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

# How Cendra Works

> Cendra connects to your property management system, syncs reservation and property data, and deploys AI agents that handle guest communication across WhatsApp, email, and OTA platforms like Airbnb and Booking.com automatically.

Cendra connects to your property management system, syncs reservation and property data, and deploys AI agents that handle guest communication across WhatsApp, email, and OTA platforms like Airbnb and Booking.com automatically.

## The Cendra Pipeline

When a guest sends a message, Cendra's AI processes it through a multi-stage pipeline:

1. **Identify the guest** — Cendra matches the incoming message to a reservation using phone number or email, pulling check-in dates, property details, and guest history from your PMS
2. **Retrieve context** — The AI checks your property's knowledge base for relevant information: house rules, amenities, WiFi details, local recommendations, check-in procedures
3. **Apply guardrails** — Before generating a response, Cendra checks your configured rules: tone of voice, topics the AI should not handle, price thresholds that require human approval
4. **Generate response** — The AI composes a response using the guest's context, your knowledge base, and your communication style
5. **Route for delivery** — Based on your automation level, the response is either sent automatically, queued for human review, or flagged as an escalation

## Automation Levels

Cendra supports progressive automation — start with human oversight and increase automation as you build confidence:

| Level              | What happens                                  | Best for                      |
| ------------------ | --------------------------------------------- | ----------------------------- |
| **Manual**         | AI suggests responses, human sends            | New users learning the system |
| **Semi-automated** | AI sends routine messages, flags complex ones | Teams building confidence     |
| **Autopilot**      | AI handles everything, escalates edge cases   | Experienced operators         |

You control automation per agent, per property, and per message type. A single property can have autopilot for check-in instructions but manual mode for complaint handling.

## What Syncs From Your PMS

Cendra maintains a real-time sync with your property management system:

| Data type          | Examples                                | How it's used                                                  |
| ------------------ | --------------------------------------- | -------------------------------------------------------------- |
| **Properties**     | Name, address, amenities, photos        | AI references accurate property details in responses           |
| **Reservations**   | Check-in/out dates, guest count, status | AI knows who's arriving when and personalizes messages         |
| **Guest profiles** | Name, email, phone, language            | AI addresses guests by name and communicates in their language |
| **Pricing**        | Nightly rates, fees, discounts          | AI can answer pricing questions accurately                     |
| **Availability**   | Calendar, booking rules, restrictions   | AI handles availability inquiries without manual lookup        |
| **Booking rules**  | Min/max stay, advance notice, prep time | AI applies your rules when discussing bookings                 |

## Communication Channels

Cendra supports three communication channels today:

* **WhatsApp Business** — The most popular channel for guest communication in hospitality. Cendra connects via the WhatsApp Business API for two-way messaging with guests.
* **Gmail** — Connect your Gmail account via OAuth. Cendra reads incoming guest emails and responds from your business email address.
* **Outlook** — Connect your Outlook/Microsoft 365 account via OAuth. Same functionality as Gmail integration.

All channels feed into Cendra's [unified inbox](/inbox/unified-inbox), where you can see every conversation across every channel in one view.

## Knowledge Base

Cendra's AI agents are only as good as the knowledge they have. The knowledge base is where you store everything your AI needs to answer guest questions:

* **Property details** — Automatically synced from your PMS (amenities, descriptions, location)
* **House rules** — Check-in/out times, noise policies, pet policies, parking instructions
* **Local recommendations** — Restaurants, attractions, transportation, emergency contacts
* **Custom procedures** — How to handle early check-in requests, maintenance issues, lost key situations
* **FAQs** — Common questions and your preferred answers

The knowledge base is organized per property, so each AI agent has property-specific context. You can edit, add, and remove knowledge at any time — changes take effect immediately.

## What Makes Cendra Different

* **Property-aware AI** — Unlike generic AI tools, Cendra's agents have real-time access to reservation data, property details, and guest history from your PMS
* **Human-in-the-loop** — Full visibility into every AI decision. Edit, approve, or override any response through the copilot interface
* **Multi-channel** — One platform for WhatsApp, email, and OTA channels instead of managing each separately
* **45+ PMS integrations** — Works with Guesty, Hostaway, Lodgify, Cloudbeds, OwnerRez, Beds24, and [40+ more](/integrations/overview)
* **Teachable** — Correct the AI in the inbox and it learns from your edits. No prompt engineering required