Fareply

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Complete guide for travel agencies

Fareply puts WhatsApp, Instagram, Messenger, your website chat and email in one inbox, and drafts every reply for your team: prices from the tables you approved, answers from the texts you approved, in the traveller's language. This guide takes you from an empty account to your first automatic quote.

Download this guide as a PDF (A4, for printing or sharing with your team)

How Fareply works

A traveller writes on WhatsApp: "How much is the Cappadocia 3 days tour for 2 adults and our daughter (7) on 14 May 2027?". About ten seconds later the reply is waiting in your inbox, with the price for two adults and the child, taken from your approved price table. Someone on your team checks it and presses Send.

The Fareply inbox: conversations from WhatsApp, Instagram and the website chat on the left, and a WhatsApp conversation with a suggested price reply on the right.
Every channel in one inbox. The suggested reply sits ready under the traveller's message.

Three rules decide what Fareply may say:

Before you start

Every new agency starts with a 14-day free trial with Pro features and 500 AI replies, no card needed. Owners choose a plan on Billing; see plans, AI replies and invoices.

The Overview page with counters for waiting conversations, suggestions used, tours with live prices and approved policies, the latest conversations, a setup checklist and the connected channels.
The Overview page shows the setup checklist and ticks each step as you finish it.

Step 1: Your agency profile

Open Agency profile. Add your name as travellers should see it, website, phone, email, logo, brand colour, time zone and main currency. The name, logo and colour appear in your website chat; the legal name, address and tax number go in the footer of your quote PDFs.

The Agency profile page with logo upload, a preview of the website chat, and fields for name, website, phone and email.
The preview shows how the top of your website chat will look.

Step 2: Import your rate sheet

Open Catalog and prices and choose your file under Import a price list. PDF, Excel (.xlsx), Word (.docx), PNG and JPG work, up to 20 MB. Fareply reads it in a few minutes and the status changes to Ready to review.

The Catalog and prices page with the import box, a list of uploaded price lists with their status, and the tours with their live price status.
Uploaded price lists at the top, your tours and their live prices below.

Open the file to review it. Every price is shown next to the exact text it came from in your document, with the page number.

The review page: 10 prices found, 8 passed every check, 2 need your eyes. The two single-room rows are not ticked and show a warning with a one-click fix.
Rows that passed every check are ticked. Rows with a warning are not: compare them with your document first.

Click Create drafts. Policies found in your document, such as cancellation terms, are added as drafts to Policies and FAQ. More detail: upload a rate sheet and approve prices.

Step 3: Approve prices and test a quote

Nothing goes live until an owner approves it. Open each tour from Catalog and prices, check the draft table and click Approve.

A tour's price tables with version 1 in Draft status and an Approve button.
A draft waiting for approval. Until then this tour is never quoted.
A tour's price tables with version 1 Live, approved by the owner, with 2 prices, 1 child price and 1 extra.
After approval the table is Live, with who approved it and when.

Use Test a quote on the tour page to see exactly what a traveller would be quoted. Enter a date, the number of travellers (children included) and the children's ages.

Test a quote for 14 May 2027, 3 travellers with a child aged 7 in a double room: EUR 1,323 total, 2 adults EUR 980 and the child EUR 343.
Two adults and a child of 7 in May: the high-season price, with the child at 70% of the adult price.

Approved tables cannot be edited, so every quote can be traced to the version it came from. To change prices, click Start from the live version, edit, save the draft and approve it. The new version replaces the old one.

Step 4: Policies and FAQ

Questions that are not about price ("Can I cancel?", "Is lunch included?") are answered only from texts an owner approved. Open Policies and FAQ, approve the drafts found in your rate sheet, and add your own: choose Policy, FAQ or Pricing rule, write the topic and the text exactly as travellers should read it, then Add as draft and Approve.

Policies and FAQ: a form to add a text, one FAQ draft about hotel pick-up time waiting for approval, and two approved policies about cancellation and what is included.
Drafts at the top, approved texts below. Only approved texts are used in replies.

Every number in an answer must appear in your text or in the traveller's message, and an answer that mentions money is stopped and handed to a person. More: policies, FAQ and the Reply tester.

Step 5: Connect your channels

Open Channels (owners). Connect the places your travellers already write to you:

The Channels page with a website chat and its install code, WhatsApp and Instagram connected, and buttons to connect WeChat, Telegram, email and LINE.
Each channel lands in the same inbox with the same checked replies.

Step 6: Try the Reply tester

Before travellers do, write a question the way a traveller would in Reply tester and click Draft reply. You see the exact reply, the prices and policies it used, and every check. Nothing is sent, and tests do not count toward your AI replies.

The Reply tester with a traveller question about Cappadocia for 2 adults and a child, the drafted reply with the price breakdown, the price table used, and the list of checks.
The reply, the price table it used (version and source), and the checks it passed.

Try the questions you get most, in the languages you get them. If Fareply hands over where you expected an answer, the checks tell you what is missing: a season, a room type, a child price or a policy.

Step 7: Invite your team

On Team, owners invite colleagues by email as Agent or Owner. Agents answer travellers and prepare drafts; owners also approve prices and policies, manage channels, automatic replies and billing.

The Team page with an invitation form and two members: the owner, active, and an agent, invited and not signed in yet.
Each person signs in with their own email, so every reply and approval shows who did it.

Keep at least two owners so approvals never wait. More: team and roles.

Working in the inbox

Open a conversation. When Fareply has a suggestion, it is already in the reply box. Check it, edit if you like, and press Send (or Ctrl+Enter). Nothing is sent until you do, unless you switch on automatic replies.

A suggested price reply with the Why list open: language detected, tour matched, date in an approved season, group size matched, price from approved table v1, children priced by approved child prices, price check passed.
Open Why to see how the price was found: tour, season, group size, table version and the price check.

Tools under the reply box:

The Saved replies page with three replies: ask for passport names, office hours and thanks for booking, each with a shortcut.
Saved replies for what your team writes again and again.

Policy questions are answered from your approved texts, and the reply names the text it used:

A website chat question about cancelling, with a suggested answer from the approved cancellation policy and three checks passed.
"Answered from approved policies: Cancellation". The wording is yours.

Travellers get replies in their own language. Your prices and tour names stay exactly as approved:

A WhatsApp question in Spanish about the Cappadocia tour and the reply sent in Spanish with the price per person and the total.
A question in Spanish, answered in Spanish.

When Fareply hands over to a person

When a message needs a decision, Fareply suggests a short holding reply ("A colleague will reply shortly") and shows why under Why. These replies are never sent automatically.

A request for a group discount with the suggestion Hand to a person and the Why list: needs a person, asks for a discount.
A discount request always goes to your team.

Always for a person: bookings, discounts, complaints, refunds, special needs and custom itineraries. Some hand-overs you can fix, for example a missing season or a child price; the full list is in why a reply was handed to a person.

From quote to booking

  1. The traveller says "please book". Fareply hands over: you check availability and reserve in your own booking system as usual.
  2. Click Booked? on the conversation. It records the last quoted total, so reports show real conversions.
  3. Click Booking ref, paste the reference from your booking system and choose Confirmed. Fareply writes the confirmation in the traveller's language; check it and send.
An Instagram conversation marked Booked EUR 1,323 with booking reference TCT-27-0418 confirmed and sent, and the confirmation message with tour, date and number of travellers.
The booking bar shows the reference, its status and when the confirmation was sent.

Your booking system can also send references to Fareply on its own. See booking references and confirmations.

Switch on automatic replies

Every reply type starts as Suggest only. We recommend two weeks like that. On Automatic replies, each type shows how often your team changed the suggestions; it says Ready for automatic after 20 reviewed suggestions with 10% or fewer changed.

The reply types table: price quotes, policy answers and asking for details, each with Off, Suggest only and Automatic, the counts for the last 30 days and how many more reviewed suggestions are needed.
Switch each type separately. "Hand to a person" is never automatic.

Automatic replies say an AI assistant wrote them, stop for 24 hours when a colleague replies in the conversation, and Pause all automatic replies stops everything at once. More: automatic replies.

Overview and reports

Overview is your start page: what is waiting, how much of the AI's work your team used as written, and the latest conversations. Reports shows how fast your team answers, quotes sent, bookings and their value, per channel and per teammate.

The Reports page with conversations, median first reply time, satisfaction, open conversations, quotes sent, bookings, value quoted and value booked.
Quotes and bookings are measured from your real replies and the conversations marked as booked.

A normal day with Fareply

  1. Morning: open the Inbox, filter Unassigned, and send or edit the suggestions waiting from the night.
  2. All day: check each suggestion and send. Take over hand-offs yourself.
  3. When someone books: Booked?, then Booking ref, then send the confirmation.
  4. When prices change: start a new version of the table from the live one and approve it. Replies use the new prices from that moment.
  5. When a question keeps going to a person: add the answer on Policies and FAQ, approve it, and check it in the Reply tester.
  6. Once a week: look at Reports and the Automatic replies readiness. Switch a type to Automatic when it is ready.

Questions and problems

Fareply did not suggest a reply

Check that the reply type is not Off on Automatic replies, that your trial or plan has AI replies left (Billing), and that the message came from a traveller. Click Draft with AI to ask again.

The price in the reply is wrong

The reply always uses the approved table. Open the tour, use Test a quote with the same date and travellers, and check the season and room type. Fix it in a new version and approve it.

The reply was handed to a person, but I expected a price

Open Why. Common reasons: the date is outside your seasons, the room type or a child price is missing, or the tour has no approved table yet. See why a reply was handed to a person.

"The AI draft was blocked"

The price check found an amount that did not come from your table, so the draft was never shown or sent. Write this reply yourself. If it happens often for one tour, tell us from Help and support.

A colleague cannot approve prices

Only owners approve prices and policies. An owner can change their role on Team.

Can I keep using my own booking system?

Yes. Fareply never books anything itself. You book as usual and add the reference in the conversation, or let your system send it.