The team
An Indian travel agency that sells holiday packages and handles general travel enquiries. Most enquiries come from Meta lead ads and WhatsApp, and the rest from the website, incoming calls and referrals. Telecallers make first contact, travel agents qualify and sell, and a manager watches the pipeline and the bookings.
What they needed
- Every enquiry in one place, whatever the channel, with its source recorded.
- WhatsApp conversations visible to the team, not locked on one agent's phone.
- Each trip treated as its own sale, so a family's summer holiday and a later weekend trip don't overwrite each other.
- Each booking's payment stage visible at a glance: advance, partial or full.
- Follow-ups that don't slip while a family is "still discussing at home".
- Which sources and campaigns turn into bookings, not just enquiries.
How we set up their operations on Xale
The Travel template as the base
Choosing Travel at signup builds the workspace with a pipeline, roles, a main branch and starter lead sources (Manual, Incoming, Website, Referral). The pipeline has four stages:
- Inquiry: New Inquiry (the sub-status records the channel), Contacting, Not Reachable, Not Interested (budget issue, changed plans, went with a competitor) and Interested.
- Qualification: Documents Pending (passport, visa documents, ID proof, travel insurance), Follow-up (family discussion ongoing), Not Qualified (visa rejected, invalid documents) and Qualified.
- Booking: the deal stage, with Package Selection, Payment (advance collected, partial or full), Booking Confirmed and Booking Cancelled.
- Fulfillment: Pre-Travel, In-Travel and Post-Travel.
Every stage, status and sub-status can be renamed or extended. Tickets, hotels, itineraries and the money itself are still handled in the agency's own supplier and accounts tools. Xale tracks where each enquiry and booking stands.
One deal per booking
Each trip is its own deal under the traveller's lead, with its own status and owner. Agents open the deal at the Booking stage once a package is chosen, and note the package on the deal. A returning traveller keeps one record with a deal for each trip. A repeat enquiry is logged as a re-enquiry on the original lead, and that lead's assigned agents get an in-app alert.
Custom fields, roles and visibility
Destination, travel month, group size and budget are custom fields, and the Meta lead form questions are mapped to them, so an ad lead arrives with its brief already filled in. The template's roles are Super Admin, Admin, Manager, Travel Agent and Telecaller. Agents and telecallers see the enquiries assigned to them, managers see their branch, and admins see everything. Per-stage permissions decide who can move a deal forward or roll it back.
WhatsApp and Meta Lead Ads
- WhatsApp: the business number is connected to the WhatsApp Cloud API through Meta's Embedded Signup. Conversations land in a role-scoped shared inbox, filterable by stage, status, agent and source. Message templates are created in Xale, where their Meta approval status also shows. Template broadcasts to opted-in contacts go out immediately, with delivered, read and replied counts.
- Meta Lead Ads: lead form submissions sync automatically every 15 minutes with campaign and form attribution. Daily Meta ad spend is synced too, so cost per lead sits next to each campaign.
Follow-ups and reports
Each role keeps its own follow-up on a lead or deal, so the telecaller's callback and the agent's package discussion don't overwrite each other. Follow-ups sort into Overdue, Today and Later by calendar day. Reminders arrive as a web popup, a mobile push and an inbox item. The Source report shows enquiries, conversions and cost per lead by source and campaign, and any number opens the exact leads behind it.
How the team works day to day
The day starts on the follow-up dashboard, Overdue first. Telecallers work new enquiries and log each attempt as a Contacting sub-status. Interested travellers pass to an agent, who carries on the WhatsApp conversation in the shared inbox, collects passport and ID details under Documents Pending, and opens a booking deal once a package is chosen.
When the traveller pays, the agent sets the booking's Payment status to the matching sub-status (advance collected, partial or full), so the manager can see which bookings are still waiting on money. After tickets and hotels are confirmed, the booking moves to Booking Confirmed and the lead moves into Fulfillment for pre-travel documents, trip support and feedback. The manager uses the Source report to see which campaigns produce confirmed bookings, and reassigns overdue follow-ups before they go cold.
Why it matters for teams like theirs
Travel sales are conversational, and travellers come back. A travel CRM should keep one record per traveller with a deal per trip, WhatsApp visible to the team, the payment stage on each booking and every booking tied to its source. Xale does not build itineraries, book tickets or collect trip payments. It runs the enquiries, conversations and bookings around the tools that do.
- See what the Travel template includes.
- Read how Xale handles lead capture and assignment across channels.
- Compare the WhatsApp connection options: Cloud API, Coexistence and existing providers.
- Learn how role-based follow-ups keep callbacks from slipping.
- Explore source and team reports.