How a Beirut Travel Agency Connected Package Management to Booking Inquiries

A Beirut travel agency kept packages in scattered documents and answered the same inquiries by hand. We built a managed package catalog, an inquiry assistant, lead assignment, follow-up tracking and reporting.

Project overview

A Beirut travel agency kept package details in scattered documents and answered the same inquiries by hand. We built a structured package catalog with an inquiry assistant, lead assignment and follow-up tracking. Consultants now spend their time on bookings.

The solution

We implemented five connected automations:

A structured package catalog that staff update themselves
Inquiry handling from the catalog, without inventing prices or availability
Requirement collection and package matching
Lead assignment, reminders and booking stages
Reporting on inquiries and popular packages

Business impact

The agency now runs package information, inquiries and booking follow-up from one catalog.

Destination, dates, party size and budget are collected before a consultant joins
Every lead has an owner, a stage and a reminder
Prices, inclusions and validity dates live in one place

The challenge

Prices, inclusions, exclusions and validity dates changed, and the copy of a package that one consultant used was not always the current one. Answers to travelers could differ between consultants and could be out of date.

Before a consultant could recommend anything, they had to ask each traveler where, when, how many people and what budget. Interested prospects were followed up from memory, so some were forgotten. Management had no record of which packages drew the most inquiries or how many were waiting on a customer decision.

Individual automations

Seven automations cover the lifecycle of a package and of an inquiry. The catalog sits at the center.

Structured package catalog

Every package is entered once, in the same structure.

Destination, itinerary summary, price and currency.
What is included and what is not included.
Validity dates, so that expired packages stop being offered.
A status such as active, paused or sold out.

Authorized staff own the catalog. If something is not in it, nobody is told that it is true.

Handling of common package inquiries

Routine questions about packages are answered from the catalog through the configured channels.

A traveler asks about a destination, a price or what a package includes through a configured channel.
The assistant finds the matching entries in the catalog.
It answers from those entries, using the wording the agency has approved.
If the catalog does not contain the answer, it says so and offers to connect the traveler with a consultant.

The assistant does not invent prices, availability, visa requirements or package details, and does not confirm a booking.

Requirement collection and package matching

The assistant gathers what the consultant would ask first, and matches it to what is on offer.

It asks for the destination, the travel dates, the number of travelers and the budget.
It compares the answers with the packages that are active and valid for those dates.
It presents the matching packages, or says plainly that nothing matches.
The requirements are saved on the inquiry.

Matching uses only current catalog information. Consultants confirm availability with the traveler.

Lead capture and consultant assignment

Each interested traveler becomes a lead with an owner.

The traveler's name, contact details, preferences and requirements are saved as a lead.
The lead is assigned to a travel consultant by rules the agency sets, such as destination or workload.
The consultant is notified and sees the whole conversation.

Consultants can reassign leads and edit any detail.

Follow-up reminders and booking-stage tracking

No interested prospect depends on someone's memory.

Each inquiry has a stage: new, in conversation, proposal sent, awaiting decision, booked or closed.
Reminders are created when a stage has waited too long.
Consultants update the stage as they work, and the history is kept.
Inquiries awaiting a customer decision are listed together.

Stages are set by consultants. The workflow reminds them; it does not close or book anything.

Controlled package updates through the admin portal

Changing the catalog is easy for staff and controlled for the agency.

Authorized staff add, edit, pause and remove packages in the admin portal.
A change appears in the assistant's answers as soon as it is published.
Changes are recorded with who made them and when.
Expired packages are flagged for review.

Only authorized users can publish catalog changes.

Reporting on inquiries and packages

Management sees what travelers ask for and what is waiting.

Inquiries by destination and by channel.
The packages that attract the most inquiries.
Inquiries awaiting a customer decision.

Where the recorded data supports it, reports also show how inquiries move through the stages.

Reports describe the data that was recorded. They do not forecast sales.

How the workflow operates

This is how an inquiry moves from a first question to a booking decision.

A traveler asks a question The question arrives through a configured channel.
The assistant answers from the catalog Common questions about packages are answered from catalog entries; anything else is passed to a consultant.
Requirements are collected Destination, dates, party size and budget are asked for and saved.
Packages are matched Active packages that fit the requirements and dates are presented.
A lead is created and assigned Contact details and preferences are saved, and a consultant is assigned and notified.
The consultant follows up Reminders and booking stages help the consultant keep each inquiry moving.
Management reviews the picture Reports show inquiries, popular packages and decisions that are pending.

Systems and integrations

Package catalog: structured packages managed in the agency's admin portal.
Configured messaging channels: where travelers ask their questions.
Lead records: inquiries, preferences, stages and reminders, kept in the admin portal or the agency's CRM.
Email notifications: tell consultants about new leads and reminders.
Reporting: summaries of inquiries and packages built from the recorded data.

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