Use your tour information
Your booking-system connection imports tour details automatically. Check the source information and policies before putting replies live.
CUSTOMER SUPPORT
Guest Communication.
Sorted from Pre-Booking to Post-Booking.
Customer Support is your guest communication centre. Answer enquiries, follow up leads, create and update bookings, and send confirmations, reminders and automated review requests, so your team spends less time chasing messages.
YOU CREATE THE EXPERIENCE.Stay in the moment.
Stay in the moment.
Keep every guest
conversation connected.
Customer SupportGuest communication
ILLUSTRATIVE CONVERSATION
Can you add a vegetarian meal to my booking?
Your vegetarian meal requirement is now saved with your booking details.
Sample workflow · Supported connection and permissions required
- Reply across guest channels
- Automate booking messages
- Keep staff ready for exceptions
One enquiry. Several messages. A lot of work for your team.
A guest asks about availability on Instagram, needs to change a pickup and wants their confirmation again. Customer Support brings replies, booking actions and scheduled messages together, so your team can help guests without juggling every routine step.
SIX CHANNELS. ONE UNIFIED INBOX.
Every guest conversation.
Together in one place.
Bring Email, WhatsApp, SMS, Instagram, Messenger and Agentic Chatbot into one shared inbox. Keep conversation history and booking context together, so your team can pick up where Customer Support left off without asking guests to repeat themselves.
Email
WhatsApp- SMS
Instagram
Messenger- Agentic Chatbot
Customer SupportFrom the first hello
to a post tour review request.
One communication centre for your guests. Fewer conversations to chase, fewer details to repeat.
01 / GUEST COMMUNICATION
Turn guest interest into your next booking.
Answer guest questions, capture booking enquiries as leads and notify your team when an enquiry comes in. Automatic replies and timely follow-ups keep interested guests engaged and help them take the next step towards booking.
EmailWhatsAppSMSMessengerInstagramAgentic ChatbotBooking actions depend on your connection. Rezdy booking changes go to your team.
Free 30-day Trial Guest conversationIllustrative example
Guest Customer Support
Is the morning cruise suitable for children?
Customer SupportYes, children are welcome. What date are you considering, and how many adults and children would be joining?
Later · Automated follow-upStill planning your family cruise? I can help with any questions and your next step to book.
Enquiry captured as a lead · Team notified · Follow-up sent
BUILT AROUND YOUR BUSINESS
You choose the information, actions and handovers.
Decide what Customer Support can answer, which actions it can take and when a person should step in.
Explore booking connectionsChoose how Customer Support works.
Choose what can run
Set active channels, message workflows and permitted booking actions. Booking changes on Rezdy remain a staff handover.
Keep a person in the loop
Choose which requests need staff attention. Your team can continue the conversation with its earlier messages available.
GETTING STARTED
Get Customer Support ready for your business.
Connect your booking system
Add your API details and your tour information is pulled in automatically. One booking-system account is included; setup is free.
Connect channels and set workflows
Choose where Customer Support replies, when confirmations and reminders go out, and which booking actions and staff handovers to enable.
Test it with your team
Try a question, a supported booking change and an exception. Check the reply, updated details and handover before switching on. Unlimited users and free support are included.
COMMON QUESTIONS
Before you
start with Customer Support.
Answers about setup,
scope and cost.
Yes. Customer Support can create bookings on all supported booking systems. Its enabled workflows can update, cancel and reschedule bookings, including pickup locations and dietary requirements. Booking changes do not work on Rezdy and go to your team instead. You choose the permitted actions and handovers.
Add your booking-system API details and Hubsteer pulls in your tour information automatically. Check that information, set the permitted actions and test typical questions and handovers before switching on the workflow.
You set the hours and channels where Customer Support is active. It can answer approved questions outside office hours; requests that need your staff follow the handover rules you choose.
You set the circumstances in which Customer Support hands a conversation to your team. Staff can use the shared inbox and conversation history to understand the request and continue helping the guest.
Voice AI can answer questions and create a booking. It then sends a payment link by SMS or email for the guest to complete payment. It is an optional paid add-on and is not included in the 30-day trial.
One tour operator reported $23,000 in assisted sales, 197 leads and 47 conversions from 319 chatbot conversations over three months. That is a reported lead-to-conversion rate of about 24%. It is one operator’s result, not a forecast for your business; read the customer story below for context.
Customer Support is A$349/month as one specialist, with unlimited users, free setup and support, and one booking-system account included. Each additional booking-system account is A$49/month. Voice AI is A$49/month for 100 minutes, then A$0.45 per extra minute. SMS is A$0.15 per 165-character unit; WhatsApp is A$0.03 per conversation or template sent. Prices exclude GST.
Try all AI Agents for 30 days, except Voice AI. A payment card is required. Cancel any time before the trial ends to avoid the plan charge to your card, or continue on your paid plan. SMS and WhatsApp are charged by actual usage during the trial. Waivers have no subscription or signing charges during those 30 days.
Standard prices apply to companies serving up to and including 15,000 passengers per year. Companies serving more than 15,000 passengers per year receive customised pricing; contact us for a quote.
