Can my staff manage customer enquiries together and see who is handling each one?

Yes, travel agency software can help your staff keep customer enquiries in one place and make it clear who is responsible for each request. This can reduce missed follow ups and prevent two people from replying to the same customer without knowing what the other person has done.

An enquiry may include the customer's travel dates, destination, preferences, notes and the options already discussed. Staff can usually update its progress as they prepare a quotation, wait for a reply or turn the enquiry into a booking. The exact workflow depends on the features included in your plan, and some systems may require staff to update the status themselves rather than changing it automatically.

Access can also depend on how staff roles are set up. A team member may be able to view all enquiries, only enquiries assigned to them or enquiries belonging to their branch. Notifications and reminders may be available, but their timing and delivery can depend on the chosen settings and communication service, so they should not be treated as a guarantee that every customer will be contacted.

Before choosing your setup, check how enquiries are assigned, which notes are visible to each staff member and whether unfinished requests can be found quickly.