Can my customers reach my team from the portal itself if they get stuck while booking?

Yes, your portal can give travellers a way to reach you while they are still on the page, and it is one of the simpler things to set up. The usual options are a contact or enquiry form, a chat window in the corner of the screen, a request for a call back, or simply your own phone number and support hours shown clearly in the header and footer. Which of these you get depends on your plan and on what has been enabled for your account.

Whatever you choose, the messages come to your team, not to anyone else, because the portal carries your brand throughout. It also helps to have the traveller's search or booking details travel with the message, so when someone writes in about a hotel or a fare, your agent can see what they were looking at instead of asking them to explain it again from the start.

Be realistic about what this can do. A chat window only helps while somebody on your side is there to answer, so it is better to show honest support hours than to leave a chat sitting unanswered overnight. Live chat, call back requests and messaging app connections are not always part of a standard setup and may need extra arrangement, and any tool of this kind is only as good as the response time behind it.

Decide first how you actually want customers to reach you and who will answer, then ask for that option to be enabled on your portal, and try it yourself as a traveller would to check the message arrives with your team quickly and with enough detail to act on.