In this video, we will explain to you how to troubleshoot if one of your agents does not see one of your tours.
Transcript
Today, we'll look at steps to take when an agent informs you that they cannot see one or more of your products on TourCMS. These steps can help you diagnose and solve the issue.
1. Check Agent-Channel Connection
Take note that if you have more than one channel, you should check that the agent is connected to the right channel. To verify this, you'd need to go to Partners, Marketplace Agents. Here you can search for the right agent who has notified you of the issue.
In this example, we would take a look at "C." Click on Manage, choose the correct channel ID that your agent needs to be connected to, and then have a look below at the Connection Permissions. For an online travel agent to be able to fully see your product, the Connection Permission setting needs to be on Trusted Travel Agent, which in this case it's not. To correct that, you would need to go to Configure Agent. Scroll down below to the section Finance, Marketing and Tracking setup, and then make sure that you change to Trusted Travel Agent. Scroll all the way down below to Save Changes.
2. Verify Product Setup on the Channel
The next step would be to check if the tour is correctly set up on the channel the agent is connected to. To do that, you would go to Homepage, Partners, Data Quality, and you would check under the channel that you use to connect to this specific agent.
Click on the number of products that are live here. You will see a list of the products that are fully set up, and all you need to do is search for the one that the agent has told you is not visible to them.
If the tour you're looking for is not on that list, you might want to check in one of the other two sections. If you can find your list, if you can find the product in the list that wants to be improved, it'll also show you the reason or the improvement that needs to be made for the tool to be fully set up.
Please note that the product visible under the section "those can be improved" should still be visible to an agent. However, if your product is under the "must be fixed" ones, that means it is not visible to the agent connected to your Tour CMS account.
If you click here, it'll also give you in separate sections within the Tour CMS product information, an exact idea of what information is missing. For example, on this product, it's the product page URL. To correct that, you could simply click on Actions, and that would take you to the incomplete data on that specific product, and it would again show you with red crosses what information is missing so that you can go and correct it in the relevant spot.
In this particular case, it's the URL, so as soon as on the product page, URLs are updated with a live link. The incomplete data on that product should all show green ticks, and that would make sure that the product is visible to the agents you're distributing to.
Additional Considerations
And with that, we have looked at the various reasons that could be causing a product or all of your products to not be visible to an agent.
If the tool by any reason is not showing on any of the three areas we looked at so far, then have a look at the configuration of your product filters as the tool might be assigned to other channels or to no channel at all, and that may be the reason why it's not showing.
Please note, there is also a setting of the agent's own Tour CMS account that allows them to limit what products they see. So have a look and ask them to check that themselves as well.