How the AI agent works
What it does with a customer from the first message until it hands them to your team, and what it won't do.
The AI agent is your agency's first salesperson: it picks up every message, replies in seconds, recommends the right packages, and collects the trip details until the customer is ready for your team. All its settings live on the AI agent page in the sidebar.
Open the AI agent pageWho can set it up?
Only the Owner and Managers. The agent is available on every plan, and every conversation it replies in counts toward your monthly AI conversations.
A customer's journey with the agent
The customer sends a first message
The conversation appears in Conversations with the status AI agent. The agent opens with your greeting message and asks what they're looking for.
It understands and recommends
It replies in the dialect you chose (or mirrors the customer if you picked Match the customer), and understands Franco-Arabic like "3ayez a7gez 3omra". It searches your active packages and services, recommends what fits at the real price, works out the price by room type and number of travellers, and shows the calculation.
It collects the qualification details
It asks one or two questions per message, naturally, never like an interrogation, and saves each detail as soon as it learns it. Once it knows anything, the customer appears in Leads at the Qualifying stage. Qualification fields
It qualifies and hands over
When it has every required detail (or the customer clearly wants to book), the agent moves the lead to Qualified, scores it Hot, Warm or Cold, writes a summary for your team, and tells the customer a travel consultant will contact them. Your whole team (lead moderators included) gets a notification.
Your team takes it from there
The conversation shows up under Needs you. The agent keeps answering any extra questions until someone on your team clicks Take over. Taking over
When it hands over right away
The agent stops replying in that conversation and moves it to Needs you, with a short summary and a notification to owners and managers, when:
- The customer asks to talk to someone on your team.
- There's a complaint, or a payment, refund or existing-booking issue.
- The question can't be answered from your packages, services or FAQs.
- One of your own handoff rules applies (e.g. groups of more than 10).
New conversations also go to your team without an AI reply when:
- The agent is Off (the switch at the top of its page).
- This month's AI conversations are used up, or your free trial has ended.
- A technical error stopped it from replying (you get a "the AI agent couldn't reply" notification).
Working hours
The agent knows your team's working hours. If a customer writes outside them, the agent keeps helping and tells them the team will follow up during working hours.
What the agent does and doesn't do
| It does | It doesn't |
|---|---|
| Reply 24/7 within seconds | Take payments or confirm bookings |
| Recommend only your active packages and services | Make up prices, dates, hotels or visa rules |
| Price by room type, children and infants | Promise discounts you haven't written down |
| Answer from your FAQs | Ask for passport or card numbers in chat |
| Understand Egyptian, Gulf, Levantine, MSA, Franco-Arabic and English | Listen to voice notes or see images (it only sees that the customer sent a "voice message" or "image") |
| Score the lead and write a summary | Reveal your internal notes, costs or margins |
| Hand over to your team at the right moment | Chat about topics unrelated to travel and your agency |
The agent is only as good as its information
If a package has no child price, or a policy isn't in your FAQs, the agent tells the customer a consultant will confirm, and won't guess. The more complete your catalog, the more it closes on its own.
Turning the agent on and off
At the top of the AI agent page there's a switch: AI agent replies to customers (Live / Off).
- Live: it replies to every new conversation and any conversation whose status is AI agent.
- Off: no automatic replies. Every new message goes to your team under Needs you.
To pause it in just one conversation, open it and click Take over, then Hand back to AI when you're done.
Agent performance
Further down the page, Agent performance covers the last 30 days: AI replies, Avg. response time, Conversations handled, Handoff rate, Leads qualified by AI and Qualification rate, plus a daily replies chart. A high handoff rate usually means customers keep asking things your FAQs don't answer.