Overview
Travel Brands using TripBuilder typically map their Sales Agents and Sales Operations team users to the “Agent User” and “Tour Operator” roles, respectively. In this configuration, Sales Agents do not have access to Cockpit and therefore do not have access to Customer Care.
The Admin User of Travel Agency user profile addresses this gap for Sales Agents, giving them access to some itinerary information in Customer Care. This results in:
- Effective Management: A Sales Agent can change a customer’s itinerary without communicating back and forth with a "standard" Customer Care user, increasing satisfaction and reducing turnaround time.
- Informed Adjustments: By accessing the Services & Price List page, a Sales Agent can suggest upgrades or changes that best fit the customer’s needs and budget, improving the overall customer experience.
This feature provides access to a simplified (read-only) version of Customer Care. Future enhancements will allow Sales Agents to access additional information and perform actions to manage bookings more effectively.
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Important: This feature is in Beta version and must be enabled by Nezasa. Please contact our support team to enable the feature flag available at Distribution Channel > Nezasa-Only tab> Enable Agent Admin Role and User Profile. |
Assign the "Admin User of Travel Agency" Profile
Access to read-only Customer Care for Sales Agents is managed through the Admin User of Travel Agency user profile. This profile can be assigned to a TripBuilder user during its creation or by editing an existing user.
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Know more:
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On the Users page of a TripBuilder instance, users with an Admin User of Travel Agency profile are identified by the shorter name AgentAdmin.
Terminology
The following terminology is used to differentiate between Sales Agents and different TripBuilder user roles:
- Agent Standard User: A Sales Agent with the User of Travel Agency profile in TripBuilder. Can only access the Booking funnel (Discovery, Planner, and Checkout).
- Agent Admin User: A Sales Agent with the Admin User of Travel Agency profile in TripBuilder. Has all the access of an Agent Standard User plus read-only access to a subset of Customer Care pages.
Access to Customer Care
Upon login, an Agent Admin User is positioned on the TripBuilder Dashboard, similar to any other TripBuilder user. The main areas an Agent Admin User can access are the same as an Agent Standard User, with additional access to Customer Care from the Agent Centre and Planner.
Access Customer Care from Agent Centre
An Agent Admin User can navigate to the Agent Centre by clicking the Customer Itineraries link from the TripBuilder Dashboard. Follow these steps to access Customer Care from the Agent Centre:
1. From the list of itineraries, identify the intended itinerary.
2. Click on the "three dots" action menu at the top right of the itinerary box.
3. Select the option Open Itinerary in Cockpit.
4. The Customer Care Overview page is displayed for the selected itinerary.
Access Customer Care from Planner
Follow these steps to access Customer Care from Planner:
1. Navigate to Planner by creating a new itinerary or editing an existing one.
2. Click on the TA-Tools menu at the top of the page.
3. Select the option Open Itinerary in Cockpit.
4. The Customer Care Overview page is displayed for the selected itinerary.
Navigation from Customer Care
In Customer Care, there are two navigation options available under the Open in Travel Planner menu:
- Link for Collaborators: opens the itinerary in Planner (B2B view).
- Link for Customers: opens the itinerary in the IBE (if previously configured).
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Please note: Clicking the Link for Collaborators or the Link for Customers may return different navigation results depending on the itinerary status. If the itinerary is already booked and confirmed, the travel documentation will be displayed. Otherwise, the itinerary remains available for editing in the Planner or IBE, respectively, of the selected link. |
In the Planner, additional navigation options are available:
- Our Tours or Travel Planner (in the user options menu): navigate to the Discovery Overview page.
- Customer Itineraries: navigate to the Agent Centre.
Customer Care View
In Customer Care, the Agent Admin User can view the details of one itinerary at a time, previously selected in the Agent Centre or Planner. Access to an itinerary is only possible if it was created by either:
- The Agent Admin User itself, or
- An agent within the same agency as the Agent Admin User.
Three pages are available, presenting different views on the itinerary:
- Overview
- Contact & Pax Details
- Services & Price List
Regardless of the page, all itinerary information is read-only, and the Agent Admin User cannot make changes.
Overview
Contact & Pax Details
Services & Price List
Agent Admin Users frequently use the Services & Price List page, which provides important details on the itinerary's components.
At the top of the page, it is important to note that the Customer Sales Price may differ from the sum of each component's sales price. A note is available as a tooltip stating: "The itinerary customer sales price could have fees or discounts applied that are not displayed to all users. It may not match the sum of the component sales prices".
Fees, discounts, and promo codes are some examples of elements that impact price, which Agent Admin Users do not have visibility into.
Despite this limitation, Agent Admin Users can see details on each component within the itinerary.
With this detailed visibility, an Agent Admin User can conduct better validation and detect potential pricing discrepancies. For instance, if the accommodation booking "Ocean Drive Madrid" has a sales price that does not align with the remaining component pricing, it might raise some doubts for the Agent Admin User.
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