After-hours and overflow call handling
Let Rezi answer when you can’t, nights, weekends, or when you’re already on the line.
Most guest calls come at the worst times, evenings and weekends. Rezi answers every call instantly so nothing goes to voicemail.
The timing isn’t bad luck, it’s structural. Guests arrive Friday night; travelers browse and call about listings on Sunday afternoons; a guest notices a dripping faucet after dinner. The call volume of hosting is concentrated precisely in the hours you’d most like to protect, which is why “I’ll just answer my phone” stops scaling once you’re running more than a property or two. The fix isn’t discipline, it’s coverage.
Common setups
- Always-on: Rezi answers every call. Best for short-term rentals and small teams.
- Overflow: calls ring you first and fall back to Rezi if you don’t pick up.
- After-hours only: you take calls during office hours; Rezi covers nights and weekends.
Choosing between them
Always-on is the simplest and what most operators land on: every call answered identically, instantly, and you engage only with what escalates. It’s especially right for short-term rentals, where calls cluster around arrivals, and for anyone whose goal is getting their phone back entirely.
Overflow suits operators who like taking calls when they’re free but refuse to be hostage to them. You answer when you can; when you’re busy, driving, or it’s dinner, the call falls to Rezi after a few rings instead of voicemail. Callers never know the difference, someone competent picked up either way.
After-hours only fits hosts who answer during the day themselves: you during business hours, Rezi nights, weekends, and holidays. Configure your business hours and the handoff happens automatically on schedule. The practical effect is a line that never goes unanswered, handled by you when you are around.
Emergencies still reach you
No matter the schedule, calls that trip your emergency keywords escalate to your on-call contact right away.
What an after-hours call looks like
A guest calls at 11pm about a noisy neighbor: Rezi answers, takes the details, logs the complaint, and tells them the host will follow up tomorrow, no one’s sleep interrupted, nothing lost. A traveler calls at 9pm: answered, dates checked, pointed to your booking link. A guest calls at midnight, locked out: that trips your emergency handling, and your on-call phone rings with context attached. The morning after, every call is waiting in the Interactions view with a transcript, so “catching up” takes minutes.
Do callers know they’ve reached an AI instead of the office?
Can weekends behave differently from weekdays?
What if I miss the overflow window and the call was important?
Does after-hours handling cost extra?
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