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The Voice channel is Ecco’s phone assistant: the AI answers incoming calls, transfers guests to your team when needed, and records each conversation.

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Getting connected

Ecco gives you a phone number during onboarding. You can also keep your existing business number and forward calls to Ecco.

Use your existing number

Follow the guide to set up Groundwire and call forwarding.

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Calls in Conversations

Calls appear in Conversations together with WhatsApp and OTA. Set the Channel filter to Voice to see calls only. See Conversations for views, filters, and handled status.

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Review a call

Select a call to open:

Recording and transcript

Play the recording and read the transcript. Select a line of the transcript to jump to that moment in the audio. Use Copy transcript to paste it elsewhere.

Summary and details

Read the AI summary and the call details. SMS messages Ecco sent during the call appear at the point they were sent, marked SMS sent or SMS not sent.
Select Translate on a line to read it in your dashboard language.

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Share the audio

Select Share audio, enter an email address or phone number, and choose Send link to recipient. The recipient gets a link to the recording that expires after 24 hours.

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Separate view

With Separate views selected in Configuration → Conversations, the Voice tab shows calls in a table with their title, category, date and time, property, duration, and handled state. Search by text or phone number, filter by All, To handle, or Handled, and use Previous and Next to move between pages. The status control beside each call marks it as handled without opening it.

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Configure the phone assistant

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Name, voice, and greeting

Open Configuration → Personalize to set the property name, voice, primary language, and initial greeting. See Settings for the voice catalog. Add {{timeGreeting}} to the greeting to greet callers according to your local time:
  • 05:00–11:59: morning greeting
  • 12:00–17:59: afternoon greeting
  • 18:00–04:59: evening greeting
Ecco says the time-based greeting in the caller’s language. For example: Hotel Aurora, {{timeGreeting}}. How can I help you?

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Activity hours

Open Configuration → Activity hours → Voice.
1

Set the time zone

Choose your property’s time zone so the schedule follows your local time.
2

Build the weekly schedule

Add one or more time blocks for each day when the AI answers calls.
3

Add exceptions

For holidays, closures, or special days, add a date exception: AI off all day, AI always active 24h, or Custom schedule.

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On-duty operators

Under On-duty operators, add the people who receive transferred calls.
  • Select Add operator and enter a phone number, or choose SIP and select Generate SIP credentials to receive calls in a VoIP app such as Groundwire.
  • Select Add external SIP to send transfers to your switchboard.
  • Set each operator’s coverage hours. The timeline highlights gaps and overlaps.
  • Choose a Fallback if unanswered to call someone else when the first operator does not answer.
  • Organize operators into departments, such as Reservations or Restaurant. See Departments.

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Transfer availability

Under Transfer availability, choose which requests can reach your team. For each time slot, set a Transfer rule:
  • All transfers
  • Medium, high, emergencies
  • High/emergencies only
Outside the slots, the Default rule outside slots applies: Block all, Block low only, or Allow high and emergency. Write the Phrase when transfer is not possible. Ecco says it in the caller’s language when it cannot transfer the call.
The AI keeps answering calls when transfers are closed, for example overnight when reception is unattended.

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Common questions

Very short calls, and calls interrupted before the audio connected, may have no recording. They show Audio unavailable.
Yes. Follow Use your existing number to set up call forwarding.
Ecco successfully handed the call to one of your operators. Unsuccessful transfer attempts do not get this label.
Yes. Add their numbers in Configuration → AI Behavior. See AI-excluded numbers.