Customers · Shared inbox
Every conversation with travellers in one shared inbox
Email, WhatsApp, text messages, website chat and enquiries arrive in one place, linked to the customer and their bookings, so your whole team answers with the full picture.
Overview
Shared inbox at a glance
Travellers ask questions wherever suits them. Tourtify gives your business its own inbound email address (or forward your existing mailbox), connects your WhatsApp Business number and SMS provider, and adds a chat to your website. Every message lands in one inbox, threaded and tied to the customer, their bookings and their enquiry.
Assign conversations, leave private notes for teammates, reply with saved answers and see what's waiting longest against your first-reply target. Replies go out on the channel the traveller used, from your own address. The AI assistant can draft a reply from the conversation for you to check before sending.
Capabilities
What's included
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All channels
Email, WhatsApp, SMS, website chat and enquiry forms.
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With context
The customer, their bookings and past conversations beside every thread.
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Teamwork
Assign, add private notes and see who's handling what.
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Saved replies
Answers to the questions you get every day.
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Response targets
First-reply time tracked against the target you set.
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AI drafts
A suggested reply from the conversation, which you edit and send.
How it works
Shared inbox, step by step
- 1
Connect channels
Forward email and connect WhatsApp, SMS and website chat.
- 2
Answer together
Assign, reply and add notes in one place.
- 3
Book
Turn the conversation into a booking or a quote.
Integrations
Extend shared inbox
Switch these on in one click from your console.
Communication
Inbox
Every customer conversation in one shared inbox: emails, WhatsApp messages, texts, website chat and enquiries, next to the customer’s bookings and balance. Assign, add internal notes, use saved replies and AI drafts, and see at a glance who is waiting too long for an answer.
Communication
SMS notifications
Booking confirmations, trip and balance reminders, cancellations and after-trip review requests by text message, from your own Twilio or Sparrow SMS account, in your own words.
Website
AI assistant
Draft replies to enquiries and reviews, and write tour descriptions, highlights and SEO text from your own tour details, in your voice and the traveller’s language; drafts wait for you to check them. Optionally, answer your website chat instantly from your published tours, dates and prices, handing over to your team in the Inbox.
Do I need a new email address?
No. Forward your existing mailbox to your inbound address, and replies still go out from your own address.
Can guides see the inbox?
No. Owners, admins and sales agents can; guides never see it.
Does it replace WhatsApp on my phone?
It brings your WhatsApp Business number into the shared inbox, so the whole team can answer and the history stays with the booking.
Related features
Works well with
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