Learn how travel and leisure teams can set up Crisp to support travelers before booking, before departure, during their stay, and after their return.

Travelers need different help when comparing options, preparing to leave, or following up after a visit. This guide covers a practical setup for accommodation, travel agencies, and activities. Your booking system remains the source of truth for availability, prices, and reservations.

In this guide:

• Travel and leisure at a glance → where Crisp fits into your support process
• Recommended setup → channels, team availability, approved answers, and Hugo
• Optional: extend your setup → booking integrations and proactive messages
• Common travel and leisure workflows → practical examples across the traveler journey
• Before going live → checks for channels, data, languages, and handoffs
• Next steps → resources to continue your setup

Travel and leisure at a glance

Crisp helps your team answer booking questions and assist travelers from the same Inbox.

Crisp can help travel and leisure teams:

• Centralize conversations → handle website chat, email, WhatsApp, and connected social channels together
• Keep useful context close → give agents the relevant booking, property, activity, and travel dates
• Make practical information easy to find → publish answers customers can use before and during their trip
• Organize international support → route requests to the right team and help agents communicate across languages
• Automate repeated questions → use Hugo for frequent questions, with clear human handoffs

Recommended setup

Start in Crisp with this path: connect channels → prepare your team → prepare approved answers → configure and test Hugo. You can start without a booking integration or advanced automation.

Plan requirements: Support email and Hugo AI Agent are available from Mini. The knowledge base, automatic operator assignment rules, sub-inboxes, LiveTranslate, and Automated Campaigns require Essentials or Plus. Hugo usage is subject to your plan's included AI credits and any configured additional usage. See plan features and limits and Hugo credits and billing.

Connect your support channels

Install the chatbox on listing, activity, booking, and customer account pages where help is needed. For externally hosted booking pages, check whether installation is allowed.

Connect your support email, WhatsApp Business, and relevant social channels, such as Instagram DMs.

Prepare your team

Invite your team, configure availability, and prepare an out-of-office reply with support hours, timezone, expected response time, and your contact outside those hours.

Prepare the information travelers ask for most

Prepare approved FAQs and practical information for Hugo. On Essentials or Plus, publish a knowledge base travelers can browse and agents can share.

Good first topics include:

• Booking essentials → included services, booking conditions, and accepted payment methods
• Getting ready → directions, meeting points, departure times, required equipment, and preparation checklists
• On-site information → check-in and check-out, available services, and useful contacts
• Specific needs → accessibility, children, pets, and activity participation requirements
• Changes and cancellations → applicable conditions, how to request a change, and refund expectations

Separate policies by property, destination, or activity. Assign an owner to keep seasonal information and opening hours current.

Configure and test Hugo

Train Hugo on approved articles and FAQs. Use Instructions for tone and behavior, and Hugo Routing for handoffs involving complaints, sensitive situations, or unresolved requests.

Start with practical answers and ask travelers for the details your team needs, such as the property, booking reference, or request type. Ask for clarification or hand off to a human when needed.

Before activation, use AI Agent → Evaluate → Playground to test typical questions, unanswered questions, and your main customer languages. Test actual handoffs separately on your connected channels.

Add the right traveler and booking context

Keep long-term traveler details on the contact profile, and use conversation data for the specific booking or request being discussed. This is a useful way to organize custom data.

For travelers with several reservations, confirm which booking is being discussed. Update or clear old context when the subject changes; the last booking saved may not be relevant.

Use segments such as prospect, booked customer, VIP, or post-stay to organize requests, and keep them updated.

Organize multilingual support and urgent requests

LiveTranslate helps agents translate conversations and reply in the customer's language from the Inbox. Review important translations, especially times, meeting points, and policy details.

Use sub-inboxes and routing to separate requests by language, property, destination, or topic. Define a fallback owner when no matching team is available.

Optional: extend your setup

Add these options once the essential setup works and your team needs them.

Connect booking tools when live information is needed

Match the source to the information needed.

• Knowledge content → policies, directions, equipment lists, and general service information
• Live information → current availability, prices, booking status, or whether a specific change is possible

Retrieving live information in Crisp requires a configured connection to your booking system. Check whether your platform supports the data and actions you need before planning an integration. Your development team may need to build a custom connection.

Hugo Integrations can expose supported tools to Hugo. Limit their permissions, verify the traveler's right to access or change a reservation, and only confirm a modification after the connected system reports success.

To synchronize traveler and booking context, share the custom data implementation guide with your developer or integration provider.

Send useful messages at the right stage

Offer help on booking pages, share preparation information before arrival, or follow up after a visit. Use Automated Campaigns for event-driven chat or email messages.

Storing an arrival date alone does not configure a reminder; your setup needs an appropriately timed trigger. Use current booking data and account for changed or canceled bookings and the relevant timezone.

For other channels, use a supported sending method and follow the channel's messaging rules and applicable consent preferences. Test the audience, timing, and repeat behavior before activation.

Common travel and leisure workflows

Adapt these examples to your services and operating hours.

Before booking

Help customers choose the right service by answering questions about suitability, included services, payment methods, and booking conditions. Route requests needing personal advice to your team.

Activities and leisure example: Explain an activity's age requirements and equipment so the customer can choose a suitable experience.

Before departure or arrival

Help booked customers find directions, departure times, meeting points, and preparation instructions. Identify the relevant reservation before giving booking-specific details.

Travel agency example: Share the preparation checklist for the confirmed itinerary, and route requests about itinerary changes to the responsible agent.

During the stay or activity

Help travelers find practical information and route service issues to the responsible team.

Accommodation example: Use the booking reference and property to route late-arrival or room-access questions to the correct reception team, following your guest verification process.

After the trip or visit

Answer follow-up questions, explain refund timelines, and collect feedback. Route complaints and unresolved cases to a human with the booking context and previous steps included.

Before going live

Test the complete journey in your main customer languages, including outside support hours.

Check the following:

• Channels and availability → send and answer test messages on every connected channel; verify hours, timezone, and out-of-office replies
• Knowledge and languages → confirm practical information and policies are approved, current, and understandable in your main languages; if using a knowledge base, check that the articles are published
• Hugo and handoffs → test missing answers, complaints, and booking changes; confirm a human receives the conversation with useful context
• Booking data → check the correct reservation, dates, property, and language, including travelers with several bookings
• Optional integrations and messages → if enabled, test unavailable booking tools, failed actions, canceled reservations, reminder timing, and duplicate sends
• Urgent requests → verify that travelers can find the appropriate assistance contact without relying on a chat response
• Data minimization → collect only necessary context; use approved secure processes for passports, identity documents, and payment information instead of requesting them in chat

Next steps

Start with reliable channels, practical knowledge, and clear ownership. Expand automation using the questions travelers actually ask at each stage.

Helpful resources to continue:

• Getting Started With Crisp for Customer Support
• How does Hugo Routing work
• How to connect integrations to Hugo AI Agent
• How to use Automated Campaigns
• Getting started with Custom Data

Updated on: 28/10/2026