Answer and Update Xola Bookings from WhatsApp

Yes. AeroChat updates bookings directly in Xola. It finds the guest’s booking, answers questions about it, adds guest names and notes, and records cancellation requests on the booking for your team to action.

This recipe handles the questions guests send after they book: “what time do we meet?”, “can I add my friends’ names?”, “we need to cancel”. Part of connecting Xola to WhatsApp and AI chat.

What happens today

Booked guests message with small changes and questions. The team answers between tours, looks up the booking in Xola, types in the names or a note and replies. Cancellation requests arrive late at night with no booking number, and the team has to chase the details before it can act.

The flow that works

AeroChat finds the guest’s booking in Xola by booking number, or by name and email.
It answers questions about the booking: experience, date, arrival time, number of guests and amount due.
It adds guest names or a note for the team when the guest shares them.
When a guest wants to cancel, it explains your cancellation policy, records the request as a note on the booking and hands it to your team to cancel in Xola.
It confirms what happens next in the chat. Date changes and refund questions go to your team too.

What it looks like on WhatsApp

Guest: Hi, we have to cancel the canyon hike on Friday, booking XH2290. My son is sick. (example)

AeroChat: Sorry to hear that. Your booking is for 3 guests on Friday at 9:00am. Under our policy, cancelling more than 48 hours before the tour gets a full refund. Shall I pass your cancellation to the team?

Guest: Yes please.

AeroChat: Done. I’ve noted your request on booking XH2290 and the team will confirm the cancellation and refund with you.

In Xola: a note “Guest asked to cancel via WhatsApp, son unwell” is added to booking XH2290, and the conversation is handed to your team.

The recipe

Copy this into AeroChat

When a guest asks about or wants to change a booking, follow these steps.

Ask for the booking number, or the name and email it is under, and find it in Xola. Check that the person messaging is the lead guest.

Answer questions about the booking from Xola: experience, date, arrival time, number of guests, and what is paid and still due. If there is a balance, send Xola’s payment link for it.

If they give the names of the people in their group, add the guest names to the booking in Xola.

If they share something the team should know, such as a pickup point, a celebration or a mobility need, add it to the booking in Xola as a note.

If they want to cancel, explain our cancellation policy from the knowledge base. When they confirm, add a note to the booking in Xola saying they asked to cancel, with the date and reason, and hand the conversation to the team. Tell the guest the team will confirm the cancellation and any refund.

Do not cancel bookings or promise a refund yourself. If they want a different date, offer the open times from Xola and hand the change to the team. Never share or change a booking for someone who is not the lead guest. Reply in the guest’s language.

Change the cancellation wording to match your policy before you paste it. Your team then cancels in Xola, and the refund follows the cancellation rules set on each experience there.

What to connect

Xola. A Xola admin creates an API key user for your seller account with permission to view and update bookings and add notes. Paste the key in when AeroChat asks.
Your cancellation policy. Add it to your knowledge base in AeroChat, so AeroChat explains the same rules your team does.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Xola, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Xola’s public documentation, the checklist asks you to check it once against the current docs.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

Who on the team picks up cancellation requests, and how fast.
Which guest details AeroChat can add without a person checking.
Who handles date changes, weather cancellations and refund exceptions.

The result to expect

Guests get answers about their booking straight away, names and notes are in Xola before the tour, and cancellation requests reach your team with the booking, reason and policy already sorted.

Measure it with your own numbers: messages your team answers by hand about existing bookings, and the time from a cancellation request to the seats going back on sale, for a month before and after.

Next: book Xola tours and activities from WhatsApp.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Xola connection behind it. See what each channel does on the Xola integration page.

Let guests manage their Xola bookings in chat

Paste the recipe, add your Xola API key, make a test booking in Xola, then message your own number to add a guest name and a note.

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