How PingTeo works

PingTeo sits between your property management system (Beds24) and your guests. Here’s the flow at a glance.

1. Data flows from Beds24

• Reservations — Bookings (check-in, check-out, guest details) are synced from Beds24 so PingTeo knows which stay each conversation belongs to.
• Messages — Guest and host messages are either pushed in real time via webhooks or pulled during a scheduled sync. Real-time webhooks are recommended so replies are fast.

2. Conversations are tied to reservations

Each conversation in PingTeo is linked to a reservation. The AI uses that context (guest name, dates, property, rules) to generate accurate, relevant replies.

3. AI generates a reply

When a new guest message arrives:

• PingTeo loads the AI agent config for that property (tone, rules, FAQ, documents).
• It builds the conversation context (recent messages, reservation info).
• The AI produces a suggested reply. It may also flag that the message should be escalated (e.g. refund request) or reviewed (low confidence or optional human check).

4. You choose: send, review, or escalate

• Auto-send — For routine questions and high confidence, PingTeo can send the reply directly to the guest via Beds24.
• Pending review — When the AI is unsure or you’ve turned on “review before send,” the reply appears in Messages for you to approve or edit.
• Escalation — For sensitive intents (refunds, complaints, booking changes), the AI does not send; it notifies you so you can reply yourself.

5. Reply goes back to the guest

When a reply is sent (by you or automatically), PingTeo posts it to Beds24, and the guest sees it in the channel they used (e.g. Airbnb messaging).

---

Next: AI agent & guest messages — How the AI agent and conversations work together.