How do I manage changes to existing tour bookings?

Upload your tour policies, cancellation schedules, and change-fee rules to Chatref. The AI agent becomes grounded in your own content, so it answers customer questions about eligibility, deadlines, and fees without guesswork. When a traveler asks to modify tour bookings, cancel tour reservations, or reschedule tours, the agent responds with accurate, brand-appropriate guidance and can trigger the next step automatically.

Because the agent uses only your documents, it won‘t offer outdated or generic advice. You control the knowledge, and Chatref keeps responses consistent across every interaction.

Custom actions turn policy guidance into real outcomes. Configure actions inside Chatref to:

• Collect a booking reference and new travel dates for rescheduling
• Ask for reason and passenger details when someone wants to cancel tour reservations
• Request updated billing information to update booking details or payment method
• Trigger a webhook or integration with your reservation system to finalise the change

Every action runs within the chat thread, so customers never need to leave your site. You can create separate action flows for each change type – modify, cancel, reschedule, or update payment details – and let the AI agent decide which to invoke based on the conversation.

Some modifications need a person‘s touch. Chatref’s shared inbox gives your team a real‑time view of every active conversation. If a customer asks a complex question or requests an exception to your standard change policy, your staff can step into the same chat thread with full context and take over seamlessly.

The inbox also shows when custom actions complete, so your team knows if a change has already been processed or still needs attention. You stay in control while the AI handles routine modify tour bookings and update booking details requests.

1. Upload your documents – add your policy on payment updates (fee structure, required verification steps) and any secure-collection guidelines.
2. Create a custom action – define fields the agent should collect (booking ID, new card number or billing address) and map them to your payment processor or reservation system via webhook.
3. Write the agent’s prompt – tell Chatref’s AI agent to greet the customer, verify their identity against the booking ID, and then launch the payment-update action.
4. Watch the shared inbox – if the payment update fails or triggers a fraud alert, your team sees the conversation and can intervene immediately.

Once live, a customer simply types “I need to update my payment details” into your widget, and the entire flow runs without manual effort.

How to cancel a tour booking online?

Chatref’s AI agent can walk the customer through cancellation right in the chat. After verifying the booking ID, the agent references your uploaded cancellation policy to confirm any fees and then triggers a custom action that sends the cancellation request to your booking system. The customer receives an instant confirmation, and your team sees the completed action in the shared inbox.

What is the process for rescheduling a tour?

When a customer asks to reschedule, the AI agent – trained on your rebooking rules – checks availability windows and advises on any change fees. A custom action collects the new date and passenger count, then updates the reservation via your connected platform. The agent confirms the new details in the chat, and the updated record appears in your shared inbox.

Can I modify my tour itinerary after booking?

Yes. Upload your itinerary-change rules (e.g., permissible add‑ons, timing restrictions) and set up a custom action to gather the desired modifications. The agent checks the request against your policy, processes the change if allowed, and either applies it automatically or flags it for human review in the shared inbox when an exception is needed.

How to update payment details for a tour?

A dedicated custom action can securely collect updated credit card information or billing details from the customer. Chatref’s agent prompts for the booking ID first, then launches the action, which can push the new details to your payment gateway or reservation system. The shared inbox lets your team verify the change and monitor for any anomalies.