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The OTA inbox brings guest messages from Airbnb, Booking.com, and Vrbo into Ecco. The AI drafts and sends replies automatically, and your team can take over any conversation.

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Getting Connected

There’s no separate Airbnb or Booking.com login to set up. OTA messages are read through your PMS connection (Kross Booking or Repull) — connect your PMS and messages flow into the inbox automatically.

Connect your PMS

Head to Configuration → Integrations to link your Property Management System.

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The OTA Inbox Page

Each conversation shows who’s currently handling it: AI, a team member, or unassigned. Conversations where the guest’s latest message hasn’t been answered are flagged so nothing slips through. Filter by platform to focus on one channel at a time.

Chat & Reply

Read the full thread and reply from the same compose box the AI uses. Take over a conversation with one click — the AI stops drafting for it until you hand it back.

Property Match

A side panel shows the guest name, stay dates, reservation ID, and the property Ecco matched the conversation to. If the match is uncertain, you can reassign it manually.

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The Configuration Page

From Configuration → Integrations → OTA, set:
  • Mode: Always On, Scheduled (your own weekly pattern and date exceptions), or Off.
  • Handback after takeover: once a team member takes over a conversation, choose when it automatically returns to the AI — from 15 minutes up to 2 hours, or never.
  • Handback on idle: if a team member goes idle mid-conversation, hand it back to the AI after a set time so guests aren’t left waiting.

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The Audit Page

Every AI-drafted reply is logged with the reasoning behind it: whether it was sent automatically or held as a draft, and why (e.g. missing property information, or a question the AI escalates to a human). Open the Audit button from the OTA inbox to review it — useful for understanding why the AI did or didn’t auto-send a particular reply.

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Common Questions (FAQ)

Airbnb, Booking.com, and Vrbo, plus Website and Email as related channels — all read through your PMS connection.
No. Messages flow in through your existing PMS integration (Kross Booking or Repull).