Integrations
Connect and configure third-party integrations for your organization: automated WhatsApp messaging, and an AI Concierge that answers guests directly.
Sends automated WhatsApp messages to customers via the official Meta Cloud API. Three message types are available, each configured independently:
Tour Confirmation
Asks customers to confirm attendance before their tour. A Yes/No reply is recorded, and Yes automatically pre-checks the booking in.
Low/No Pay Verification
After the tour, asks customers flagged Low/No Pay whether they already paid. The reply is recorded for the guest's feedback record — it does not change the booking automatically.
No-Show Follow-up
After the tour, asks guests who didn't fully show up what happened — they can answer Running late, Changed plans, or I attended the tour. The reply appears on the No-Shows page next to the booking; it does not change the booking automatically.
Note: WhatsApp needs to be included in your organization's subscription before this tab appears. Once it is, connect your own WhatsApp Business number directly from here — no need to wait on TourMan support.
Connecting WhatsApp
Until a number is connected, this tab shows a single Connect WhatsApp button instead of the settings below — no Meta IDs, tokens, or App credentials to enter by hand. See How to Connect WhatsApp for the full walkthrough, including the phone number requirements and what WhatsApp actually charges for.
Rule Settings
Each message type has its own card with an Enabled toggle, an optional name for your own reference, and targeting to narrow which bookings it applies to.
Field
Description
Tours
Limit the rule to specific tours. Leave empty to apply to all tours.
Languages
Limit to bookings in specific languages. Leave empty for all languages.
Platforms
Limit to bookings from specific platforms. Leave empty for all platforms.
Fallback language
Used when a booking’s own language has no template configured — see Message Templates below.
Tour Confirmation trigger
Send at hour
The hour of day (24h format) messages are sent, in your organization’s tour timezone.
Days before tour
How many days before the tour date the message goes out (0 = same day).
Max people on the slot
Skip slots that already have this many or more people booked.
Low/No Pay Verification trigger
Hours after tour start
How many hours after the tour's start time to send the message. Sent independent of check-in status, and only within 24 hours of that time — enabling or changing a rule never messages guests about older tours.
No-Show Follow-up trigger
Hours after tour start
How many hours after the tour’s start time to send the message. Sent only within 24 hours of that time, so enabling or changing a rule never messages guests about older tours.
Applies to
All no-shows, only full no-shows (nobody from the booking checked in), or only partial ones (some did). Create one rule for each to send different templates to full and partial no-shows.
A booking counts as a no-show by the same rule as the No-Shows page — children only count if your organization counts children in capacity. Guests who already declined (a No on the Tour Confirmation, or "Won't attend" set by hand) are skipped.
Message Templates
Each rule can have one Meta-approved template per language. A booking is matched to the template for its own language, falling back to the rule's Fallback language (or the first template, if the fallback isn't set up either) when there's no exact match.
Templates themselves — their text and the quick-reply buttons (Yes/No, Paid/Not Paid, or three answers for No-Show Follow-up) — are created and approved in Meta Business Manager. TourMan only needs the approved template's name and knows how to fill in the variables below. See Message Templates for how to build one from scratch, for each message type.
Available Template Variables
When building a template in Meta Business Manager, any subset of these named variables can be used in the message body — only the ones actually present in the approved template get filled in.
Variable
Value
{{tour_name}}Tour name{{date}}Tour date{{time}}Tour time{{name}}Customer's name{{email}}Customer's email{{adult_count}}Number of adults booked{{children_count}}Number of children booked{{meeting_point}}Tour meeting pointHow Responses Are Handled
When a customer taps a quick-reply button, TourMan records the response against the original message. For Tour Confirmation, a Yes/No reply also sets the booking's pre-check-in status, visible on the booking card and in the check-in details. For Low/No Pay Verification, the reply is a self-reported answer from the guest — it's recorded for staff to review, not applied to the booking automatically. No-Show Follow-up works the same way — the answer is shown on the No-Shows page, and a guest who says they attended is flagged there as disputed.
Free-text replies from guests — and manually replying to them yourself — happen in a separate app, Chatwoot. See WhatsApp Inbox for how to log in, add teammates, and reply to conversations.
AI Concierge
A separate feature from the automated messages above: instead of sending fixed templates, it reads a guest's incoming WhatsApp message and writes a real reply, using your own Anthropic API key — usage is billed to that key, not shared across organizations.
Field
Description
Enable AI Concierge
The on/off switch. While off, incoming messages aren't answered by it at all.
Share guide details with guests
Off by default. When on, the concierge can tell a guest the first name and phone number (if the guide added one in their Account) of the confirmed guide on their booking's tour — only when the guest asks about their guide, and only for their own booking. Guides who haven't confirmed yet, and guides without a name, are never shared.
Anthropic API Key
Your own key, from your own Anthropic account. Encrypted before it's stored — never kept in plain text. The field shows a placeholder afterward rather than the key itself, and leaving it blank on a later save keeps the one already stored.
Business context
Free-form text: FAQ, tone of voice, policies — anything the concierge should know when answering. No required structure, just plain language.
Contact phone / Contact email
A last-resort human contact, only used for a manually-added booking that has no external platform to redirect the guest to. If left blank and this case comes up, the concierge hands the conversation to your team instead.
Instagram / Facebook / YouTube / TikTok
Optional social links — fill in any subset you use. The concierge only brings these up when a guest actually asks about your socials, and only mentions the ones you've filled in.
Rate limits (per guest — burst / per guest — daily / organization — daily)
Caps on how many messages the concierge answers: per guest phone number (a short burst window, and a rolling day), and for the whole organization (a rolling day). Leave any blank to use the recommended value — 8 messages/10 minutes, 30/day per guest, 300/day for the organization. Once a limit is hit, the concierge stops answering (no AI reply, no cost) and raises the conversation to Urgent priority for your team instead.
Test phone numbers
While set, the concierge only replies to these numbers — every other conversation is left alone. Clear the list once you're confident to go live.
Beyond the business context, the concierge can look three things up live while replying:
The guest's own upcoming bookings
Matched by the WhatsApp number they're messaging from, so it can answer "what did I book" or "can I bring more people" without them repeating their booking details. With Share guide details with guests on, each booking also includes its confirmed guide's first name and phone.
Availability for a tour
Remaining capacity on upcoming slots for one of your tours, to answer "is there room for 2 more" or "what other dates are free."
The day's schedule, across every tour
For a broad "what's on today" or "what do you have tomorrow" — not tied to one tour the guest already named.
All three lookups are read-only and scoped to upcoming bookings only — the concierge can't modify a booking or send a message on its own initiative; it only replies when a guest writes in.
Note: the concierge runs on the same WhatsApp/Chatwoot connection as the messages above — connect WhatsApp first. Any team member can take over a conversation from it at any time in Chatwoot — see WhatsApp Inbox.