How booking conversations work on calls
When a customer calls and asks about booking a tour or activity, the AI follows the same structured booking flow — adapted for a spoken conversation. The AI speaks naturally — reading tour names, available times, and prices aloud — and asks clarifying questions when needed (“Which date would you like?” or “How many adults?”).What the customer hears
- Tour options — The AI reads available tours by name with headline descriptions and per-ticket prices.
- Time slots — After the customer picks a tour, the AI reads open dates, times, and remaining spots.
- Pricing confirmation — The AI confirms the total including taxes before proceeding.
- SMS with payment link — Since the customer cannot tap a link during a call, the AI sends a text message containing the payment link to the customer’s phone number.
Channel-specific details
Payment links delivered via SMS
Payment links delivered via SMS
During a voice call, the customer cannot click a link. The AI uses the Send Payment Link via SMS action to text the FareHarbor checkout link to the customer’s phone. The SMS includes a short, friendly message composed by the AI in the customer’s language, with the payment link appended.
Phone number collection
Phone number collection
If the customer’s phone number is already known from caller ID, the AI uses it for SMS delivery without asking. If the number is not available, the AI asks the customer for their phone number before sending the payment link.
Direct booking on call
Direct booking on call
When the Create Booking action is enabled, the AI can confirm a reservation during the call itself. It collects the customer’s name, email, and phone number verbally, then creates the booking. FareHarbor sends a confirmation email to the customer.
Multiple FareHarbor connections
Multiple FareHarbor connections
If your organization has more than one FareHarbor connection (for example, different locations or currency accounts), the AI picks the right one automatically based on the customer’s request. If a customer names a brand, region, or tour that maps clearly to one connection, no extra prompt is needed. If the request is ambiguous, the AI asks the customer which location they mean before looking up tours.
Related Documentation
AI Phone Support
Set up your voice agent before adding FareHarbor.
Connect FareHarbor
API keys, sandbox mode, and Test & Connect.
Overview
Capabilities and supported channels.
Troubleshooting
Connection failures, missing availability, SMS issues.