Reading the Operations page
Operations is the home of the console. It answers one question: what needs attention today. Everything on it is scoped to your agency.
The four numbers
Across the top:
- Active trips — trips currently in
activestatus. Only active trips get proactive messaging and appear on the map. - Travelers connected — how many travellers have opened their invite link and connected a chat channel, over the total on your books. A traveller who has not connected receives nothing.
- Departures today — flight segments whose local departure date is today, measured in each flight's own timezone.
- Open escalations — conversations waiting for a human. Green at zero, amber otherwise.
Live pulse
Below the numbers, a streaming feed of what the concierge is doing: travellers writing in, instant AI replies, replies from your team, proactive sends (daily briefs, reminders, alerts) and escalations. Each line names the traveller and trip, previews the message and shows how long ago it happened.
The pulse holds roughly the last fifty events and lives in memory, so it starts empty after a server restart. It is a heartbeat monitor, not an archive — the permanent record is the inbox thread.
Departures today
A board of today's flights: departure time in the flight's local zone, the segment title, the trip, the booking code as a chip, and a status badge — green for confirmed, amber for changed, red for cancelled.
The times are only right if the segments carry the right zone. See Timezones and the traveller's clock.
Open escalations and recent alerts
Open escalations appears only when there are some. Each row shows the traveller, the trip and the assistant's reason for handing over, tagged Needs human. Click a row to open that thread in the inbox.
Recent flight alerts lists the last ten flight-change alerts sent, with the timestamp and the text the traveller received.
The live map
Live map in the sidebar puts one pin per active trip where the travellers are right now. The position is inferred from the itinerary — never from a phone's GPS. Where a venue name cannot be resolved sensibly, the pin falls back to the trip's destination.
The legend is three states: All good, Delay / change (a segment is changed or cancelled) and Needs human (a conversation on that trip is escalated). Pins also carry today's weather at that location and a warning when it is severe — storm, heavy rain, extreme heat or extreme cold. Flights in the air right now are drawn as a plane moving along its arc.
TV mode
TV mode is the same information as a wall board for the office. It rotates every fifteen seconds through the map, today's departures and the escalations, with the pulse feed always on and a clock in the corner. It keeps the screen awake and has a full-screen button. Put it on a spare monitor and leave it.
Analytics
Analytics is the longer view rather than the day:
- Resolved without a human — share of conversations the assistant closed on its own.
- Traveler activation — connected travellers as a percentage.
- Conversations and Escalated right now.
- Day pages opened — how many generated day pages a traveller actually opened.
- NPS average and AI tokens · 30d.
- Messages · last 14 days, split by who sent them.
- Proactive messages · last 30 days, broken down by kind — daily briefs, check-in reminders, flight alerts, document requests and the rest.
- Trips by status and a map of Destinations (last 12 months).
Search
Press Cmd+K (Ctrl+K on Windows) anywhere in the console, or click Search in the sidebar. It searches trips by name or destination, travellers by name, and CRM contacts by name or email, and jumps straight to them.
Related
- Load your first trip — nothing appears here until a trip is active.
- What the concierge sends, and when — the proactive kinds counted in analytics.
- Timezones and the traveller's clock — why a departure time might look wrong.