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Details

The Welcome Call Scenario is designed for short-term rental (STR) operators using thinkrr’s Hostaway integration to deliver proactive, automated check-in experiences. Once configured, the AI Agent automatically places a post-arrival call to each guest using synced Hostaway data, ensuring that every visitor feels welcomed and supported. The call confirms the guest’s successful check-in, offers assistance, and reinforces key stay details. This hands-free workflow saves property managers hours per week while maintaining a personal, on-brand experience for every guest.

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Details

The Welcome Call Scenario is one of the two outbound projects automatically included with every property connected through Hostaway. Once your Hostaway account is integrated, each property in thinkrr comes preloaded with two default outbound scenarios — the Welcome Call and the NPS Survey. You can enable or disable these scenarios individually per property. When disabled, they remain inactive and will not trigger any outbound calls. The Welcome Call is designed to provide an automated, yet personal, guest experience immediately after check-in. Using real-time Hostaway data such as guest name, property details, and booking information, the AI Agent places a warm welcome call to confirm the guest’s arrival, ensure everything is working properly, and offer assistance if needed. This automation keeps your guest communication proactive, professional, and consistent across every stay — without requiring manual effort from your team.

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Key Features

  1. Purpose
    • Automate guest check-in follow-ups with personalized, on-brand calls.
    • Reduce manual outreach while maintaining a human touch.
    • Confirm smooth arrivals and proactively address guest needs.
    • Escalate issues to property managers instantly when needed.
  2. Customizable User Input Fields The Welcome Call Scenario includes a structured set of fields that define how the AI Agent greets guests, verifies their check-in, and handles any issues they mention. These fields mirror the configuration style of other outbound scenarios in thinkrr, making it straightforward to set up and manage across multiple properties. Each input field can include scripted lines or dynamic placeholders like {client_firstname}, {property_name}, and {representative_name}. This allows every call to feel natural and personalized while staying scalable across dozens of properties.

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Customizable User Input Fields

The Welcome Call Scenario uses three sections that mirror your app: Call Flow, Details, and Handling Objections and Next Steps. Below are the fields exactly as they appear, with concise explanations of what each is and what to put in. Call Flow
  • Property/Section – Select the property this scenario applies to (synced from Hostaway).
  • Manager Name – The manager’s name referenced in the dialogue.
  • Initial Greeting – The exact opening line the AI says to start the call.
  • Introduction – The short identification line the AI uses after the greeting.
  • Time of the Call – When the call should fire (24-hour HH:MM:SS, local property time).
  • Manager Title – The title the AI should use when referencing the manager.
Details
  • Host/Property Overview – High-level description and metadata (name, address, city, country, beds/baths, short summary).
  • Additional Details – Any extra operational notes you want the AI to know.
  • Personal Recommendations – Optional local tips the AI can mention.
Handling Objections and Next Steps
  • Issue Handling – Brief guidance for how the AI acknowledges and escalates problems.
  • Additional Contact Information – The closing line with how guests can reach support.

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Example Configuration

Call Flow
  • Property/Section
    63 Gabriel Peri
  • Manager Name
    Shanzay Hostaway
  • Initial Greeting
    Hi guest_first_name, I’m your Virtual Concierge calling on behalf of property_manager_name from property_name. I just wanted to make sure everything went smoothly with your check-in. Do you have a moment?
  • Introduction
    Hello, this is ai_agent_name. Am I speaking with guest_first_name?
  • Time of the Call
    20:00:00
  • Manager Title
    Property Manager
Details
  • Host/Property Overview
    Property Name: 63 Gabriel Peri
    Address: 67 Rue Gabriel Péri, 94200 Ivry-sur-Seine, France
    City: Ivry-sur-Seine
    Country: France
    Bedrooms: 5
    Bathrooms: 2
    Property Description: A great guesthouse perfect for travellers
  • Additional Details
    —
  • Personal Recommendations
    —
Handling Objections and Next Steps
  • Issue Handling
    Acknowledge the issue, apologize, and notify property_manager_name immediately for follow-up.
  • Additional Contact Information
    If you have any issues during your stay or need assistance, you can reach our 24/7 virtual assistance.

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FAQs & Troubleshooting

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General Questions

The call is automatically placed on the guest’s check-in day at 8 PM local time. You can adjust timing under the property’s Outbound tab.
Yes. All guest names, booking dates, and property details are synced directly from Hostaway.
Absolutely. You can edit any scripting or prompting fields — such as greeting, introduction, or issue handling — to reflect your tone and brand.

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Configuration

No. The Welcome Call relies on Hostaway data to retrieve guest contact and booking information.
Use the Save & Test Agent option in the Outbound tab to run a simulation and adjust your script as needed.
Yes. You can enable a follow-up text message through Post-Call Actions for guests who do not answer or to share additional details.

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Usage and Results

All call logs, recordings, and results appear under the Outbound tab and the property’s Activity Log in thinkrr.
Yes. When a guest reports an issue, the AI automatically triggers a Call Transfer or notification to representative_name or your chosen escalation contact.
For additional questions or guidance, try using our Virtual Support Agent!
Available 24/7 to help resolve most issues quickly at thinkrr.ai/support. If you still need assistance, visit help.thinkrr.ai and submit a Ticket or contact our team directly at hello@thinkrr.ai.