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Cendra’s AI generates contextual responses for every guest message using reservation data from your PMS, property knowledge from your knowledge base, and behavioral rules from your AI configuration. Every response is grounded in your data — Cendra does not hallucinate information.
Quick link: Open Inbox in Cendra — https://app.cendra.ai/inbox

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How AI Responses Are Generated

For every incoming guest message, Cendra’s AI:
  1. Identifies the guest — matches to a reservation via phone number or email
  2. Retrieves context — pulls property details, house rules, amenities, and past conversation history
  3. Checks rules — applies AI Rules, escalation conditions, and label restrictions
  4. Generates response — composes a reply using your knowledge, tone, and style
  5. Routes appropriately — sends automatically (autopilot), queues for review (semi-auto), or suggests (manual)

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Response Quality Controls

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Teaching the AI

When the AI generates an incorrect or suboptimal response:
  1. Edit the response directly in the inbox before sending
  2. The AI learns from your edit and adjusts for similar future questions
  3. Add missing knowledge if the AI didn’t have the information it needed
  4. Set a new rule if the AI’s behavior needs a persistent change
No prompt engineering required. Correct the AI the same way you’d coach a team member.

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Response Modes

You can change modes per agent, per property, and at any time.