A useful enquiry gives your agent enough context to take the next step. It might contain a workable travel window, a clear room requirement or an explanation of what the customer wants to change. A long conversation isn't automatically a good enquiry. With Luna Chat, the practical job is to improve the information and handover that your team receives.

Start by agreeing what useful means for your agency. A specialist operator may need to establish the intended route before it can help, while a family agent may need departure airport and children's ages. Your team should recognise a promising brief without counting every chat as a new sale. That definition gives your review a purpose.

Keep the knowledge tied to your actual service

Luna Chat's knowledge workflow describes scanning your website and proposing draft knowledge for your approval. It also identifies unanswered questions for review. Use that process to check the information customers need to move forward, especially opening hours and the services your agency provides.

Read proposed answers against the underlying source before approving them. Deposit and cancellation information needs the right context, because one supplier's terms may not describe every holiday you sell. If the answer depends on a particular booking, explain the need for an agent to check it. A confident general answer can be less useful than an honest boundary.

Give someone responsibility for reviewing changed business information. A new appointment policy or amended contact number should prompt a knowledge check, not wait for a customer to spot the mismatch. Keep the owner visible to the rest of the team. Otherwise, everyone can assume somebody else updated it.

Check the journey into a search

The published bookable search documentation describes building searches for packages, flights, accommodation and dynamic packaging using information from the conversation. That search requires the client's Travelify App ID. Without a configured search, the documented behaviour is to answer from knowledge without offering a booking search.

Ask your account team to confirm your configuration, then try representative enquiries on your own site. Check whether dates, party details and departure airport carry into the search as expected. Follow the link on a phone as well as a computer. These are proposed checks for your account, not a claim that we have tested your installation.

Include an enquiry with a missing detail. You want to understand what the visitor is asked next and whether the result matches the completed brief. If the customer changes their travel dates during the conversation, follow that change through too. The purpose is to find confusing steps before you promote the feature widely.

Make the human handover a real working process

Luna Chat's team documentation describes passing the conversation and a structured trip brief to an agent. It also describes out-of-hours lead emails and Copilot assistance for replies. Decide who will pick up those enquiries and when, using the staffing you actually have.

Test an explicit request to speak to a person and an existing-booking enquiry with your account team. Check the information available to the receiving colleague and agree what they should do first. Avoid telling visitors that someone will reply immediately unless the service can support that promise. Clear expectations are kinder than an optimistic message followed by silence.

Treat suggested replies as drafts that need your judgement. The agent still has to check the specific booking and any supplier conditions before making a commitment. If the conversation requires a proposal, Quick Quote is the separate Travelgenix quotation tool, with agent review before AI-written content is sent. Don't assume a chat summary is already a checked quotation.

Review the conversations that need attention

Choose a manageable sample of recent conversations and read what happened after the first answer. Look for repeated questions, missing context or a visitor correcting the same detail. Record the specific issue and who will resolve it. A note that says "improve the chatbot" gives the team very little to work with.

Turn an observed issue into a small check you can repeat. For example, if customers keep asking how appointments work, compare the approved knowledge with the wording on your contact page. Correct the source where needed, then recheck the conversation. This is a proposed review method rather than an account of results from a Travelgenix client.

Some questions deserve a better page as well as a better chat answer. If several visitors struggle to understand what your service includes, make that explanation easier to find before they open chat. Keep the agent's feedback in the process. They can tell you whether the brief saves a question or simply moves the missing information further down the line.

Measure useful outcomes without inventing attribution

The current Luna Chat overview lists conversation measures including escalations, visitor ratings and topics. It explicitly states that the dashboard does not attribute bookings or revenue to a conversation. Use those measures for what they show, then maintain any separately verified sales follow-up in your own records.

Assign one colleague to review a small sample this week and bring one fix to the next team meeting. Take the corrected enquiry through chat, the search or handover and the agent's next action. Keep the before-and-after notes so you can see whether the change solved the problem you actually found.