TeeTravel Success Story
How TeeTravel turned a shared phone into a WhatsApp channel its travellers trust
staff on one shared inbox, with 1 to 2 on the front line
enquiry types sorted by priority: travelling now, want to book, general
of manual lead entry removed by the CRM integration
Client: TeeTravel
Industry: Travel and tourism
Country: Spain
Solution: WhatsApp Business Platform, chatbots, shared inbox, CRM integration
Partner agency: Reinicia
Their story
TeeTravel is a Spanish travel agency and inbound tour operator. It has specialised in the Camino de Santiago since 2001.
Everything it sells is tailor-made: routes reshaped stage by stage, with hotels, private transfers, guides and a support vehicle to match. More than 40 staff and over 3,000 local partners across Spain and Portugal support that work, for thousands of travellers across the five continents. 2027 is a Xacobeo Holy Year, and the team expects to match or beat those numbers.
Their customers moved to WhatsApp before they did
At first, WhatsApp was only for travellers already on the route: transfer times, a hotel they could not find, documents to resend.
Then customers stopped using email. Many said so directly: nothing reaches me by email, can you send it on WhatsApp instead? TeeTravel added a WhatsApp button to its website, and most new enquiries started arriving there.
The problem was how those messages were handled. Everything ran on a standard WhatsApp account, and 20 to 40 messages came in every day.
Whoever had the account linked at the time was the person answering, and it kept changing. To pass a conversation to a colleague, one person had to unlink, then the other had to link the device, register on WhatsApp, and only then write back. Nobody could assign a conversation or see who was handling it.
Nothing reached TeeTravel’s CRM either. The whole pre-sale conversation stayed outside it. Leads were typed in by hand.
Bots that decide who gets answered first, and a CRM that sees the whole conversation
TeeTravel went looking for a connector that could do two jobs: manage the conversations, and feed the CRM with all the data without getting in the way of sales. As a Meta Business Partner and WhatsApp Business Solution Provider, we covered both. Reinicia, one of our partner agencies, built the chatbots with them. That collaboration mattered, because nobody in the marketing team had worked with chatbots before.
Three changes transformed the daily work:
- The chatbots sort the queue before anyone opens it. A virtual assistant greets the traveller, identifies itself as a bot, and asks what they need: a new quote, a question about a booked trip, or a general enquiry. It guides them to a clear close: we have logged your enquiry in our database, an advisor will get in touch with you.That first answer is what makes the difference. It tells the team who they are talking to, so they can decide how much attention each enquiry deserves. Someone travelling next week is not the same as someone asking about a trip for next year.TeeTravel set the order themselves: people about to travel first, then people who want to travel, and general enquiries last. Qualification and customer service both improved, because now they know exactly where each traveller stands.
- The shared inbox replaced the linked phone. Every agent works from their own computer, with their own assigned folder. Conversations are assigned and passed on with a note about what the traveller needs. One or two people now cover WhatsApp as the front line and escalate to the advisors and the bookings team once an enquiry is qualified, so the rest of the team carries on with their own work.
- The CRM integration creates leads and opportunities automatically. The conversation history stays in the CRM, so anyone can open a contact and see what they asked, what they were quoted, and whether they ended up booking.
Faster answers for travellers, and a team that knows who owns what
Quoting over WhatsApp is faster than quoting by email, because the traveller already has their phone in hand.
Email always came with uncertainty: whether it had been received, whether it had actually gone out, whether it had failed because the address was written wrong. On WhatsApp the team sees a much higher response rate, and it is far easier than over email for someone to come back after three or four days and say they are travelling with them. For Daniel, who sits across the whole process alongside the customer service and bookings teams, the reason is that the conversation never closes.
The immediacy of having WhatsApp is a kind of reassurance for the customer: they have read me, they are going to read me, the email is not going to get lost.
The average customer is 55 to 60 years old. That group does a lot of its communicating by email, but once they move to WhatsApp they pay much closer attention and become much more active. They no longer wait for the email, because they know someone will be there. Payments have started arriving through WhatsApp too, along with direct questions from people who had already sent the same thing by email.
With everything recorded in the CRM we can see at a glance the whole journey that person went through, and whether they ended up buying or not. That is something we could not see with regular WhatsApp.
The benefit nobody planned for
Internally, there is also a win nobody planned for. The integration with their CRM was one of the reasons TeeTravel chose WOZTELL, so the connection itself was expected. What surprised them was everything it swept away: creating the lead, and then creating the opportunity, steps that until then were always done by hand. Being able to read the WhatsApp conversations from inside the CRM itself was an added bonus.
The next steps are already on the table. TeeTravel wants chatbots in English so international customers can use the same channel, and it wants to move purchase management, which today runs entirely on email, onto WhatsApp, so the customer’s purchase record is created in the same place as the conversation. Beyond that, the team wants to bring AI into the automation and refine the process further for the new season.
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