> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tryecco.com/llms.txt
> Use this file to discover all available pages before exploring further.

# OTA

> How OTA messages reach Ecco, and what's on the OTA inbox and audit pages.

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.

## 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.

<Card title="Connect your PMS" icon="plug" href="/how-to-use/settings">
  Head to Configuration → Integrations to link your Property Management System.
</Card>

## 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.

<CardGroup cols={2}>
  <Card title="Chat & Reply" icon="comment-dots">
    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.
  </Card>

  <Card title="Property Match" icon="building">
    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.
  </Card>
</CardGroup>

## 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.

## 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.

## Common Questions (FAQ)

<AccordionGroup>
  <Accordion title="Which OTAs are supported?">
    Airbnb, Booking.com, and Vrbo, plus Website and Email as related channels — all read through your PMS connection.
  </Accordion>

  <Accordion title="Do I need to connect a separate Airbnb or Booking.com account?">
    No. Messages flow in through your existing PMS integration (Kross Booking or Repull).
  </Accordion>
</AccordionGroup>