Reply strategies

The single biggest lever on conversion is speed. Travellers compare three or four operators in the same hour. Whoever replies first usually books the deal.

Target: reply within 60 minutes

Operators who reply within an hour book about three times the rate of operators who reply same-day. We surface this metric in your analytics.

Channel order

Use this order:

1. WhatsApp. Click the WhatsApp button on the enquiry card. Greet by name, reference the package title, ask one clarifying question (group size, exact dates, dietary needs). Keep it under 5 lines.
2. Email follow-up. If WhatsApp goes unread for 24 hours, send a polite email recap with the package PDF attached.
3. Phone call. Only if the traveller has shared a number AND you have a real quote ready. Cold-calling the enquirer kills conversion.

Opening template (WhatsApp)

Assalamualaikum {name},

Thank you for your interest in our {package title} package on TourDock. I would love to help you plan this trip.

One quick question: how many travellers in your group, and any specific dates in mind?

Reference: {enquiry code}

Pricing

Quote a real number within 24 hours. If you cannot, send a holding message: "I am checking availability with the hotel for those dates and will revert by tomorrow morning." Silence is the worst signal you can send.

After they book

Mark the enquiry as Booked in the pipeline. Add a final note ("WhatsApp confirmation 2026-08-12, deposit received"). Your analytics now reflects the closed deal — and TourDock surfaces operators with high booking rates higher in search.