Booking lifecycle
The AI walks through these steps automatically based on the conversation. It will not skip ahead — availability is always checked before validation, and validation is always checked before booking.AI actions
Each action below maps to a toggle in the FareHarbor settings. Disable any action to prevent the AI from using it.List Tours & Activities
List Tours & Activities
The AI retrieves all bookable items for the configured company. Each item includes a name, headline, and per-ticket pricing. This is usually the first action the AI calls when a customer asks what is available.
Check Availability
Check Availability
Given a specific tour and date, the AI looks up open time slots. Each slot includes the start time, remaining capacity, and per-ticket-type pricing. The availability and customer type rate identifiers returned here are required for all subsequent booking steps.
Validate Booking
Validate Booking
Before committing a booking, the AI confirms the selected time slot is still available and retrieves the exact price breakdown (subtotal, taxes, total). This guards against stale availability — a slot that was open seconds ago may have filled.
Create Booking
Create Booking
Confirms a reservation directly through the FareHarbor API. Requires the customer’s name, email, and phone number. FareHarbor sends a confirmation email to the customer automatically.
Get Booking
Get Booking
Looks up an existing booking by its UUID. Returns the current status (booked, cancelled, rebooked), confirmation details, and whether the booking is still eligible for cancellation.
Cancel Booking
Cancel Booking
Cancels an existing booking by its UUID. FareHarbor applies a grace period after creation — the AI checks
is_eligible_for_cancellation before attempting to cancel.Get Payment Link
Get Payment Link
Generates a FareHarbor payment link the customer can open to review their booking details and complete payment. This is the recommended booking path — the customer handles payment on FareHarbor’s hosted checkout rather than providing card details in the conversation.
Send Payment Link via SMS
Send Payment Link via SMS
Sends the payment link to the customer’s phone number via SMS. The AI composes a short, friendly message in the customer’s language and appends the payment link automatically. Useful during voice calls where the customer cannot click a link.
Managing AI actions
Control exactly which actions your AI agent can perform from the FareHarbor settings in your OpenCX dashboard.| Action | Default | What it controls |
|---|---|---|
| List Tours & Activities | On | AI can show customers what is available |
| Check Availability | On | AI can look up open time slots for a date |
| Validate Booking | On | AI can confirm pricing before committing |
| Create Booking | Off | AI can complete a reservation directly |
| Get Booking | On | AI can look up existing bookings |
| Cancel Booking | On | AI can cancel a booking on behalf of the customer |
| Get Payment Link | On | AI can generate a self-service payment URL |
| Send Payment Link via SMS | On | AI can text the payment link to the customer |
Payment links
Payment links are the recommended way to handle bookings. When the AI generates a payment link:- The customer receives a URL pointing to FareHarbor’s hosted checkout.
- The checkout page shows the selected tour, time slot, pricing, and a payment form.
- The customer completes payment directly on FareHarbor — no card details pass through OpenCX.
- FareHarbor sends the confirmation email.
Good to know
Company resolution
Company resolution
If you selected a default company during setup, the AI uses that company for all bookings without asking the customer. If you chose Auto-detect, the AI resolves the company from your affiliated companies list. When multiple companies are affiliated, the AI may ask the customer which company they mean.
Connection resolution (multi-location orgs)
Connection resolution (multi-location orgs)
If you have more than one FareHarbor connection configured, every tool call includes a
location parameter identifying which connection to use. The AI resolves this automatically whenever the customer’s request matches a specific connection (for example, the customer names a brand, region, or company that maps to one connection). If the request is ambiguous, the AI asks which location or brand the customer means before proceeding.Per-action toggles apply to each connection independently — you can allow bookings on one connection while keeping another read-only.Pricing format
Pricing format
FareHarbor returns prices in cents. The AI converts to dollar format (e.g. $45.00) before presenting to customers. Tax breakdowns are shown when the AI validates a booking.
Related Documentation
Connect FareHarbor
API keys, sandbox mode, and Test & Connect.
Troubleshooting
Connection failures, missing availability, SMS issues.
Chat
How booking conversations work in chat.
Voice
How booking conversations work on calls.