Concierge Leads

When a visitor chats with the AI Concierge on your website, the conversation is distilled into a structured planning brief and delivered straight to your team. The Concierge Leads page is where you triage those briefs and respond.

Overview

Open Concierge Leads in the sidebar (Operate group). Briefs arrive automatically — there is nothing to import. The page is organized into tabs with live counts:

Needs Review — New briefs nobody has picked up yet
In Progress — Briefs someone is actively working
Responded — Briefs you have answered
Archived — Briefs you have set aside
All — Everything in one list

Concierge Leads page with the Needs Review / In Progress / Responded / Archived / All tabs showing live counts, and a list of brief cards

Reading a Brief Card

Each card summarizes a brief at a glance:

Visitor & Status — The visitor’s name and a status badge; a red “No contact” badge appears when the visitor left no contact info, and a revision number when the visitor updated their brief
SLA Badge — Shows overdue when the committed response time has passed, soon when 2 hours or less remain, and met once you’ve responded
Contact Details — How to reach the visitor
Trip Facts — Travelers, dates (or a travel window), destinations, and comfort level
Summary & Chips — A short summary plus chips for interests and any dietary, mobility, religious, or medical constraints

Screenshot: A single brief card showing visitor name, status and SLA badges, contact details, trip facts (travelers, dates, destinations, comfort level), summary, interest chips, and constraint chips

Moving Briefs Through the Flow

Each status offers the next steps directly on the card:

Needs review → Start review or Archive
In progress → Mark responded or Archive
Responded → Reopen or Archive
Archived → Reopen

SLA Tip: The SLA clock stops when you mark a brief responded — not when you start reviewing it. Keep an eye on the “soon” badges to stay inside your committed response window.

The Details Drawer

Open a brief to see everything the Concierge captured:

Full Contact — Preferred channel, timezone, nationality, and language
Trip Details — Including origin city and international flights
Preferences — Must-see and must-avoid lists
Constraints — Dietary, mobility, religious, and medical needs
Response Window — The committed-by time, shown in Cairo time and the visitor’s local time
Chat Transcript — The full Concierge conversation as chat bubbles, plus metadata

Screenshot: Details drawer open on a brief: full contact section, trip details, preferences, constraints, response window in two timezones, and the chat transcript rendered as bubbles

Turning a Brief into an Itinerary

The drawer footer has a Create itinerary button that builds an itinerary directly from the brief. It is safe to click once — it will not create duplicates, and afterwards it becomes View itinerary (CODE) linking to the itinerary it created. When the visitor is linked to a client record, a View client button appears alongside it.

Screenshot: Details drawer footer showing the Create itinerary button (and the View itinerary state after creation) plus the View client button

From there, continue in Itineraries to price and refine the trip, and use Communication to reply to the visitor on their preferred channel.

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