The WeTravel CRM provides organizers with a centralized place to manage contacts, track interactions, and streamline communication. It is designed to reduce friction in daily workflows, remove noise through automation, and highlight potential upsell moments throughout the customer journey.
The CRM brings together key tools to help organizers manage leads, nurture relationships, and improve conversion.
To get started, open the CRM from the navigation panel and select Contacts. This view consolidates all your leads and customers in one place, organised in chronological order by creation date.
Note: At this time, only organizers and team members who have access to all trips and “Send messages to participants” permissions can access the CRM.
Create New Contact
You can create a new contact directly from this page by clicking Create New and entering the contact details. Only the email address is required.
Importing contacts from another system into WeTravel isn’t available yet. If you are interested in this feature, let us know at info@wetravel.com 🙂
Overview of Contacts
You can search your existing contacts by name, email, or phone number, and you can also filter them based on the following criteria:
Don’t worry if you select multiple filters at the same time - they don’t cancel each other out.
You can edit the columns and select which ones to show in your overview by clicking on Edit Columns:
You can rearrange the columns by dragging and dropping them in the order you prefer. If needed, you can select all or deselect boxes to exclude the information from the table. After making your edits, click Apply to save your preferences.
Once you've set desired filters and columns, you can export contacts via the More Actions button:
Contact 360 View
You can access the full contact details by clicking directly on the lead or customer row, or by opening the three-dot menu and selecting View Details.
This section displays the contact’s information, general details like status, trip count, last booking date, and total amount booked, as well as any notes and tags. You’ll also find the trips they’ve joined with key booking information, along with the message history containing the conversations exchanged between you and the contact.
You can update the contact’s details, including adding notes and other information. These updates are specific to the CRM and won’t affect other areas of the platform.
Note: Updating a contact’s email in the CRM will not change the buyer’s or participant’s email on their booking. To modify participant information, navigate to the Manage Trip view. More information could be found here.
In the contact overview section, you can add new tags, remove tags from a contact, and apply existing tags from the list (note that tags cannot be permanently deleted at this time). You can assign up to 25 tags to a contact, and these tags will help you quickly find the right contacts when filtering:
Under the Trips section, you can view all trips the contact has booked, along with high-level booking details. You’ll also find direct links to the Manage Trip and Manage Booking pages, as well as any checkout info and participant tasks if the contact is a participant on that trip.
When the contact has booked multiple trips:
Email Authentication Flow
Under the Messages section, Pro users will be able to connect their email account in order to send messages and view past email exchanges with the contact.
Alternatively, as a Pro user, you can connect your email directly from the Account tab. Go to Account > CRM Email Settings and select Connect Email.
You will be prompted to agree to the terms and conditions, after which you’ll complete the authentication flow provided by our trusted vendor, Nylas.
Nylas is the secure service WeTravel uses to connect your email without storing your login credentials, supporting providers like Gmail and Outlook through one API. It meets major security standards, including GDPR, SOC 2 Type II, HIPAA, and ISO 27001, with encryption in transit and at rest. Nylas also applies strict access controls and auditing to prevent unauthorized access. This ensures your email connection in WeTravel is protected by strong, enterprise-level security.
Currently, only Gmail and Outlook email accounts are supported. If you’d like to connect another domain email, please let us know about your interest at info@wetravel.com.
Both you and your team members who have access to all trips and “Send messages to participants” permissions can connect emails on the main account.
You can mark an email as shared if multiple team members use the same address and need to send messages from it.
As an organizer, you can view all connected email accounts, including:
Your own connected account
Any team member’s connected account
Organizers also have the ability to remove connected email accounts, but team members can only remove the accounts they personally added.
Send a Message Through Your Connected Account
In the Messages section of each contact, you can send emails directly, and any existing exchanges from your connected inbox will appear here.
Click New Message to compose an email, choose which linked address to send from, add your message, CC others, and attach files if needed. Unsent messages are automatically saved as drafts, so you can return to them anytime.
Emails sent from the CRM look the same to your customers as emails sent from your normal inbox - there’s no distinction. Any replies they send will appear in the Messages section, allowing you to continue the conversation seamlessly.
Frequently Asked Questions:
Is this a Pro feature?
Basic subscription users can navigate the CRM system and view or manage contacts, while Pro users can connect their email account to send messages and view past email exchanges with the contact.
How does a shared email account work?
Shared email accounts let team members with CRM access send messages from the same address. Email accounts can be marked as shared only by the person who connects them, and once shared, they become available to the rest of the team. When sending a message, users can choose which connected email address to send from.
Is there a limit on the number of emails I can connect to?
No, there is currently no limit on the number of email accounts you can connect.
What happens if my customer updates their details (e.g., email) in their WeTravel account?
When a customer updates their details in their WeTravel account, the information does not sync automatically to your CRM contact. This is done for security reasons to keep organizer-managed records separate. If a customer changes the primary email on their WeTravel account, a new contact will be created in your CRM, and the old contact will remain - you can delete it if you no longer need it.
What happens if I update a contact’s details in the CRM?
Updates made directly in the CRM (such as editing an email address) do not change the traveler’s WeTravel account or their existing booking information.
Do my team members, or I, need to connect our own email to view messages on the contact page?
As long as there are existing messages between a contact and any connected email account, that message history will be visible on the contact page.
Can I delete the contact I no longer need?
To delete a contact, go to the Overview section, locate the contact, click the three dots, and select View Details. From there, click the three dots shown below and choose Delete Contact. Deleting a contact does not affect any booking data or existing client bookings.
What happens if I disconnect my connected email - will my messages still be saved?
After you disconnect your email, only the incomplete drafts stored in your browser will remain visible. No other messages will be available.
Does this feature work on both mobile and web browsers?
Both the web and mobile versions of CRM are fully accessible to you and your team members, provided they have the necessary permissions.
Please contact us if you have any other questions. We will be happy to help!