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Open Configuration in the sidebar and select a single property. Settings are organized into tabs:
Tabs you are not allowed to change appear dimmed. Your role decides what you can edit.

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Personalize

Set the Hotel name, Voice, Primary language, and Initial greeting (up to 500 characters). Voice and greeting appear once the phone channel is active.

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Choose a voice

1

Open the voice list

Voices are grouped into Female, Male, Deep voices, International, Expressive, and Other voices. Use the play button beside a voice to hear a sample.
2

Listen to your greeting

Select Listen to hear your current greeting in the selected voice.
3

Save

Save your changes. Ecco applies the best speech settings for that voice automatically.
Expressive voices sound more dynamic, and replies can take slightly longer.
If the greeting still mentions the previous voice’s name, Ecco reminds you to update it before saving.

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Change the primary language

When you change the primary language, Ecco asks Translate greeting?. Select Use translation to translate your greeting, or Change language only to keep it as it is. For time-based greetings with {{timeGreeting}}, see Voice.

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Activity hours

Each channel has its own tab: Voice, WhatsApp, and OTA.

Voice

Weekly schedule, exceptions, on-duty operators, and transfer availability.

WhatsApp

AI mode, notifications, escalation messages, and auto-resume.

OTA

AI mode, escalation messages, and auto-resume.

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Departments

Under Voice → On-duty operators, organize operators into departments, such as Reservations, Restaurant, or Administration. Operators without a department belong to Reception.
1

Add the department

Select Add department, enter its name, and confirm. Names must be unique.
2

Add operators

Select Add operator inside the department, or open an existing operator, choose the department, and save the operator.
3

Connect a procedure

Calls reach a department only through a published Voice procedure. Used in lists the procedures that transfer calls to it.
When you see No published Procedure transfers calls to this department, select Go to Procedures, add the transfer to the right procedure, and publish it. See Procedures.
Use Rename or Delete beside the department name. You can delete a department after moving or removing its operators. The Fallback if unanswered operator must belong to the same department as the main operator. An operator used as someone else’s fallback cannot change department until you remove that fallback.

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Conversations

Choose the Inbox mode for the whole team:
  • Unified inbox (recommended) — every channel in one queue. See Conversations.
  • Separate views — one tab per channel.
Under Apartment emails, choose who receives notification emails about an apartment’s conversations:

Hotel addresses and managers

Notifications always go to the hotel’s addresses and also to the apartment’s managers.

Managers only

Notifications go only to the apartment’s managers. If the apartment has no manager, they go to the hotel’s addresses.
A team member counts as a manager when Apartment email notifications is on in their access settings and their group covers the apartment. This applies to emails after calls, WhatsApp escalations, and OTA handovers.

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AI Behavior

Under AI-excluded numbers, add phone numbers the AI must never answer, on WhatsApp or by phone, such as your staff or suppliers. Select Add number, enter the phone number, an optional label, and a reason (Internal staff, Vendor, or Other), then Save. Changes take effect within a minute. Turn an exclusion off, or remove it, to let the AI answer that number again.

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Connections

The Connections tab shows the integrations Active on This Property and the New Connections you can add.
  • PMS — Ecco reads reservations and guest details from your property management system. Apaleo connects by signing in from its card; for the other systems, the Ecco team completes the connection with you.
  • Messaging — connect WhatsApp Business. See WhatsApp.
  • Room access — digital key and access systems, such as Keycafe or Vostio, appear among the active connections.

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Room assignment before issuing a card

With Apaleo and Vostio, Ecco can assign a room when a verified guest requests an access card and the reservation does not have one yet. Ecco selects only a room that is:
  • in the category booked by the guest;
  • marked Clean and ready for check-in;
  • unoccupied, active, and not under maintenance;
  • available for the guest’s entire stay.
If a staff member assigns a room at the same time, Ecco keeps that assignment. If no clean room is ready, Ecco transfers the request to your team; you can try again later. An assignment that cannot be confirmed is sent to staff for review, and no card is issued automatically.

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Email

Set your Sender domain and Email branding. See Email.

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Access control

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People & property access

Select Invite user and enter the person’s full name, email, role, and groups. To change someone’s access later, select Manage to open Manage access: update the role, the groups (which decide the apartments they see), Apartment email notifications, and whether the account is active.

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Roles & permissions

Open Roles & permissions and select a role to choose what it can see and do, for example:
  • view and reply to conversations, and assign them;
  • view, comment on, and manage tasks;
  • view and manage scheduled messages;
  • manage the knowledge base, settings, and connections;
  • invite users, manage roles, and view or manage billing.
System roles are fixed and cannot be edited.

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Groups

Use Groups to bundle apartments and assign them to team members together.