FAQs & instructions

Your policies, answered the same way every time

Teach the agent your policies once, and it answers like your team

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Written once, like briefing a new employee.

Internal memo

Instructions for Nour, our new agent

To
Nour, AI agent
From
Horizon Travel management
Re
How we answer customers

1 · Questions we hear every day

Cancel 21 days or more before departure: the deposit is refunded in full.

Umrah papers: passport valid 6 months, 2 photos, vaccination certificate.

2 · How we work

Umrah instalments: 30% deposit, the rest over 6 months, no interest.

A booking is confirmed only after the deposit is paid.

3 · Pass the chat to us when

the customer asks for a person, or it's a group of more than 10.

4 · Never

Never promise a discount that isn't in the package.

Never confirm visa appointment dates.

Office hours: Sat–Thu, 10:00–18:00

Management
Read & understoodNour

The problem

Three employees. Three different answers.

Ask three employees about the cancellation policy and you get three answers, and one wrong promise about a refund or a visa costs you money and trust.

If I cancel, do I get my deposit back?

Ahmed, sales

Yes of course, always refunded.

Reem, front desk

Half of it, I think?

Tarek, new hire

Let me ask the manager and get back to you…

Nour, every time

Fully refunded if you cancel 21 days or more before departure. After that, we can move your trip to another date.

From your FAQ: Cancellation

Try it

Ask it what your customers ask

Pick a question. Watch the agent find your official answer, then say it in the customer's own words and dialect.

A customer asks…

Nour's knowledge · FAQs6 active
  • PaymentCan I pay in instalments?
  • CancellationDo I get my deposit back if I cancel?
  • DocumentsWhat documents do I need for Umrah?
  • VisasIs the visa included in the price?
  • BookingWhen is my booking confirmed?
  • GeneralWhat are your office hours?
Can I pay for the Umrah trip in instalments?

Checking your FAQs

When a customer asks whether they get their deposit back after cancelling a Georgia trip, the agent doesn't improvise. It takes your cancellation answer, explains it in natural words and in the customer's dialect, then moves the conversation forward, for example by offering to move the trip to another date. Ask it about the documents needed for Umrah at two in the morning, and it gives the same answer your most experienced employee would give at noon.

Instructions

The rules it never breaks

Write the line once. Here's what an agent without your brief might say, and what Nour says instead.

01

Never confirm a booking before the deposit is paid.

Great, book me the Turkey trip on the 12th.

Would have said

Done! Your booking is confirmed.

Says instead

Lovely choice! I've noted your details. The booking is confirmed once the deposit is paid at the branch or by InstaPay. Shall I send the payment details?

02

Always mention that the visa isn't included in Dubai prices.

How much is the Dubai package?

Would have said

EGP 38,500 per person.

Says instead

EGP 38,500 per person for 5 nights with flights and hotel. The UAE visa isn't included, and we can issue it for you as a separate service.

03

Never promise a discount that isn't in the package.

Can you make it cheaper if I book today?

Would have said

Sure, 15% off just for you!

Says instead

The price is the same today, but groups of 4 or more get 5% off. Are you travelling with family?

04

Never confirm visa appointment dates.

Can you guarantee my Schengen appointment next week?

Would have said

Yes, you'll have it by Tuesday.

Says instead

Appointment dates are set by the embassy, so I can't promise one. I'll pass you to our visa desk to check the earliest slot.

What's inside

Everything a new hire would need to know

The knowledge base is where you tell the agent how your agency works. FAQs are the questions customers ask all the time, each with your official answer, grouped by category: payment, cancellation and refunds, documents, visas and booking. Instructions are free text you write the way you'd brief a new employee: instalment terms, group discounts, when to pass the chat to a person, and what it must never say or promise. Your working hours sit alongside, so the agent knows when the office is open.

Agent onboarding

Before the agent goes live

  • FAQs with your official answers, grouped by category
  • Free-text instructions, written like briefing a new employee
  • Handoff rules: when the agent should pass the chat to a person
  • A forbidden list of things it must never say or promise
  • Working hours the agent can share with customers
  • Switch any FAQ on or off without deleting it
  • Answers in natural words and the customer's dialect, not copy-paste

Set up in three steps

  1. 01

    Add your FAQs

    Start with what you hear every day: payment methods, cancellation policy, required documents and visa questions.

  2. 02

    Write instructions

    Brief the agent on offers, instalments, handoff situations and the things it must never promise.

  3. 03

    Check the answers

    Test as a customer, ask the tricky questions, and refine the wording until it answers like your team.

You stay in control

Pause an answer. Don't delete it.

You stay in control of what it knows. Only active FAQs are used, so you can pause an answer during a policy change without deleting it, and reorder questions to keep the important ones on top. Your instructions are followed as long as they don't break the core rules, so prices still come only from the catalog. A separate forbidden list covers what it must never do, such as promising a discount that isn't in the package or confirming visa appointment dates.

Core rules always win

  • No price that isn't in your catalog
  • No instruction can switch that off

Nour answers from 4 of 5 answers

  • Payment

    Can I pay in instalments?

  • Cancellation

    Refund policy, peak season

  • Cancellation

    Refund policy, last year

  • Documents

    What documents do I need for Umrah?

  • Visas

    Is the visa included in the price?

Tap a switch: stopped answers are ignored by the agent.

In real agencies

One line in the brief, a whole problem gone

Umrah agency with strict document rules

Pilgrims ask about passports, photos and vaccination certificates every single day. The documents FAQ lets the agent answer precisely each time, and one instruction tells it to hand off anyone with a special case, so the team only deals with the exceptions.

The line they wrote

Special cases (elderly pilgrims, visa issues): hand the chat to the team.

Agency offering instalments

Your instalment plan for Umrah programmes, a deposit followed by monthly payments, is written once in the instructions. The agent explains it the same way to every customer and never offers terms you don't actually give.

The line they wrote

Umrah: 30% deposit, then monthly instalments. Never offer other terms.

Agency changing its cancellation policy

Before peak season you tighten the refund rules. Update the cancellation answer once, and from then on every customer hears the new policy. No memo to the team, and no screenshot of the old policy circulating in chats.

The line they wrote

Cancellation answer updated: full refund only 30 days or more before departure.

Questions

Before you write your first FAQ

It uses your answer as the source and explains it naturally in the customer's dialect. The facts stay yours; the wording fits the conversation.

Works with

AI travel agentReplies in seconds, offers your real packages
Travel packagesUmrah, tours and trips with real prices
Travel servicesVisas, flights, hotels and transfers

Your brief · page 1

Brief your agent once. It follows it in every chat.

Start with five FAQs and three rules. Test it as a customer tonight.

Start freeSee the setup
SignedYour agency