Escalation & review

PingTeo gives you control: some replies are sent automatically, others are held for review, and sensitive topics are escalated to you.

Automatic send

When auto-send is on and the AI is confident:

• The reply is sent to the guest without your action.
• You can still see it in Messages and edit future behavior via config.

Pending review

A reply is pending review when:

• The AI’s confidence is below the threshold, or
• You’ve turned on “Review before send” (or equivalent) for that property.

In Messages, open the conversation and you’ll see the suggested reply. You can approve (send as-is), edit then send, or discard and reply yourself.

Escalation

For certain intents, the AI does not send a reply. It notifies you so you can handle the conversation yourself. Typical escalated intents:

• Refund / cancellation — Money or booking cancellation.
• Complaint / issue — Problem with the stay or property.
• Booking modification — Date change, extra guests, etc.

You configure which intents to escalate in AI Config → Escalation (or similar). Escalated messages appear in Messages and you may get an email notification.

Where to see status

• Messages — Filter or badges for “Pending review” and “Escalated”; open the thread to approve, edit, or reply.
• Analytics — Counts of AI-sent, review, and escalated messages so you can tune confidence and escalation rules.

Next: Test AI responses — Try the AI with a sample message.