Human-in-the-loop
When the AI sends automatically, when it escalates, and when you review.
PingTeo is designed so you stay in control. The AI can send replies automatically for routine questions, but sensitive or uncertain cases are handed to you.
Automatic send
When auto-send is on and the AI is confident:
- The reply is sent to the guest via Beds24 without your action.
- The message appears in Messages so you can see what was sent.
- Typical cases: check-in time, WiFi, local tips, simple acknowledgments.
Pending review
The AI may mark a reply for review when:
- Confidence is below a threshold, or
- You’ve turned on “review before send” for that property.
In that case the reply is not sent until you approve or edit it in Messages. You can then send it as-is or change it.
Escalation
Some intents are always escalated (no AI reply is sent). Examples:
- Refund or cancellation requests
- Complaints or issues
- Booking modifications
You’ll be notified (e.g. by email) and can reply yourself from the dashboard. You can configure which intents trigger escalation in AI Config → Escalation.
Where to see it
- Messages — All conversations; filter by property, and see which messages were sent by the AI, pending review, or escalated.
- Analytics — Metrics on AI reply rate, escalations, and messages needing review.
Next: Connect Beds24 — Link your Beds24 account with an invite code.