Sales consultants
- Chats assigned to you
- Quick replies for common questions
- Labels for hot leads
- Chat linked to the CRM lead
Platform
WhatsApp & omnichannel inbox for travel agencies
Bring WhatsApp, Facebook Messenger and Instagram messages into one shared inbox. Assign chats to staff, reply with templates and quick replies, label conversations and link each contact to a CRM lead or customer. A live dashboard and detailed reports show how fast your team answers on every channel.
- 3 channels
- WhatsApp, Messenger, Instagram
- Shared inbox
- Assign, label and reply
- CRM linked
- Contacts to leads and customers
- First response
- Average time on the dashboard
Overview
A shared WhatsApp, Messenger and Instagram inbox for travel agencies
The TravelSuite ERP omnichannel inbox brings WhatsApp, Facebook Messenger and Instagram conversations into one shared inbox for your travel agency. Staff see every chat in a single list, filter by open, waiting, unread or unassigned, and reply from the same screen instead of passing a shared phone around the office.
Each conversation can be assigned to a staff member or team, tagged with labels and answered with templates and quick replies. Settings control everyday behaviour, such as marking a chat read when staff open it, reopening a closed conversation when the customer writes again, and running after-hours automations based on your business hours.
Messenger and Instagram work differently from WhatsApp, and the inbox respects that. You can let staff reply for up to seven days after the 24-hour window closes, fetch the customer's name and photo, show read receipts and typing indicators, and turn Instagram post comments into conversations your team can answer.
With CRM integration switched on, channel contacts connect to CRM leads and customers, so every chat stays with the right record. The dashboard shows open, pending and unread conversations, average first response time and staff workload, while reports break down messages, delivery, CRM leads and automation results by channel, account and staff member.
Shared inbox
One inbox for every chat your agency receives
WhatsApp, Messenger and Instagram messages land in the same list. Filter, assign, label and reply without switching apps or phones.
01Customer 01WhatsApp · Sky Travels main numberAssigned to Agent A
Today
Hi, is the 5-night Bali package still open for May?
We are 2 adults and 1 child.
Yes, May departures are open. The package starts from USD 1,200 per adult. Shall I hold seats for your dates?Read
Yes please, 12 to 17 May.
Quick repliesType a reply…
Example data.
Channels
Three channels, one way of working
Your team uses the same inbox, labels and quick replies on every channel. Where Messenger and Instagram work differently from WhatsApp, settings let you choose how the inbox behaves.
- Add each business account under Channel Accounts
- Connect its webhook in Webhook Setup
- Check the channel summary: zero traffic usually means the webhook is not connected
FeatureWhatsAppFBMessengerIGInstagram
Shared inbox, assignment and labelsInbox
Templates and quick repliesSettings
After-hours automations on business hoursSettings
Contact linked to a CRM lead or customerContacts
Reply up to 7 days after the 24-hour windowOption–
Fetch the customer's name and photoOption–
Claim the thread from another connected appOption–
Turn a post comment into a conversationOption––
Key capabilities
Answer WhatsApp, Messenger and Instagram from one shared team inbox linked to your CRM.
12 features included in Omnichannel Inbox
See it in a demo- 01WhatsApp, Facebook Messenger and Instagram channels
- 02Shared inbox with open, waiting, unread and unassigned filters
- 03Assignment to staff and teams
- 04Labels for organising conversations
- 05Templates and quick replies
- 06Business hours and after-hours automations
- 07Reopen closed chats when the customer replies
- 08Instagram comments turned into conversations
- 09Contacts list with CRM lead and customer links, CSV export
- 10Dashboard with unread, unassigned and first response time
- 11Channel and account summary with webhook status
- 12Reports by channel, message, staff, account, lead and automation
Inbox workflow
From first message to CRM lead in six steps
- 01
Connect
Add your WhatsApp, Messenger and Instagram accounts and set up their webhooks.
- 02
Receive
New messages and Instagram comments arrive in one shared inbox.
- 03
Assign
Route each chat to a staff member or team and add labels.
- 04
Reply
Answer with templates and quick replies, or let after-hours automations respond.
- 05
Link to CRM
Connect the contact to a CRM lead or customer so the history stays together.
- 06
Measure
Track first response time, message delivery and staff replies in reports.
Conversation reports
See how fast your team answers, channel by channel
Filter reports by date, channel, account and staff member, then print to PDF or export to Excel CSV.
4 minAverage first responseFrom the first inbound message to the first staff reply
Message report
Conversation report
- Open30
- Pending15
- Resolved40
- Closed15
Channel report
| Channel | Chats | CRM leads |
|---|---|---|
| 60 | 18 | |
| FBMessenger | 25 | 6 |
| IGInstagram | 15 | 5 |
Staff report · replies
- Agent A
- Agent B
- Agent C
Automation report
40Executed38Successful2Failed
Example data.
Built for every team
One inbox for everyone who talks to customers
Team leaders
- Unassigned chats at a glance
- Assignment by staff or team
- Staff workload on the dashboard
- No shared phones
Managers
- Average first response time
- Channel and account reports
- CRM leads per channel
- Export to PDF or CSV
Admins
- Channel accounts and webhooks
- Business hours
- Inbox behaviour settings
- CRM integration switch
Why agencies switch
Before and after TravelSuite ERP
| Task | Without TravelSuite | With TravelSuite ERP |
|---|---|---|
| Channels | Three apps on different phones | One shared inbox |
| Ownership | Nobody knows who is replying | Each chat assigned to staff |
| Answers | Typed again every time | Templates and quick replies |
| Leads | Chats never reach the CRM | Contacts linked to leads and customers |
| Response time | Unknown | Average first response on the dashboard |
FAQ
Frequently asked questions
Which channels does the inbox support?
WhatsApp, Facebook Messenger and Instagram. Each business account is added under Channel Accounts and connected through Webhook Setup.
Can several staff work from one WhatsApp number?
Yes. The whole team works from one shared inbox, and each conversation can be assigned to a staff member or team.
How do I know a channel is connected?
The dashboard shows a summary per channel and per account. A channel that stays at zero usually means its webhook is not connected yet.
Can a chat become a CRM lead?
Yes. With CRM integration on, contacts are linked to a CRM lead or customer, and the contacts list shows which ones are linked or unlinked.
Are there saved replies?
Yes. Templates and quick replies let staff answer common questions, such as package details or document lists, in a few clicks.
What happens to messages after office hours?
You set business hours and can run after-hours automations, so customers get a reply when the office is closed.
Can Instagram comments be answered in the inbox?
Yes. A setting turns a comment on an Instagram post into a conversation your team can reply to.
What reports are available?
Channel, conversation, message, staff, account, lead and automation reports, filtered by date, channel, account and staff. You can print to PDF or export to Excel CSV.
Works with every TravelSuite module
Bookings, customers, payments and accounts stay in one database, so this module shares data with everything else automatically.