Can I make a booking myself for a customer who phones me instead of using my website?

Yes. A white label portal is not only a public website, it normally comes with a back office where you and your staff can search and book on a customer's behalf, just as you would over the counter. The customer calls, you search the same flights or hotels the website would show, and you complete the booking under your own agency name.

Bookings made this way sit in the same place as the ones your customers make themselves. You see them in one list, with the same reference numbers, the same vouchers and the same tickets, so you are not left keeping two separate sets of records. You can also send the confirmation on to the traveller once the booking is done, so they still get their paperwork even though they never opened the website.

There are a few honest limits worth knowing. Some suppliers treat an agent booking and a customer booking exactly the same way, and others apply different rules, so what you are allowed to change or cancel afterwards depends on the supplier and the fare rather than on your portal. Payment is the other point. Over the phone you may need to collect the money in a different way, and what is available to you depends on your payment provider and your plan.

The sensible next step is to decide which members of your team should be allowed to book from the back office, ask which payment methods your plan supports for a booking taken over the phone, and then put one small booking through that way from start to finish so you know how it behaves.