Lodgestory Voice (Overview)

Turn your phone number into a guest channel, not a missed call.

TL;DR

What it is — a full voice platform for hospitality: inbound phone numbers with voice menus, call queues, agent routing, recording, voicemail, and outbound campaigns.

Who it's for — properties and groups that want to answer every call, route it to the right person, and have every conversation attached to the guest record in the CRM.

Top outcome — every ring reaches a human (or an AI agent) within a few seconds, every call is recorded, and every missed call becomes a voicemail that lands in a triaged inbox.

At a glance


Plan tiers	Included with Lodgestory CRM on Growth and above; Enterprise adds higher call volume and multi-region deployment.
Who uses it	Front-desk agents, sales agents, support agents, managers, and (optionally) AI voice agents.
Channels	Inbound + outbound PSTN calls via your preferred telephony provider.
Integrations	Lodgestory CRM (every call attaches to a contact), Content Studio (no direct tie), your telephony provider of choice.
Top limits	Plan-gated on concurrent calls, total monthly minutes, recording storage retention, and outbound campaign volume.
API	Partner access on request.

How to get there

In the CRM: any call-related action sits inside the CRM — the Calls workspace module (call history + click-to-call) and the Settings → Calling area (admin setup).

Direct URL: https://app.lodgestory.com/crm/calls for the agent view.

Prerequisite products: a Lodgestory CRM account and a connected telephony provider.

📸 [SCREENSHOT: voice-landing.png — Calls workspace with history list and softphone button]

What is Lodgestory Voice?

The problem it solves

Phone calls are the highest-intent signal a hospitality business gets — and the easiest one to miss. A call rings on a desk phone that nobody's sitting at. A mobile goes to voicemail because housekeeping is on the other line. The front desk sees three missed calls at checkout and has no idea which guest was calling about what. The telephony system and the CRM don't talk to each other; callers have to introduce themselves every time; and when a call is finally picked up there's no record of the prior WhatsApp thread.

Lodgestory Voice solves this by treating calls as another channel in the same inbox your team already lives in. An inbound call rings your agents inside the CRM (browser-based softphone, optionally their mobile as well). Before they pick up, they see the caller's history — every past call, every chat, every ticket. After the call, the recording and a timeline event are attached to the contact, alongside every other conversation.

What you get

Inbound phone numbers routed via voice menus, business-hours rules, and departments.
Agent softphone in the browser — no desk phone required. Mobile Follow-Me routes to a personal phone when the agent's away from the laptop.
Call queues with multiple routing strategies — longest idle, round-robin, ring all, top down.
Voice menus (IVR) — greet the caller, capture key presses, route based on choices.
Voicemail boxes — after-hours and overflow capture; voicemails land in a triaged inbox with play + mark-listened + delete.
Full-call recording — every connected call recorded by default, retrievable from the caller's contact timeline.
Outbound campaigns — bulk dialer for sales or notification runs, respecting do-not-call lists and business hours.
AI voice agents — optional AI that answers and handles routine calls in a voice you choose.
Call controls for supervisors — monitor, whisper, barge, transfer.

How it's different

Fully integrated with the CRM. Caller identity, prior chats, prior tickets, and the call itself all attach to one contact record.
Any telephony provider works. Lodgestory Voice is provider-agnostic. Bring your existing Tata Tele, SignalWire, or Airtel MSIP contract — or use Lodgestory's first-party voice.
India-ready. DoT-compliant headers, locally hosted voice nodes, and E.164 normalization are handled automatically when using supported Indian providers.
Multi-region. US tenants land on US voice nodes; India tenants on India nodes. Voicemails, recordings, and media stay in-region.
Designed for hospitality workflows. Front-desk, sales, and ops departments with tiered routing; time-of-day rules for after-hours voicemail; sticky-agent caching so repeat callers talk to the same person.

Customer scenarios

A prospect calls the main number at 3 PM. Voice menu asks "Sales or Support?"; sales queue rings 3 agents; the longest-idle agent picks up; their CRM inbox opens the caller's prior chat history before the call connects.
After hours, a guest leaves a voicemail. Audio is captured, transcribed timestamps are stored, and the voicemail appears in the mailbox inbox the next morning with the caller's number, duration, and play button.
Sales launches a 500-lead outbound campaign. The dialer paces calls based on concurrent capacity, skips do-not-call contacts, and connects answered calls to available agents.
A manager listens in on a training call. The manager monitors silently, whispers coaching to the agent, and barges in if needed — no notice to the caller.

How it fits with the rest of Lodgestory

Lodgestory CRM — every call attaches to a contact. The agent softphone is a button inside the CRM inbox. The Calls workspace shows a unified call history.
Content Studio — no direct integration today, but a published blog that drives a lead call arrives at the same CRM inbox as the blog-generated chat.

Core concepts

Term	What it means
Phone number	A number you own (via your telephony provider) that inbound calls arrive on. Each number has a routing rule.
Routing type	What the number does when a call arrives: ring a specific agent, a department queue, a voice menu, a voicemail, a time-based condition, or an AI agent.
Voice menu (IVR)	"Press 1 for sales, 2 for support" — a tree of prompts and user choices.
Department	A queue of agents with a routing strategy. Calls sit here until an agent is free.
Agent	A team member who answers calls. Each has an extension, a softphone login, and optionally a Follow-Me mobile number.
Softphone	The in-browser phone — agents log in, calls ring in the browser, audio uses the computer's mic and speakers.
Follow-Me	A personal mobile number the system rings in parallel with the browser softphone. Whichever answers first takes the call.
Voicemail box	A mailbox for after-hours or overflow. Greetings can be recorded audio or text-to-speech.
Recording	Every connected call is recorded automatically; retrieval is per-call from the contact's timeline.
Outbound campaign	A bulk dialer run with a contact list, dial strategy, and pacing.
Sticky agent	When the same caller comes back, Lodgestory tries to connect them to the same agent who last answered.
Time condition	A schedule (business hours, holidays) that changes routing based on the current time.

Quick Start — ring your first call in 5 minutes

Step 1 — Connect your telephony provider

Settings → Calling → + Add Account. Enter your provider's credentials. Provider options include Tata Tele, Lodgestory Voice (first-party), SignalWire, or Airtel MSIP.

📸 [SCREENSHOT: vh-qs-1-connect.png]

Step 2 — Provision an agent

Settings → Calling → Agents → + Add. Choose an extension (e.g., 1001), optional Follow-Me number.

📸 [SCREENSHOT: vh-qs-2-agent.png]

Step 3 — Assign a phone number

Settings → Calling → Numbers. Pick a number, set routing type to Direct Agent, select your agent.

📸 [SCREENSHOT: vh-qs-3-number.png]

Step 4 — Log in the softphone

The agent opens the CRM → Calls workspace → the softphone auto-registers. You'll see "Available" in the status indicator.

📸 [SCREENSHOT: vh-qs-4-softphone.png]

Step 5 — Call the number

Ring the number from your phone. The agent's browser softphone rings. Pick up.

📸 [SCREENSHOT: vh-qs-5-ringing.png]

Step 6 — Listen to the recording

After hanging up, open the Calls workspace. The call appears; click the play button on the recording.

📸 [SCREENSHOT: vh-qs-6-recording.png]

How it works

Inbound calls arrive at Lodgestory via your telephony provider.
Each number has a rule: ring an agent, ring a department queue, play a voice menu, drop to voicemail, or hand off to an AI agent.
When an agent's chosen to take the call, their browser softphone rings. If they have Follow-Me enabled, their mobile rings at the same time.
The call connects, both sides are recorded, and a call log is created against the caller's contact.
On hangup, the recording is attached to the contact timeline and any relevant conversation.
For outbound calls, the agent clicks "Call" on a contact and the system dials out using a chosen caller ID.

The call routing engine, recording, and agent-state tracking are managed by Lodgestory — you configure the rules in the admin, then focus on the conversation.

Modules inside Lodgestory Voice

Departments — queues of agents with ring strategies.
Voice Menus (IVR) — tree-structured greetings and routing.
Agents — provisioning, softphone login, Follow-Me, and state.
Outbound Campaigns — bulk dialer with pacing and do-not-call.
Telephony Providers — connect Tata Tele, SignalWire, Airtel MSIP, or Lodgestory Voice first-party.
Call Recording & Voicemail — recording storage, retrieval, and voicemail mailboxes.

Cross-product workflows

A. Prospect calls → handoff → booked

Inbound call → voice menu → Sales department → agent picks up → agent sees caller's prior WhatsApp chats → books the stay → call ends → recording and ticket attach to the contact → WhatsApp confirmation template sent automatically.

B. After-hours voicemail → morning triage → follow-up

Call after hours → voice menu → voicemail box → audio captured → next morning, agent opens the voicemail inbox → plays each message → marks relevant ones as tickets → returns calls with a single click from the CRM.

C. Outbound campaign → connected → next-best-action

Marketing starts an outbound campaign → 500 leads queued → dialer paces calls within compliance hours → answered calls are connected to available agents → unanswered leads get a WhatsApp fall-back message via a Campaign in the CRM.

Roles & pricing

Role	Can do
Account Owner	Everything including billing and provider credentials.
Admin	Provision agents, numbers, voice menus, departments, and voicemail boxes.
User (agent)	Take calls, place outbound calls, listen to recordings they were on, see voicemails routed to their team.

Plan tier determines concurrent-call limits and monthly minute allowances.

Getting started

Decide your telephony provider (Tata Tele is the fastest in India; SignalWire in the US).
Connect the provider credentials in Settings → Calling.
Provision one agent and assign one phone number.
Run a test inbound call.
Set up a single voice menu for your main number (Press 1 for sales, 2 for support).
Add voicemail boxes for after-hours overflow.

What's new

Apr 2026 — First-party Lodgestory Voice now available in US and India with multi-region failover.
Mar 2026 — Airtel MSIP DoT-compliant integration with automatic header handling.
Feb 2026 — Outbound campaigns with per-tenant do-not-call registry.
Jan 2026 — AI voice agents with custom tools.

Help & related products

Lodgestory CRM — the CRM that hosts the agent inbox and contact timelines.
Content Studio — published blogs that drive inbound calls.
Support — email [email protected].