Set up individuals and link their accounts

An individual is a person, such as a passenger or someone who books travel. They can exist on their own or be linked to a customer account. Here, Employee means a person associated with that customer; it does not create a Back Office staff login.

Before you start

Have the person’s first name, last name, email, and phone number with country code. Create the customer account first if you want to link the person now. If you use departments, add them to the customer account first.

Add the person

1. Open CRM → Individuals and search by name, email, or phone to check for an existing person.
2. Choose New Individual.
3. Enter First name, Last name, Phone Number, and Email. These are required.
4. Choose Send customer invite. Select Yes to email the person your company’s welcome, which tells them to sign in with their email and a code we send, or No to record them without inviting them at this point. The form initially selects Yes, so review it before saving.
5. If applicable, choose a Customer. Leave it empty for a person who does not need an account association yet.
6. When a customer is selected, choose Type: Employee or Guest. For an employee, review the required Role and select any relevant Departments. The form normally selects Passenger as the role; change it only to match the person’s responsibilities. Guests do not use employee roles or departments.
7. Save. If a duplicate notice appears, compare the listed names, contacts and matched fields. Choose Use existing for the same person. Create a separate person only after confirming they are different; a shared contact does not allow duplicate login email identities.

For example, a traveler who works for the fictional Example Corporate Travel can be linked as an Employee with the Passenger role. A visitor traveling on that account can be linked as a Guest.

Check the person’s details

Open the saved individual and verify their email and phone. Add useful addresses, pickup instructions, contact details, or notification preferences where your workflow needs them. Edit the details to choose a Default Cancellation Policy from the person’s rate plan if they need their own terms; see Configure and test cancellation policies. Check that the correct customer association appears; for linked people, also verify the account’s Employees or Guests list.

Customers sign in to the customer app with their email and a 6-digit code we email them; there is no password. If you sent an invitation, ask the person to sign in that way and confirm access to the expected customer account. Recording an email with Send customer invite → No does not create their sign-in at this step.

Adding a Login email automatically emails the customer how to sign in. To send it again, choose Send sign-in instructions under Login email. It replaces the former password reset email.

You are ready when

The individual can be found in CRM and selected in a test reservation, their contact details are correct, and any customer, role, or department association matches their intended use. If customer access is required, their invitation and sign-in have also been checked.

If you get stuck

• The customer is missing from the dropdown: create the customer first and confirm that you are in the same tenant.
• The person is linked to the wrong account: correct the association before making a booking on that account.
• Email is already used for a login: find the existing individual. Creating another record does not allow two people to share the same login email in one tenant.
• A duplicate warning appears for a shared email or phone: review the suggested people carefully; a shared contact detail can belong to different people, but their login identities still need to be distinct.
• An old set-password link doesn’t work: those links are no longer valid. The customer signs in with their email and an emailed code; use Send sign-in instructions to resend the sign-in email.
• You meant to add an operator or dispatcher: use Settings → Team & Permissions instead.

CRM list and customer/person/affiliate picker searches wait for at least three characters. Enter enough of the name, email, or phone before treating an empty result as a missing record. The individual’s Bookings tab opens their booking history; review the date filter before concluding a trip is absent.