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Overview

Odia’s messaging system provides centralized communication tools where your team can send messages via email and WhatsApp. Send emails directly from itineraries, the concierge screen, or the messages center. Use WhatsApp from the dedicated WhatsApp messaging screen. All messages related to an itinerary are visible directly on that itinerary, keeping trip communications organized and accessible.

Email Communication

Send emails to travellers, suppliers, and travel agents directly from Odia with full tracking

WhatsApp Integration

Connect WhatsApp for instant messaging with real-time delivery and media support from a dedicated WhatsApp screen

Itinerary Integration

All messages related to an itinerary are visible on that itinerary for complete trip communication history

Service Context

Send messages with service details automatically included when messaging from itineraries or concierge

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Communication Channels

Email Messaging

Send emails directly from Odia:Features:
  • Send emails from itineraries, concierge, and messages screen
  • Professional email templates
  • Track email opens and engagement
  • Full email history per contact
  • Service details automatically included when sending from itinerary/concierge
Use cases:
  • Formal communications with travellers
  • Purchase orders to suppliers
  • Proposal sharing with travel agents
  • Official confirmations and documentation
  • Detailed itinerary information
Access: Send emails from itineraries, concierge screen, or messages center.
Instant messaging for quick communication:Features:
  • Real-time messaging with read receipts
  • Send images, files, and audio messages
  • Message status tracking (sent, delivered, read)
  • Group conversations
  • Media sharing
  • Duty messages with auto-populated service details
Use cases:
  • Quick updates and confirmations
  • Real-time coordination during trips
  • Urgent communications
  • Informal check-ins
  • Media sharing (photos, vouchers)
Access: WhatsApp has a dedicated messaging screen (separate from email). WhatsApp conversations and messages also appear on related itineraries.Requirement: WhatsApp must be connected in Settings > Organization > WhatsApp Connection

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Message Organization

Itinerary-Based Messages

Messages organized by trip:
  • All messages related to an itinerary are visible directly on that itinerary
  • View complete communication history per trip
  • See both email and WhatsApp messages in context
  • Track all traveller and supplier communications for a trip
Access: Open any itinerary and view the messages/communications section.

WhatsApp Screen

Dedicated WhatsApp inbox:
  • Separate screen for WhatsApp conversations
  • View all WhatsApp threads
  • Send and receive WhatsApp messages
  • Messages sent here also appear on related itineraries
Access: Navigate to Messages > WhatsApp (or dedicated WhatsApp menu item).
Message organization: Email is sent from itineraries, concierge, or messages screen. WhatsApp has its own dedicated messaging screen. All messages (email and WhatsApp) related to an itinerary are also visible on that itinerary, keeping trip communications organized and accessible in context.

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Sending Messages

Email from Itinerary/Concierge/Messages

Send emails from multiple locations:From itinerary:
  1. Open an itinerary
  2. Click message or email button
  3. Select recipient (traveller, supplier, or agent)
  4. Service details auto-populate if relevant
  5. Compose and send email
From concierge:
  1. Select service(s) in Concierge calendar
  2. Click “Contact Traveller” or “Contact Supplier”
  3. Choose email option
  4. Service details automatically included
  5. Send email
From messages screen:
  1. Navigate to Messages
  2. Compose new email
  3. Select recipient
  4. Write message and send
All emails are tracked and logged in the contact’s communication history and visible on related itineraries.
Send WhatsApp messages from the WhatsApp screen:Accessing WhatsApp:
  1. Navigate to Messages > WhatsApp (or WhatsApp menu item)
  2. View all WhatsApp conversations
  3. Select existing conversation or start new chat
Starting new conversation:
  1. Click “New Chat” in WhatsApp screen
  2. Select recipient from contacts
  3. Optionally link to an itinerary
  4. Compose and send message
Sending duty messages:
  • From itinerary or concierge, select services
  • Click “Send Duty Message” or “Purchase Order”
  • Choose WhatsApp option
  • Service details automatically included
  • Message sent via WhatsApp and visible on itinerary
Messages appear in two places:
  • In the WhatsApp screen conversation thread
  • On the related itinerary (if linked to a trip)
Messages with auto-populated service details:From itinerary:
  1. Open an itinerary
  2. Select service(s)
  3. Click message/contact button
  4. Choose email or WhatsApp
  5. Service details automatically included:
    • Service names and descriptions
    • Dates and times
    • Guest counts (pax)
    • Locations and addresses
    • Special notes and requirements
From concierge:
  1. Select service(s) in Concierge calendar
  2. Click “Contact Traveller” or “Contact Supplier”
  3. Choose channel (email or WhatsApp)
  4. Service details auto-populate
  5. Send message
Batch messaging:
  • Select multiple services for the same recipient
  • All service details included in one message
  • Works for both email and WhatsApp

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Email Features

Professional Communication

Send formatted emails:
  • Professional email templates
  • Your branding included
  • Consistent messaging
  • Service information auto-included when sending from itinerary/concierge

Tracking & History

Monitor engagement:
  • Track email opens
  • See when emails are read
  • View click-through on links
  • Delivery confirmations
  • Full email history per contact

Sending Emails

Email from various locations in Odia:From itinerary:
  • Send itinerary details to travellers with service information automatically included
  • Email purchase orders to suppliers with relevant service details
  • Share confirmations with travel agents
From concierge:
  • Email about specific services with details auto-populated
  • Batch email to same recipient about multiple services
From proposals:
  • Email proposal links to travellers/agents
  • Send proposal updates
  • Follow-up communications
From messages screen:
  • Compose new email
  • Reply to existing email threads
  • General communications
Service information: When sending emails from itineraries or concierge, relevant service information (dates, times, locations, details) is automatically included in the email content.All emails are tracked, logged in the contact’s communication history, and visible on related itineraries.
Set up email in Settings:
  • Configure email connection in Settings > Communications
  • Set up email signature
  • Customize email templates
  • Configure sending preferences
Note: Email configuration may require administrator access.

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WhatsApp Features

WhatsApp integration is optional. If your organization hasn’t connected WhatsApp, you won’t have access to the WhatsApp screen. Contact your administrator to enable WhatsApp in Settings > Organization > WhatsApp Connection.

Real-Time Messaging

Instant communication:
  • Send and receive instantly
  • Live typing indicators (if supported)
  • Message read receipts
  • Delivery confirmations
  • Service information auto-included when sending duty messages

Media Support

Share rich content:
  • Send images and photos
  • Share PDF documents
  • Attach files
  • Send audio messages

Message Status

Track delivery:
  • Sent (single check)
  • Delivered (double check)
  • Read (blue checks)
  • Failed status alerts

Connecting WhatsApp

Set up WhatsApp integration:
1

Access Settings

Navigate to Settings > Organization > WhatsApp Connection (Admin only)
2

Scan QR Code

Open WhatsApp on your phone and scan the QR code displayed in Odia
3

Confirm Connection

Verify connection status shows as “Connected”
4

Start Messaging

Navigate to WhatsApp screen - you can now send and receive WhatsApp messages
Note: Only administrators can connect WhatsApp. Each phone number requires a separate QR code scan.
The dedicated WhatsApp messaging screen includes:Conversation list (left panel):
  • All active WhatsApp conversations
  • Latest message preview
  • Unread message indicators
  • Recipient names
  • Message timestamps
  • WhatsApp connection status
Chat window (main area):
  • Complete message history
  • Real-time message delivery
  • Sender information
  • Message status (sent, delivered, read)
  • Media preview
  • Reply and compose options
Contact context (sidebar):
  • Contact information
  • Link to CRM contact
  • Associated itineraries
  • Travel history
Manage multiple WhatsApp Business accounts:
  • Connect multiple phone numbers (each requires separate QR scan)
  • Switch between numbers using phone number tabs in WhatsApp screen
  • View conversations per phone number
  • All numbers accessible from the WhatsApp screen
When to use multiple numbers:
  • Different numbers for different regions
  • Separate sales and operations lines
  • Department-specific numbers
  • Regional coverage
Best practice: Use specific numbers for specific purposes and maintain consistency (same number per client relationship).
Send images, files, and audio via WhatsApp:
1

Click Attachment Icon

Click the attachment icon in the message composer
2

Select File Type

Choose image, file, document, or audio to share
3

Upload File

Select file from your computer (or record audio)
4

Add Caption

Optionally add message text with the media
5

Send

File is delivered via WhatsApp
Understand WhatsApp delivery status:
StatusIconMeaning
SentSingle checkMessage sent to WhatsApp server
DeliveredDouble checkMessage delivered to recipient’s phone
ReadBlue checksRecipient opened and read the message
FailedRed XMessage could not be delivered
Status appears next to each WhatsApp message in the conversation thread.
Create group conversations via WhatsApp:
1

Start New Chat

Click ‘New Chat’ in WhatsApp screen
2

Select Group

Choose ‘Group’ option
3

Choose Itinerary

Optionally link to a specific itinerary
4

Add Participants

Select travellers, agents, or suppliers to include
5

Start Chatting

WhatsApp group is created and ready to use
Group use cases:
  • Family trips (include all travellers)
  • Supplier coordination (logistics team)
  • Agent collaboration (shared bookings)
  • Emergency communications (reach everyone quickly)
Group messages: Also visible on the linked itinerary if the group is associated with a trip.

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Contact Management & Context

Messages are organized by itinerary and contact to provide relevant context:

Contact Information

View contact details when messaging:
  • Contact profile information
  • Link to CRM contact
  • Associated itineraries
  • Proposals and bookings
  • Complete travel history
All communication channels (email + WhatsApp) linked to contact records.

Itinerary Communication History

All trip-related messages in one place:
  • View all messages for an itinerary directly on that itinerary
  • See email and WhatsApp communications together
  • Track traveller communications
  • Monitor supplier correspondence
  • Complete trip communication timeline
Access from: Open any itinerary and view the messages/communications section.

Linking Contacts

Associate messages with CRM contacts:
1

Select Contact

When sending a message (email or WhatsApp), choose the recipient from your contacts
2

CRM Link

If contact is in your CRM, they’re automatically linked and their profile information is available
3

View Context

Access contact’s proposals, itineraries, and history while messaging
4

Link WhatsApp Contacts

In WhatsApp screen, link WhatsApp contacts to CRM contacts for unified records
Why link contacts?
  • Access trip history during conversations
  • See all proposals and bookings
  • Better context for responses
  • Organized communication per contact
  • Unified record across email and WhatsApp
Access message history from multiple locations:On itineraries:
  • All messages related to that trip (email + WhatsApp)
  • Both traveller and supplier communications
  • Complete chronological timeline
  • View from the itinerary’s messages/communications section
In WhatsApp screen:
  • All WhatsApp conversations
  • Real-time message threads
  • Complete WhatsApp history
In contact profiles:
  • All messages with that contact across all trips
  • Filter by itinerary if needed
  • See both email and WhatsApp history
Messages are organized by itinerary for easy reference and context.
Finding trip communications: To see all messages related to a specific trip, open that itinerary and look for the messages or communications section. All email and WhatsApp messages sent about that trip’s services are visible there.

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WhatsApp Conversation Management

Organize and find WhatsApp conversations in the WhatsApp screen:

Search

Find conversations quickly:
  • Search by contact name
  • Search message content
  • Filter by phone number (if multiple connected)
  • Find by linked itinerary

Archive

Organize conversations:
  • Archive completed trip conversations
  • Hide inactive chats
  • Access archived conversations anytime
  • Keep WhatsApp inbox focused on active communications
  • Unarchive when needed

Searching WhatsApp Messages

Find specific conversations or messages:
  • Use search bar at top of WhatsApp screen
  • Search across all WhatsApp conversations
  • Filter by phone number if multiple numbers connected
  • Search within specific conversation
  • Find by contact name or message content
Search tips:
  • Use contact name for quick find
  • Search itinerary reference numbers
  • Filter by date range
  • Combine filters for precise results
Clean up your WhatsApp inbox:
  • Archive completed trip conversations
  • Keep active conversations visible
  • Access archived chats anytime from archive view
  • Unarchive if conversation becomes active again
When to archive:
  • After trip completion
  • When conversation is resolved
  • Inactive threads from old inquiries
  • To declutter active WhatsApp inbox
Note: Archived WhatsApp conversations remain visible on the related itinerary.
When multiple WhatsApp numbers are connected:If you have multiple WhatsApp Business numbers connected, you’ll see tabs at the top of the WhatsApp screen allowing you to:
  • Switch between phone numbers
  • View conversations for each specific number
  • Filter conversations by which number received them
  • Send from specific numbers
Sending from specific numbers:
  • Select phone number tab before starting conversation
  • Ensure correct number for regional contacts
  • Maintain consistent number per relationship
  • Track which number customers prefer

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Communication Types

Traveller Communications

Messages to travellers (email or WhatsApp):Common messages:
  • Itinerary confirmations
  • Pre-trip information and preparation
  • Service confirmations and updates
  • Real-time coordination during trips
  • Post-trip follow-ups
Features:
  • Service details auto-included when messaging from itinerary/concierge
  • Itinerary links embedded
  • Track read status (email opens, WhatsApp read receipts)
  • All messages visible on the itinerary
Messages to suppliers (email or WhatsApp):Common messages:
  • Purchase orders (duty messages)
  • Service confirmations
  • Schedule changes
  • Special requirements
  • Updates and modifications
Features:
  • Service details automatically included when sending from itinerary or concierge
  • Batch messaging (multiple services, same supplier)
  • All relevant service information auto-populated (dates, times, pax, locations, requirements)
  • Professional formatting for purchase orders
  • Track delivery and confirmations
Duty messages: When sending purchase orders or duty messages (email or WhatsApp), all service details are automatically formatted and included, saving you from manual data entry.
Messages to travel agents (email or WhatsApp):Common messages:
  • Proposal sharing
  • Booking confirmations
  • Commission details
  • Updates on traveller trips
  • Collaborative coordination
Features:
  • Link to proposals and itineraries
  • Professional formatting
  • Communication history tracking
  • All messages visible on related itineraries

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Best Practices

Choosing Email vs WhatsApp

When to use email:
  • Formal communications
  • Official confirmations and documentation
  • Detailed itinerary information
  • Purchase orders requiring formal record
  • When recipient prefers email
  • Documents requiring download and save
When to use WhatsApp:
  • Quick updates and confirmations
  • Real-time coordination during trips
  • Urgent communications
  • Informal check-ins
  • When recipient prefers instant messaging
  • Quick media sharing (photos, quick documents)
Pro tip: Many recipients prefer WhatsApp for quick communication and email for formal documentation. Use both strategically based on the nature of the communication.
Maintain professionalism across channels:Email etiquette:
  • Use clear subject lines
  • Professional greeting and signature
  • Proper formatting and structure
  • Proofread before sending
WhatsApp etiquette:
  • Respond promptly during business hours
  • Use professional language (even though informal)
  • Include context in first message
  • Respect time zones
  • Don’t spam with too many messages
Both channels:
  • Be responsive within business hours
  • Set expectations for response time
  • Use appropriate tone for recipient
Keep messaging organized:
  • Link all WhatsApp contacts to CRM immediately
  • Use consistent message formats for purchase orders
  • Archive completed trip conversations in WhatsApp
  • Reference itinerary numbers in messages when relevant
  • Use groups for multi-person coordination
  • Create templates for common scenarios
For teams:
  • Establish guidelines for which channel to use when
  • Create message templates for consistency
  • Coordinate within team about who responds to WhatsApp messages
  • Share WhatsApp inbox as team resource
Maximize messaging efficiency:
  • Utilize auto-populated service details from itinerary/concierge
  • Send batch messages to same recipient (multiple services at once)
  • Use WhatsApp media to share visual information quickly
  • Track message delivery and read status
  • Create templates for frequent messages
  • Check itineraries for complete message history
Batch messaging:
  • Select multiple services in Concierge or itinerary for same recipient
  • All service details included automatically in one message
  • Works for both email and WhatsApp
  • Saves time and ensures consistency
Best practices for multiple WhatsApp numbers:
  • Use specific numbers for specific regions or purposes
  • Maintain consistency (same number per client relationship)
  • Label numbers clearly in your system (e.g., “Sales”, “Operations”)
  • Train team on which number to use for what
  • Monitor all numbers regularly in WhatsApp screen
  • Use tabs to switch between numbers efficiently
Batch messaging: When sending messages about multiple services, select all services for the same recipient in the Concierge or itinerary. The system automatically includes relevant details for all selected services in one email or WhatsApp message.

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Troubleshooting

WhatsApp Connection Issues

If WhatsApp disconnects or isn’t working:
  • Check Settings > Organization > WhatsApp Connection
  • View connection status
  • Rescan QR code if status shows disconnected
  • Ensure phone with WhatsApp has active internet
  • Verify you’re using WhatsApp Business (regular WhatsApp can work but Business is recommended)
  • Contact administrator or support if issues persist
Common causes:
  • Phone went offline
  • WhatsApp logged out on device
  • Connection expired (re-scan QR code)
If email or WhatsApp messages fail:For WhatsApp:
  • Verify WhatsApp connection is active in WhatsApp screen
  • Check recipient has WhatsApp and number is correct
  • Confirm phone number includes country code
  • Verify internet connectivity
  • Look for failed message status indicator
For Email:
  • Check email configuration in Settings
  • Verify recipient email address is correct
  • Check for bounced email notifications
  • Confirm internet connectivity
  • Review spam/delivery settings
If WhatsApp conversations don’t appear:
  • Check if conversation is archived (view archive in WhatsApp screen)
  • Verify correct phone number tab selected (if multiple WhatsApp numbers)
  • Confirm WhatsApp connection is active
  • Search for contact name directly
  • Refresh the page
  • Check if contact is linked to CRM
Note: WhatsApp messages also appear on related itineraries, so check the itinerary if you can’t find them in the WhatsApp screen.
If WhatsApp screen isn’t available:
  • WhatsApp may not be connected (check Settings > Organization > WhatsApp Connection)
  • Only administrators can connect WhatsApp
  • Contact your administrator to enable WhatsApp integration
  • Verify you have necessary permissions to access messaging features
If messages aren’t appearing on the itinerary:
  • Verify the message was linked to that specific itinerary
  • Check that the message was sent from itinerary or concierge (not as standalone)
  • Ensure contact is linked to the itinerary
  • Refresh the itinerary page
  • Check the messages/communications section of the itinerary

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Permissions

All team members with access to Odia can send email messages. WhatsApp messaging is available to all users if WhatsApp is connected. However, connecting/disconnecting WhatsApp phone numbers requires Admin access.

Role-Based Access

Messaging permissions by role:
ActionOwnerAdminSupervisorUser
Send Email✓✓✓✓
Send WhatsApp✓✓✓✓
View WhatsApp Screen✓✓✓✓
View Messages on Itinerary✓✓✓✓
Create WhatsApp Groups✓✓✓✓
Link to CRM✓✓✓✓
Archive Conversations✓✓✓✓
Connect WhatsApp✓✓✗✗
Disconnect WhatsApp✓✓✗✗
Configure Email✓✓✗✗
Manage Phone Numbers✓✓✗✗
Notes:
  • All users can send messages via both email and WhatsApp (if WhatsApp is connected)
  • Only Admins/Owners can connect communication channels
  • All users see all conversations (shared team inbox for WhatsApp)
  • All users can view messages on itineraries
Administrator access required: Only administrators can connect or disconnect WhatsApp Business numbers and configure email settings. Contact your administrator if you need to add or change communication channels.

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Common Questions

WhatsApp Business is recommended but regular WhatsApp can work for the QR code connection. However, WhatsApp Business provides:
  • Business profile features
  • Better management for multiple users
  • Professional appearance
  • Message statistics
Check with your administrator about which version your organization is using.
For WhatsApp: No, recipients see messages as coming from your WhatsApp Business number. They have no indication you’re using Odia - it appears as normal WhatsApp.For Email: Emails are sent from your configured email address and appear professional with your branding. Recipients see your organization’s email, not “via Odia.”
Yes! Once a WhatsApp number is connected to Odia, all team members can send and receive messages from that number via the WhatsApp screen. This creates a shared inbox where:
  • Everyone sees all conversations
  • Any team member can respond
  • Full conversation history is visible to all
  • Great for team collaboration
Best practice: Coordinate within your team about who responds to avoid duplicate replies.
If you disconnect a WhatsApp number:
  • You can no longer send/receive WhatsApp messages from Odia
  • Message history remains visible in Odia on itineraries
  • You can still send emails
  • You can reconnect the same number later
  • No messages are deleted from WhatsApp app itself
Important: Only disconnect if you’re sure you want to stop using WhatsApp in Odia.
All trip-related messages are on the itinerary:
  1. Open the itinerary for that trip
  2. Look for the messages or communications section
  3. You’ll see all email and WhatsApp messages related to that trip
This includes:
  • Emails sent from the itinerary
  • WhatsApp messages sent about services
  • Duty messages and purchase orders
  • All traveller and supplier communications
Messages are organized chronologically for easy reference.
You can send WhatsApp messages from multiple places:From itinerary or concierge:
  • Click “Send Duty Message” or “Contact”
  • Choose WhatsApp option
  • Service details automatically included
  • Message is sent and appears in both WhatsApp screen and on the itinerary
From WhatsApp screen:
  • Compose messages directly in the dedicated WhatsApp interface
  • Optionally link to an itinerary
  • Messages linked to itineraries also appear on those itineraries
Best for: Use itinerary/concierge for service-specific messages. Use WhatsApp screen for general conversations and managing all WhatsApp communications.
Currently: Message scheduling is not available. Messages send immediately when you click send for both email and WhatsApp.Workaround: Draft your message and save it as a note or template, then send manually at the desired time.Future enhancement: Message scheduling is planned for future development.
WhatsApp messages appear on itineraries when:
  • They’re sent from an itinerary (about services)
  • They’re sent from the concierge (about services)
  • They’re sent from WhatsApp screen and explicitly linked to an itinerary
WhatsApp messages may not appear on itineraries if:
  • They’re general conversations not linked to a specific trip
  • They weren’t associated with an itinerary when sent
  • The contact isn’t linked to that itinerary
Best practice: When messaging about a specific trip, send from the itinerary or link the conversation to ensure messages appear in the right place.