Your brand, your channel
Travellers should never see our name. They should see yours.
Branding
Under Settings → Branding, set your display name, logo, primary and accent colours, tagline and contact details. These apply to:
- day pages and trip recaps,
- group and traveller portals,
- your public traveller entry page,
- the emails your travellers receive.
Your own bot
Connect your agency's own Telegram bot so messages come from your name, not a shared one. Paste the token into the Automations & channel section of Settings → Branding. It is held on your agency profile and is never included in the public payload your travellers' pages read.
WhatsApp runs on top of the Meta Cloud API through our provider. Your agency registers its own WhatsApp Business number and we store its phone number id; travellers then see your number, and anything they send is routed to your agency automatically.
Set your WhatsApp number id under Settings → Branding. Travellers then see your number, their replies route to your agency automatically, and invite links point at WhatsApp instead of Telegram.
What works on WhatsApp
Everything the concierge does on Telegram: questions answered from the itinerary, voice notes transcribed and answered, booking photos and PDFs read into proposed segments for you to approve, and vouchers delivered as real file attachments rather than links.
Inviting a traveller
The invite button copies a wa.me link with the activation text already filled in. The traveller taps it, sends the prefilled message, and they are connected — there is nothing to install and no code to type.
The 24-hour window
This is the one WhatsApp rule with teeth. Once a traveller messages you, you can reply freely for 24 hours. Outside that window WhatsApp accepts only pre-approved templates, and a plain message is refused.
That matters because most of what the concierge sends is unprompted by design — the morning brief, a 3am flight change, document chasing. Until your templates are approved, those messages are refused outside the window.
Email covers the gap. Rather than dropping a refused message, the platform can send it by email instead. That is what Settings → Email notifications is for, and it is on by default:
- Chat only — the original behaviour. A refused message is logged and goes nowhere.
- Email when chat fails (the default) — the chat channel is always tried first; email goes out only when the send did not land. In normal operation, when travellers are replying and the window is open, this changes nothing.
- Chat and email, every message — both copies, every time. For agencies whose clients live in email.
Two limits worth knowing. A traveller with no email address on their record cannot be reached this way, and when chat also fails they are genuinely unreachable — that pair of failures is written to your logs as exactly that. And the email is one-way: replies go to your agency contact address, not to the concierge, so an answer to one of these will not appear in your Inbox.
The email carries your agency name and colours, not ours. A traveller can be opted out individually regardless of this setting.
See our comparison for how the two channels differ on cost and reach, and what the concierge sends for the full list of automatic messages this applies to.
Your traveller entry point
Every agency gets a public page at /a/your-slug where travellers sign in with the email you hold for them. It carries your branding and lists their trips. Share it once and it works for every trip you run.