Overview

This guide outlines the processes for handling Fora enquiries that are received via email, including:

• Building itineraries for incoming enquiries

• Setting up new agencies

• Managing bookings created under a masqueraded agent

1. Building an Itinerary for an Incoming Enquiry

There are two supported workflows depending on how the booking is being created.

Option A: SS Workflow – Build Directly in itrvl

Use this workflow when creating the itinerary from scratch in itrvl.

Before You Start

• If the agent does not yet exist in itrvl, create the agent using the itrvl Tools (use your itrvl login) → Create Agent process.

• If the agent operates under their own branding, follow the Independent Brand Agency setup process in itrvl Tools.

Steps

1. Masquerade as the dummy agent on agency logged in with the Wedge account.

2. Create a new client record (first and last name only).

3. Assign the correct agent in Client Details.

4. Build the itinerary.

5. Hide any lines that should not be visible to the client (e.g. fuel surcharges).

6. Publish the itinerary.

7. Share the itinerary.

8. Download the Agent Booking Document (Includes Nett, Margin, and Gross)

9. Download the Client Booking Document. (Includes only the total Gross price)

10. Send the agent their Edge login link and encourage them to use Edge for future enquiries.

Option B: TD Workflow – Build in Window and Import to itrvl

Use this workflow when the booking is initially created in Window.

Before You Start

• If the agent does not yet exist in itrvl, create the agent using the itrvl Tools → Create Agent process.

• If the agent operates under their own branding, follow the Independent Brand Agency setup process in itrvl Tools.

Steps

1. Build the booking in Window.

2. Use itrvl Tools → Import Booking to import the booking into a new client record.

3. Send the agent their Edge login link and encourage them to use Edge for future enquiries.

2. Setting Up a New Agency

When onboarding a new agency:

1. Follow the standard New Agency Setup process in itrvl Tools.

2. A Lead Agent is automatically created as part of the setup.

Important Notes

• Even if retail access is enabled, the Lead Agent role takes precedence.

• SS will always be able to build itineraries while masquerading as the Lead Agent.

3. Confirmed Bookings Created Under a Masqueraded Agent

When a booking that was created under a masqueraded dummy agent is confirmed:

1. The TD must reassign the booking to the correct agent within the window.

2. The assigned agent in the window should match the assigned agent in itrvl.

3. This ensures ownership, reporting, and future booking management remain aligned across both systems.