A travel agency chatbot for itinerary and package enquiries

Updated 2026-09-19 · 5 min read · By the Convo360 team

The problem with manual itinerary replies

A travel agency in Ahmedabad or Pune typically gets dozens of WhatsApp enquiries a day, "Kerala package for 4, December", "Europe honeymoon budget?", and each one needs a counsellor to type out a package summary from scratch. By the time a reply goes out, the customer has often already messaged three other agencies.

Most of these first-contact questions are repeatable enough to automate, freeing counsellors for the trips that actually need judgement, the ones involving a special anniversary date, an unusual combination of destinations, or a group with very specific requirements.

The agencies that respond within minutes, even with an automated first answer, consistently keep more of these leads in their own pipeline instead of losing them to whoever replies first.

Capturing the essentials first

The flow's job is not to sell the whole trip in chat, it is to gather three facts fast: destination, approximate dates, and budget range. An Ask a Question block for each, followed by a List Menu for budget bands, keeps the exchange short.

• Destination or type of trip (domestic hill station, international, pilgrimage, honeymoon)
• Travel month and number of travellers
• Budget per person

These three answers are enough to shortlist one or two matching packages automatically. Keeping the question count low matters, a long form-style interrogation before showing anything useful is exactly what makes a lead abandon the chat, so the flow should feel more like a quick conversation than an application form.

Sending the itinerary as a PDF

Once the flow has destination, dates and budget, a Send Media block delivers the matching itinerary PDF straight into the chat, day-wise plan, inclusions, and price. This is far more persuasive than typed text and doubles as something the customer can forward to their family for a second opinion, which itself often brings the conversation back with a follow-up question.

If no package matches closely, the flow says so honestly and offers a callback instead of forcing a wrong fit onto the customer, which tends to create more goodwill than a mismatched itinerary would.

A short caption sent alongside the PDF matters as much as the file itself, for example: "Here's your 5N/6D Kerala Backwaters plan, ₹34,500 per person including breakfast and a houseboat night. Want me to check the AC upgrade or a different date?" This gives the customer something specific to react to instead of going quiet after receiving an attachment.

One mistake worth avoiding: sending three or four itinerary options at once, hoping one sticks. This usually slows the decision down rather than speeding it up. One well-matched package, with an easy way to ask for a second option, converts better than a bundle of PDFs the customer now has to compare on their own.

Multilingual by default

Convo360's AI agents can reply in Hindi, Marathi, Gujarati, Tamil, Bengali and other major Indian languages, including Hinglish, based on how the customer writes. For a travel agency, this matters because family trip planning often happens in a mix of English and the local language, sometimes in the same message, "Kerala trip ke liye kitna budget chahiye for 4 log" is a completely normal way an enquiry might arrive, and the agent should handle it naturally rather than forcing a language switch.

This is particularly useful for agencies serving smaller towns and semi-urban markets, where a chunk of enquiries come from an older family member planning a pilgrimage trip or a group holiday, and typing in English isn't always the most comfortable option. Letting the conversation happen in whichever language the customer is already using removes a small but real barrier to booking.

Building it on Convo360

1. Upload your package brochures and FAQs as a knowledge base document for the AI agent.
2. In Flow Builder, use the keyword trigger for terms like "package", "tour", "honeymoon" alongside the New Conversation trigger.
3. Add three Ask a Question blocks for destination, dates and budget, storing each with Set Variable.
4. Use a Condition block to pick the matching itinerary PDF and send it with Send Media.
5. Add a "Talk to a counsellor" option in every menu that routes to live chat for custom trips.
6. Save every captured lead with Save CRM lead so counsellors see the full picture before calling back.

Full reference at Flow Builder docs and AI agents docs.

Following up without being pushy

A day or two after the itinerary is sent, a Wait / Delay block can trigger a gentle follow-up, asking if the PDF answered their questions, or offering to adjust the plan if the budget or dates have shifted. This single follow-up step recovers a fair number of leads who simply got distracted rather than lost interest, without needing a counsellor to remember to check back manually.

Keep the wording specific rather than a generic "just checking in", something like "Hi Priya, following up on the Kerala itinerary I sent, still working for mid-December, or has anything changed?" reopens the conversation naturally and gives the customer something concrete to reply to.

A second, longer follow-up a week later, perhaps flagging a seasonal offer or a limited-period discount on the same package, works well for leads who genuinely need more time to decide, especially for higher-budget international trips where the whole family needs to agree before confirming.

Where it fits your plan

This setup runs on the Starter plan (₹999/month, ex-GST) for the flow builder and knowledge base; adding AI voice follow-up calls for high-value leads needs the Pro plan (₹2,999/month, ex-GST). Since Convo360 is BYOK, you connect your own OpenAI, Claude or Gemini key and pay the AI provider directly at their rate, with no markup added by the platform on top of the tokens your knowledge base answers actually use.

Two numbers inside the CRM pipeline are worth watching every week: how many itinerary PDFs get a reply versus how many go quiet, and how many of those replies turn into a confirmed booking. A pattern of itineraries going unanswered for a particular destination or budget band usually points to a package mismatch worth fixing before spending more on generating the same kind of lead.

Example conversation

Frequently asked questions

Related reading

Available across India — see WhatsApp & AI calling automation by state and city.