AI not replying

If a guest message arrived in PingTeo but the AI didn’t reply (or you expected one), check the following.

1. Agent is on

In Properties → select the property → AI Config, confirm the AI agent is enabled (toggle on). If it’s off, PingTeo will not generate or send any replies for that property.

2. Config is saved

After editing agent name, tone, rules, or FAQ, you must Save. If you didn’t save, the AI may be using old or empty config. Save and try again on the next message.

3. Last message is from the guest

The AI only replies when the last message in the thread is from the guest. If you (or the system) already replied, the AI won’t send another until the guest sends a new message. Check the conversation in Messages to see who sent last.

4. Escalation

If the guest’s intent was escalated (e.g. refund, complaint, booking change), the AI does not send a reply by design. You’ll see the thread in Messages as escalated and can reply yourself. Check AI Config → Escalation to see which intents are escalated.

5. Pending review

If the AI marked the reply for review (low confidence or “review before send” on), it won’t send until you approve it. Open the conversation in Messages and look for a pending suggestion; approve or edit and send.

6. “No response necessary”

For very short acknowledgments (e.g. “ok”, “thanks”), the AI may decide no reply is needed and not send anything. That’s intentional to avoid over-messaging. If you want a reply anyway, send one manually.

7. Errors or timeouts

Rarely, the AI service might time out or fail. Check Messages and any admin/debug view for errors. Retry by having the guest send another message, or reply manually.

Next: Webhook issues — When the webhook fails or returns errors.