Info: > Note: Last Updated on 06 Nov 2025

Engagement Capability

Active engagement is the foundation of a thriving marketplace. To attract, convert, and retain customers, it’s essential to connect with both consumers and agents at the right moments, through the right channels, and always under your brand. Our Engagement Capability empowers you to do just that—combining automated communications, agent-driven interactions, and seamless integration options to keep your marketplace vibrant and responsive.

We offer three flexible engagement models to suit your business needs:

We do it: We manage outbound communications with consumers on your behalf, ensuring timely, branded engagement that drives bookings.
Your agents do it: Your agents connect directly with consumers using our Agent Portal, leveraging powerful tools and recommendations.
You do it: You take the lead, embedding our widgets and experiences into your own digital channels for direct consumer engagement.

Together, these models ensure your marketplace is always active, connecting consumers, agents, and brands at every stage of the journey.

Engagement Models

The Engagement Capability supports three primary approaches, allowing you to choose the best fit for your business and customers.

| Engagement Model

Who Performs Engagement

Channels Used

Typical Outcomes

| | --- | --- | --- | --- | |

We do it

Our platform

WhatsApp, Email, SMS, and other supported

Automated, timely, branded communications that drive consumers to book via your storefront.

| |

Your agents do it

Your agents

Agent Portal (on-behalf-of tools)

Agents engage and book for customers, using personalised recommendations.

| |

You do it

You (the partner)

Your website, apps, campaigns, widgets

Direct engagement via your digital properties, with embedded booking and email widgets.

Each model can be used independently or in combination, ensuring you always have the right tools to engage your audience.

How Features and Interfaces Power the Engagement Capability

Communications Engine

What it does:
Our Communications Engine orchestrates automated, data-driven messaging to consumers throughout their journey. Using the data you provide (via webhooks or other demand ingestion services), we send timely messages on WhatsApp, SMS, and Email, always using your brand and domains.

How it supports engagement:
It ensures consumers receive relevant communications at the moments they are most likely to book, deep-linking them back to your branded storefront.

Partner & consumer benefits:

Drives higher conversion by reaching consumers at optimal times.
Maintains your brand presence in every message.
Reduces manual effort for your team.

Value summary:
Automated, branded communications that boost engagement and bookings.

Agent Portal

The Agent Portal lets sales agents, concierges, and similar roles create and manage bookings on behalf of consumers.

Portals reflect the brand configuration of a Channel, ensuring a cohesive, tailored user experience. Agents can book and manage a consumer’s itinerary by searching in various ways.

How it supports engagement:
Agents can proactively reach out to customers, answer queries, and complete bookings—all within a single, intuitive interface.

Partner & agent benefits:

Empowers agents to deliver tailored service.
Increases booking rates through agent-led engagement.
Streamlines workflows for your team.

Value summary:
A powerful hub for agent-driven consumer engagement and bookings.

Widgets

Embeddable Widgets allow you to showcase personalised, real-time travel experiences within your own digital channels without building a full storefront or deep integration. These widgets are fully hosted by us and automatically reflect your Channel’s branding and configuration.
Our JavaScript and image widgets can be embedded in your websites, apps, or campaigns, enabling seamless consumer engagement and conversion within your own digital properties.

How they support engagement:
Widgets allow you to integrate booking and communication flows directly into your consumers' journey, keeping the experience on-brand and frictionless.

Partner & consumer benefits:

Quick to implement and easy to customise.
Keeps consumers within your ecosystem.
Enhances conversion by reducing the steps to book.

Value summary:
Flexible tools to embed engagement and booking wherever your consumers are.

Brand Management

Brand empowers you to deliver a seamless, consistent brand experience across every customer touchpoint on our platform. Whether you manage one or multiple channels, each representing a unique brand, our platform ensures your identity is reflected everywhere from storefronts and portals to emails and vouchers. This capability helps you build trust, recognition, and loyalty with your customers and partners.

How it supports engagement:
All communications, interfaces, and experiences are tailored to your branding, building trust and recognition with your customers.

Partner & consumer benefits:

Consistent brand experience across all channels.
Strengthens customer loyalty and trust.
Differentiates your marketplace in a crowded landscape.

Value summary:
Full control over your brand, everywhere your customers engage.

Summary

Our Engagement Capability unites automated communications, agent-led interactions, and partner-driven engagement into a single, cohesive solution. With flexible models and powerful features, you can attract, retain, and convert more customers while always maintaining full control of your brand.

By connecting consumers, agents, and your brand at every touchpoint, our platform helps you build stronger relationships and maximise marketplace performance.

Support / Questions

If you need further customisation or have questions about implementing these capabilities, please reach out to your account manager or our support team.