Send documents to the customer

When a booking's tickets, visas and vouchers are filed, send the customer the documents ready message. It carries the link to their trip page, where they download every file. Then mark the documents as sent, so your team knows they have been handed over.

Before you start

• Sending the message needs permission to edit bookings, record payments, or upload documents. Marking documents as sent needs permission to upload and send documents.
• WhatsApp works out of the box. Email needs a Documents ready email template in Settings → Message templates.

Steps

1. Open Documents and choose the trip.
2. In the Customer column, find the booking. Send is highlighted when the booking is complete (hover: "All … travellers are ready. Tell the customer."); otherwise it says Some documents are still missing.
3. Press Send. Under Documents ready message, choose WhatsApp or Email.
4. To mark one document as sent, press its tick and choose Mark sent to customer.
5. To mark all the received documents of one booking as sent, press Send and choose Mark this booking’s documents as sent.
6. To mark every received document in the grid as sent, press Mark … as sent above the grid.

After you send

• The message goes out in the customer's language, with the trip name and the link to their trip page. The message Documents ready message sent to … confirms it, and the booking's history records it.
• If WhatsApp is not connected to a sending service, WhatsApp opens with the message ready: WhatsApp is open with the message. Press send there.
• Sending the message does not change the documents. Mark them as sent yourself (steps 4 to 6).
• A document marked as sent shows a double tick (Sent to the customer), and the customer's trip page shows it as Ready.
• After Mark … as sent, the message "… documents marked as sent (…)" has an Undo button for a few seconds. Undo sets the documents back to Received.

If something goes wrong

• No email template "Documents ready" is set up. Add it in Settings → Message templates.: the agency has no email version of the message. Add one in Settings → Message templates, or send by WhatsApp.
• The message was not sent: …: the sending service refused the message. Check the customer's mobile number or email, and the connection in Settings → Connections.
• Message saved to the log. Sending is not set up for this channel yet.: the channel is not connected. The message is kept but did not reach the customer.
• Send is missing: your role cannot send booking messages.
• Mark … as sent is missing: there is no received document left to mark, or your role cannot manage documents.