caller’s phone number has already narrowed the search to one guest, an even more lenient match is applied — reducing false negatives further.

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🐛 Voice agent handles modify and cancel for third-party bookings

• When a caller booked through an external channel not synced to your reservation system, the agent previously looped on a failed lookup and offered no useful outcome — it now identifies the booking channel upfront and logs a service note for your team to follow up.
• If a reservation still cannot be found after the initial search, the agent now retries using the caller’s phone number before gracefully logging a note — so no request is ever lost.
• Single-word names (e.g. a surname only) no longer cause the agent to stall — it now asks for the full name before attempting any lookup.

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🐛 WhatsApp conversations no longer counted as voice minutes

• WhatsApp conversations travel through the same voice infrastructure as phone calls, which caused them to be counted twice: once on the WhatsApp meter and once on the voice-minutes meter.
• The dashboard ‘minutes used’ figure was inflated for any property with WhatsApp active — it now reflects only genuine phone call minutes.
• Any voice-minutes charges incorrectly attributed to WhatsApp conversations during the affected period are being reviewed and corrected.

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🐛 Booking-engine links now send reliably via SMS

• Some booking engines respond slowly on cold cache, causing Ecco to mistakenly flag a perfectly valid URL as broken and refuse to send the SMS — leaving callers without a link.
• The URL check now allows up to 8 seconds for the booking engine to respond, comfortably covering both warm and cold-cache conditions while still blocking genuinely broken or fake URLs.

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🐛 Shared call recording links now load correctly

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🐛 WhatsApp handover stays paused until you manually re-enable AI

• Previously, if a guest replied after an operator message, the AI would automatically take back the conversation — even when the guest had explicitly asked to speak with a human.
• The AI now stays paused regardless of the reason for handover: manual takeover, escalation request, media message, or AI unavailability.
• To bring the AI back into a conversation, simply click the AI toggle in the chat — no surprises.

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🐛 Krossbooking now finds Booking.com reservations with dashes or spaces

• Booking.com codes are stored in Krossbooking without separators, but callers often read them out with dashes (e.g. 621-0388-193) or copy-paste them with spaces — Ecco now normalises these automatically before searching.
• The fix applies only to the 10-digit Booking.com code format; codes from other channels such as Airbnb remain validated strictly to avoid any risk of a wrong-booking match.

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🐛 Krossbooking sessions stay logged in for up to 30 days

• Previously, each service restart caused Ecco to re-authenticate with Krossbooking from scratch, firing off a verification email every time and adding up to 15 seconds of extra delay on the first request.
• Ecco now marks its device as trusted during the verification step — matching the ‘trust this device for 30 days’ option available in the Krossbooking web interface — so restarts no longer trigger a fresh code.

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🐛 Cleaner after-hours handling and accurate guest phone logging

• When a caller’s phone number wasn’t detected, a placeholder instruction string was being saved into service notes and booking lookups instead of a real number — staff would see garbled text in the phone field. The agent now leaves the field blank and politely asks the caller for their number instead.
• The agent is now aware of your current reception status at the moment of each call, so it no longer offers to transfer a caller to the front desk when reception is closed — preventing the awkward moment where the transfer fails and the agent has to walk back its own promise.
• After-hours voice messages are now spoken in the guest’s language. Previously, the recorded message was Italian-only and would be read aloud in Italian even during English, French, German, or Spanish conversations.

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🐛 Agent no longer blocks check-in links over a pending payment

• Previously, a guest who pre-paid through an OTA would have their payment step marked as incomplete in the guest portal — causing the agent to read this as ‘payment still owed’ and refuse to share check-in links.
• The agent now correctly treats check-in steps (ID scan and regulatory steps) as the only gate for sharing access links — payment is tracked separately and never blocks link delivery.

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🐛 WhatsApp voice notes no longer freeze the conversation

• Previously, a guest voice note could put the WhatsApp agent into audio-reply mode, which caused it to stall indefinitely and eventually kill the conversation with no response delivered.
• Voice notes are still fully transcribed — the guest’s spoken message is understood and answered correctly, just in text rather than audio.

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🐛 Agent recovers cleanly after a connection drop mid-turn

• When the agent ran a server-side task (such as checking a booking), the conversation timer was not being reset — meaning a slow lookup could cause the agent’s reply to be silently dropped.
• The agent now correctly keeps the turn alive for the full duration of any background task, so no response is lost regardless of how long the lookup takes.
• If a turn times out or the underlying connection dies unexpectedly, the agent now closes that connection and opens a fresh one for the next message — preventing a silent 60-second stall that could kill the conversation entirely.

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🐛 Warmer, more natural tone in WhatsApp replies

• WhatsApp messages are read, not heard — without vocal warmth, a low-temperature setting produced replies that felt stiff and impersonal in writing.
• The WhatsApp agent now uses a slightly higher response temperature than the voice agent, producing text that reads naturally while the voice agent’s own behaviour stays unchanged.

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🐛 WhatsApp agent now correctly escalates to a human on request

• Previously, a guest writing something like ‘I want to speak to a human’ would receive a verbal acknowledgement from the agent — but no actual handoff was triggered, leaving the conversation stuck with the AI and no staff member alerted.
• The WhatsApp agent’s instructions now always include an explicit rule to immediately escalate when a guest directly requests a person, regardless of any other instructions in the voice prompt.
• Any newly set-up or re-derived WhatsApp agent will have this rule applied automatically.

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🐛 Service notes no longer lost during backend slowdowns

• Previously, if an internal service took too long to respond, a service note could be silently dropped — never saved and never emailed.
• The system now retries automatically and, if the lookup still fails, falls back to a safe delivery address so the note always reaches staff.
• Multiple service notes in quick succession are handled more efficiently, reducing load during any system strain.

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🚀 Smarter after-hours call transfers with urgency filtering

• During reception hours the agent transfers all calls as normal.
• Outside reception hours, only high-urgency and emergency requests are put through — routine and medium-priority requests are handled by leaving a staff note instead.
• Contact [email protected] to enable a custom after-hours transfer schedule for your property.

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🐛 Accurate day of the week across voice and WhatsApp

• The voice agent was deriving the day of the week from a date and getting it wrong — for example saying ‘Saturday’ for a date that was actually a Friday.
• The day, time, and date are now resolved server-side in the correct timezone and passed directly to the voice agent — the same approach already applied to WhatsApp.
• Both channels now share the same date and time logic, so guests always hear or read the right day regardless of which channel they use.
• Contact [email protected] to enable it for your property.

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🚀 WhatsApp prompt stays in sync when you edit your voice settings

• Previously, editing your voice prompt could cause the WhatsApp agent to drift out of alignment, leading to inconsistent behaviour across channels.
• A background process now checks for any divergence regularly and updates the WhatsApp agent’s prompt to match — keeping both channels consistent automatically.
• If the WhatsApp agent is ever accidentally removed, it is recreated and reconnected without any action required on your part.

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🚀 WhatsApp replies are now faster and never lose messages

• Previously, a fixed wait window was used to decide when the agent had finished speaking — too short, and follow-up messages were lost; too long, and replies felt slow.
• The agent now signals completion precisely when it is done, even after a lengthy background lookup, so both the speed and the reliability of multi-message replies are improved.
• Short back-and-forth exchanges still resolve quickly — typically within a few seconds of the last reply.

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✨ Filter dashboard charts by channel: calls or WhatsApp

• Choose between All, Calls, or WhatsApp to filter the trend chart, tags breakdown, booking stats, and all other charts on the dashboard in one click.
• The bookings counter now shows a per-channel split (e.g. ‘12 Calls · 8 WhatsApp’) when viewing all activity together.
• Phone and WhatsApp session counts are now fully accurate across all views — including charts that previously counted every session as a phone call.

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🐛 Voice call escalation fix now safely covers all properties

• Properties with both voice and WhatsApp active get the correct call-transfer behaviour — when a guest asks for a person, the agent always uses the phone hand-off, not a chat-based route.
• Properties using voice only are completely unaffected — their calls work exactly as before, with no changes to how escalations are handled.
• If a background check takes too long or returns an error, the agent falls back gracefully so no call is ever dropped or rejected.

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🚀 Smoother WhatsApp connection setup

• The setup wizard no longer asks you to tick through a list of requirements before proceeding — you now go straight from choosing a mode to connecting your number.
• The WhatsApp connection card in the integrations tab now has the same hover highlight as the other available connection cards, so the interface looks and feels consistent.

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🐛 WhatsApp onboarding auto-setup now completes reliably

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✨ Multiple time slots per day for call forwarding operators

• Set as many time windows as needed for each operator on any day of the week.
• Calls that fall in a gap between slots are correctly treated as out-of-hours, so no guest ever reaches an unattended line.
• Existing operator schedules continue to work exactly as before — no action needed on your end.

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🐛 Cleaner WhatsApp pronunciation in Italian

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✨ Caller’s number now visible to reception staff on transfer

• Reception staff see who is calling before they pick up, making it easier to greet guests by name or look up their reservation.
• If the caller’s number cannot be passed through for any reason, the call still connects normally — no disruption to the guest.
• Contact [email protected] to enable it for your property.

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🐛 Transfer unavailable message no longer plays twice

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✨ Post-call email notifications for your property

• Each email includes a transcript summary of the call so your team stays informed without listening to recordings.
• A direct link in the email takes you straight to the full call log in the dashboard.
• Enable the feature and set recipient addresses from the hotel settings panel — no duplicate emails are sent if a call is delivered more than once.
• Contact [email protected] to enable it for your property.

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🐛 Stricter guest matching prevents wrong booking being read out

• Names that sound or look vaguely similar no longer produce a false match — the threshold for accepting a fuzzy name is now significantly stricter.
• Check-in date must fall within a one-day window of what was asked, eliminating matches from unrelated stays.
• For multi-property setups, the agent now knows — and states — which property a booking belongs to, catching cases where a guest or caller names the wrong one.

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🐛 Krossbooking room availability now recovers from slow responses

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🐛 Zone-based availability now returns the full catalogue on Krossbooking

• When a guest asks about rooms in a particular part of your property — such as a seafront wing, a garden annex, or a specific building — Ecco now searches availability within that zone only, rather than returning every available unit.
• On Krossbooking properties that organise listings into native groups, Ecco now queries every relevant group in parallel and merges the results — preventing a platform-level filter from silently hiding the vast majority of your catalogue and causing false ‘no availability’ responses.
• Zones are fully configurable per property, with support for names, labels, and common aliases so Ecco understands guests even when they describe an area colloquially.
• Contact [email protected] to enable it for your property.

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🐛 Krossbooking guest lookup improvements

• When a guest calls saying they have a booking but cannot get in, Ecco now checks the last 14 days of reservations first — rather than surfacing older historical ones that are less likely to be relevant.
• If the most recent reservation in that window was cancelled, Ecco now recognises this and describes it in plain language — for example, “I can see a cancelled reservation for today” — instead of dictating a long confirmation number aloud.
• When a guest quotes a Booking.com or Airbnb confirmation code, Ecco now recognises that format and locates the correct reservation in Krossbooking instantly — no need to ask for an alternative reference.

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🐛 Phone numbers with country code no longer get double-prefixed

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🐛 CiaoBooking guest lookups now work across all properties and OTA bookings

• Foreign surnames that Italian speakers pronounce differently — such as Schmidt sounding like Smith, or ph becoming f — are now matched correctly instead of failing the lookup.
• Short first names like Bruno or Maria are no longer confused with similar but longer surnames (Brunetti, Mariotti), reducing false matches.
• Matching now adapts to name length, applying a tighter standard for longer names and a more forgiving one for short surnames where small variations are expected.
• For properties with multiple units on CiaoBooking, Ecco now searches every property in your account — not just the primary one — and correctly identifies guests whose reservation came through an OTA such as Booking.com or Airbnb, even when only the guest’s surname is provided over the phone.

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🐛 SMS and call-log reliability improvements

• Ecco can now send SMS messages containing plain text — such as a callback note, an address, or your opening hours — without needing to include a link. Previously, any message without a URL was incorrectly blocked and Ecco would tell the caller it could not send the message.
• When logging a service note after a call, Ecco no longer needs an email address to complete the record. If no email was collected during the call, the log now indicates that clearly instead of inserting a fabricated placeholder address into the escalation notification.

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🐛 More reliable Krossbooking login when multiple properties are active

• When Krossbooking sends verification codes for multiple properties in quick succession, Ecco now tries every recent code in turn until it finds the right one for each property — preventing sign-in failures caused by picking up the wrong code.
• A rejected code leaves the correct one untouched, so no property loses access during the process.
• A rare timing edge case — where a verification code email was timestamped just before Ecco started looking — could cause that code to be silently skipped and never retried, leaving the property signed out. This is now resolved.

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🐛 Accurate Krossbooking pricing when cleaning fees apply

• When cleaning fees are included in the nightly rate, Ecco shows a clear total with a note confirming fees are already included.
• When cleaning fees are added separately at checkout, Ecco quotes a per-night starting price and routes to the full rate breakdown to avoid any mismatch with the final payment amount.
• The behaviour is configurable per property — contact [email protected] to align it with your Krossbooking setup.

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🐛 Krossbooking check-in links always sent, even without a booking tag

• When a connector response is missing the expected link, Ecco could previously construct and send a plausible-looking but invalid URL to the guest — this is now blocked before the message is ever dispatched.
• Only verified link patterns — such as Krossbooking guest portal links, payment pages, and house manual URLs — are permitted; anything else is rejected and Ecco recovers gracefully without alarming the caller.
• Apartment-level check-in instruction pages (shared templates that apply to all guests of a unit, not tied to a single reservation) are now recognised as valid links and delivered by SMS without being incorrectly blocked.
• The safeguard is active across all connected properties with no configuration needed.

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🐛 Krossbooking guest portal links always delivered when names overlap

• When a caller’s surname matched two or more active reservations, providing a check-in date was supposed to pinpoint the right one — but Ecco was still returning all matches and couldn’t safely retrieve the guest portal, check-in instructions, or house manual link.
• The connector now filters by check-in date as soon as more than one booking shares the same surname, reliably isolating the correct reservation and fetching the associated links.
• If the check-in date doesn’t match any of the overlapping bookings, Ecco falls back gracefully and asks the caller to clarify by other means rather than returning an empty result.

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🚀 Krossbooking priority apartments always visible to the agent

• Previously, priority apartments were surfaced by reordering the full availability list — a method that broke whenever the agent applied its own filters, causing preferred units to disappear from recommendations.
• Ecco now attaches a visible label to each priority apartment, so it can reliably flag them regardless of how the caller narrows their search.
• The label-based approach is more resilient: preferred apartments are never silently dropped even on the first availability check after a restart.

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✨ Connect Ecco to your existing phone system via SIP

• Properties with an existing PBX (such as Wildix or similar) can route Ecco calls straight to their internal extensions — no need to replace your current phone infrastructure.
• A new always-active option lets you keep the SIP connection live at all times, regardless of your configured schedules.
• Contact [email protected] to enable it for your property.

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✨ Payment SMS now includes your property name and stay details

• Instead of a generic message, the SMS now reads: ‘Almost there! Complete your booking at [your property] for [apartment], from [check-in] to [check-out]: [link]’.
• Supported in all five languages: Italian, English, German, French, and Spanish.
• If property details are temporarily unavailable, the SMS still goes out with the payment link so guests are never left without a way to complete their booking.

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🐛 Calls now reach the right apartment even with decorative symbols in the name

• Previously, a mismatch between the spoken apartment name and its stored label could silently send calls to the wrong destination.
• Ecco now matches apartment names regardless of decorative symbols, extra spaces, or capitalisation differences.

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✨ Full night-hours protection for restaurants

• Custom schedules per day of the week, including split late-night windows (e.g. weekday vs. weekend cut-offs).
• Every call — regardless of urgency — is gently stopped during the closed window, since no on-call staff is available.
• Guests are asked for their name, email, and request so the team can follow up promptly.
• Contact [email protected] to enable it for your venue.

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🐛 Krossbooking: correct reservation number read to guests

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🐛 Krossbooking reservations found even when first name differs

• Covers common mismatches such as nicknames vs. formal names and voice mishearings (e.g. Jack vs. John, Liz vs. Elizabeth).
• Short or ambiguous name queries are unaffected, keeping false matches to a minimum.

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🐛 Krossbooking guest lookup now works in any name order

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✨ Per-property after-hours call gate

• Configure per-day, per-shift schedules — from a single overnight window to complex split timetables.
• Choose between redirect mode (callers go to a WhatsApp or support contact in up to five languages) and take-note mode (Ecco logs caller details as a service note — no staff action needed).
• Emergency calls are never blocked, regardless of the hour.
• Contact [email protected] to enable it for your property.

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✨ Night-hours gate and more reliable call transfers

• Between 10 pm and 8 am, low-urgency requests are gently redirected to the property’s info email instead of disturbing staff.
• Calls placed over secure SIP lines now transfer correctly, with an automatic fallback to the standard phone network when needed.
• If all transfer attempts fail, callers are guided to a polite goodbye message rather than experiencing silence or an error.
• Each property’s call-routing rules are now fully isolated, preventing one venue’s settings from ever affecting another.

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🐛 Guest lookup no longer fails on distorted foreign surnames

• Foreign surnames that are hard to pronounce in Italian — such as Salikhov heard as Salikov — are now matched correctly.
• When a check-in date is available, Ecco narrows the search to nearby arrivals and uses flexible name matching to find the right guest.
• When no date is provided, Ecco automatically tries common sound-alike variations before giving up.

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✨ Krossbooking: caller ID by phone and guest-portal status

• Inbound callers are identified automatically from their phone number, no reservation number needed.
• The voice agent reads the booking status label (e.g. awaiting payment, checked in) directly from Krossbooking.
• Access-code disclosure is gated on the guest completing the online check-in and ID-upload steps in the Krossbooking guest portal.

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🔒 Patched environment variable exposure vulnerability

• A publicly disclosed CVE allowed certain HTTP requests to leak server environment variables, including integration credentials and database secrets.
• All affected deployments should rotate secrets such as Twilio, Quandoo, CoverManager, and database credentials as a follow-up step.

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🐛 Guest special requests now saved in CiaoBooking

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🐛 KrossBooking works with white-label custom domains

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🐛 Duplicate SMS and response delays on reservations fixed

• Eliminated duplicate SMS messages sent on reservation changes — the platform already handles guest notifications, so no double messages.
• Removed an unnecessary customer lookup step that was adding latency to every call with no benefit.

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🐛 Reservation availability and guest data collection fixed

• Fixed an availability lookup issue that was preventing any reservation from being completed at affected venues — all time slots were incorrectly showing as unavailable.
• The voice agent now requires a real email address and full first and last name before confirming a reservation, preventing placeholder details from being saved.
• Phone number handling has been improved to correctly capture a wider range of formats during the conversation.

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🐛 Smoother voice agent reservation calls

• The privacy disclosure is now read out once per call instead of being repeated.
• Guests are no longer asked for their email address unprompted — it is collected only when needed.
• The caller’s phone number is correctly recognised and used throughout the conversation.
• Pronunciation of key words is now properly stress-marked for clearer speech.

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🚀 Warmer, friendlier SMS and WhatsApp messages for guests

• Availability links are sent with a friendly greeting instead of a raw placeholder text.
• Post-booking payment links now open with a thank-you message, making the next step clear and inviting.
• Removed the internal branding footer from automated messages for a cleaner guest experience.

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✨ Introducing the Ecco changelog

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