Website chat for travel agencies and tour operators
A travel agency's chat should answer package facts (what is included, departure dates, the published price per person) in a line, and pass anything that depends on a traveller's passport, a visa decision, a live fare or a cancellation to a named agent. Holiday buyers ask the same first questions on every package page, so a few published answers handle most first messages, and the agent's time goes to the enquiries that turn into bookings. Here is the full set-up for a small agency or a tour operator.
Three travellers, three kinds of chat
- The browser wants to know what a package includes and roughly what it costs. Published answers serve them well.
- The planner has dates, a group size and questions about rooms and flights. They need an agent within the hour.
- The traveller already booked needs documents, changes or help on the trip. They need the agent who made the booking.
Your first reply should find out which one you are talking to: "Are you looking at a trip, or do you already have a booking with us?"
Twelve questions travellers ask
| Traveller asks | Answer pattern you fill in | Agent takes over? |
|---|---|---|
| What does the [package] include? | "It includes [flights, hotel, transfers, tours as published]. Not included: [list]." | No |
| How much is it per person? | "From [published price] per person, sharing a double room. Final price depends on dates and availability." | Yes, for a quote |
| Which dates are available? | "Departures on [published dates]. Which date and how many travellers?" | Yes |
| Do I need a visa for [country]? | "Visa rules depend on your passport. Our agent will check for you; the official embassy site has the final word." | Yes, always |
| Can I pay in instalments? | "[Your published payment plan, or: our team will explain the options]." | Yes |
| Is there a child price? | "Children under [age] are [published price or rule]." | No |
| Can you book flights only / hotel only? | "Yes, we book [what you offer]. Send your dates and city." | Yes |
| Are tours private or in a group? | "[Group size and type, as published]." | No |
| What is the cancellation policy? | "Our published policy is [summary and link]. The agent confirms what applies to your booking." | Yes, for a specific booking |
| Is travel insurance included? | "[Included / available at a published price]." | No |
| I need to change my booking | "Send your booking reference and the change you need." | Yes |
| I want a refund / I have a complaint about my trip | "I'm sorry. Your agent will reply to you here today." | Yes, always |
Never answered automatically
- Visa, entry and passport decisions. Rules change and depend on the passport held; an agent checks, and the traveller confirms on the official site of the country they visit.
- Live fares and hotel rates. Publish "from" prices only, and keep them current.
- Refunds, cancellations of a real booking and complaints. StayReplied hands complaints and refund demands to a person.
- Health requirements for a destination. Point to the official source; no health advice by chat.
The answer mode in StayReplied is set per channel (off, drafts only, or answer). No plan includes AI today; AI drafts need your own Anthropic key, and when on, the AI quotes only from price records you publish (why that matters).
Welcome lines
- "Planning a trip? Ask about any package, date or price, in English or Arabic (one inbox for both)."
- "Hi! Tell us where you'd like to go, when, and how many of you are travelling."
- "Already booked with us? Send your booking reference and we'll help."
Starter questions: "Holiday packages", "Umrah packages", "Visa help", "My booking".
Out-of-hours
The widget sends no automatic closed message today. Put your reply hours and a 24-hour number for travellers on a trip in the welcome line, switch on "Ask for name and email before chatting", and send options to evening enquiries first thing: "Good morning, thanks for your message. For [dates] and [number] travellers, here are two options: [package, from price]."
Summer, Eid and school holidays
Peak booking weeks hit before summer, before Eid and before school holidays. In the shared inbox:
| Chat | Owner |
|---|---|
| New enquiry, no dates yet | Junior agent, from published answers |
| Enquiry with dates and travellers | Senior agent for that destination |
| Existing booking | The agent who made it, by assignment |
| Visa question | The visa desk |
| Complaint or refund | Manager, as a ticket with a due time |
Each conversation has one owner and internal notes stay inside the team, so the traveller never hears two different prices from two agents.
The first week
- Create the workspace; invite agents and the visa desk with their roles.
- Publish your packages' inclusions, "from" prices, departure dates and policies.
- Publish the widget on package pages, with your site in the allowed origins.
- Write the welcome lines and the out-of-hours reply in English and Arabic.
- Test a browser, a planner and a booked traveller; check who picks each up.
- Agree the peak-season routing table.
- Read the week's chats; publish answers for every question typed twice.
When this is not for you
If you need the chat to search live flights and hotels, StayReplied does not connect to booking engines today; your agents quote. Web chat is the channel you connect today; WhatsApp is coming soon (see channels). If you want an e-mail ticket queue only, read StayReplied or a general help desk. Starter is AED 70 a month plus 5% VAT, Team AED 210; see pricing.
Questions and answers
Can the chat answer visa questions?
It says rules depend on the passport and passes the chat to an agent; the traveller confirms on the official site.
Can it quote a package price?
Yes, the published "from" price. The final price for dates and travellers comes from an agent.
How do agents avoid answering the same traveller twice?
Each chat has one owner, presence shows who has it open, and you are asked to review if the traveller wrote again while you typed.
Does it work in Arabic?
Yes. The widget and the inbox work in Arabic and English, right to left included.
Answer holiday enquiries while travellers choose.
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