A consultant is assigned to each booking request you submit. Once they open a conversation you can chat with them inside TravelFlow. You cannot start that conversation yourself, so for anything else — including reaching someone before a consultant has been in touch — use a support ticket.
Chatting About a Booking
Go to Bookings > My Bookings. Each booking card has a Chat button, and so does the Booking Details panel under Your Consultant. Until a consultant is assigned the button is greyed out and reads “Chat opens once a consultant is assigned to this request.”
Clicking the button opens the conversation with your consultant in a modal — full width on a phone, a panel on a larger screen. It is usually already there, opened when your consultant took on the request; if not, clicking Chat opens it. The button carries an unread badge when they have replied, and sending a message raises a notification for them straight away. A message can be up to 4,000 characters, and it appears in the thread once it is saved, usually within a second.
Every message shows who really sent it: TravelFlow records the sender from the signed-in account, so nobody can post as you, as your consultant or as TravelFlow. The centred grey notices (such as “<consultant> has been assigned to your request.” or “Booking confirmed! Reference: ...”) come from TravelFlow itself. If a message ever asks you to pay into a different bank account, check with the agency by phone before paying.
Every conversation belongs to one booking request, and the Messages page lists them all. There is no way to chat outside a booking.
What You Can See About Your Consultant
The Booking Details panel shows your consultant's name under Your Consultant (or just Assigned if the name has not been recorded) and the Chat button. No phone number, email address or WhatsApp contact is published to you, and your dashboard does not show consultant details at all — in-app chat and support tickets are the contact routes.
The same panel has a Provider Contact heading with Call Support and Email Provider buttons. These are not wired up yet and do nothing when clicked.
Raising a Support Ticket
For questions that are not about one specific booking — or when no consultant has been assigned yet — open Support in the top navigation and click New Ticket. Fill in:
- Subject — A short summary. Required.
- Category — Bug, Account Issue, Feature Request, Integration Problem, Billing, Performance, Security or Other.
- Priority — Critical, High, Medium or Low.
- Description — The detail, at least 20 characters. Required.
Submit Ticket saves it and it appears in your ticket list, moving through open, in progress, awaiting your reply, resolved and closed. Click a ticket to read the support team's replies and answer them, until it is closed.