Your AI Sales Closer, one step at a time. What the traveller sees, what it is
allowed to do at each step, and the rule behind every decision. Every rule carries the date one
of you set it.
28 September 2026Druk AsiaFor Joni, Ugyen and Doris
Read this first
The Closer is built and it runs. It is not connected to
your side yet, so everything below is real behaviour on a test setup. Three things in particular:
it is on our test WhatsApp number rather than yours, tour prices are read from the Bhutan test
system rather than production, and there are no phone numbers loaded for your team, so every point
where it says it will bring in a person currently reaches nobody. All three are in the list at the
bottom of this page. Prices in the examples are blanked for that reason.
The journey
01
First reply and details
→
02
Working out the trip
→
03
Recommending a tour
→
04
The price
→
05
The deposit
→
06
Passports
→
07
After the deposit
A 4 or 5-star roomIt stops, tells the traveller your team confirms the
room and the rate with Bhutan, and alerts you. It never prices it
Any step can go hereYour team takes over: a complaint, a cancellation,
a refund, a medical need, or a traveller already on tour
Any step can go hereThey ask to speak to a person, and it books a slot
in a specialist's diary
Any step can go hereThey go quiet, and it stops chasing
Who does what
Your Closer
Answering, qualifying, recommending, quoting from your rate card, taking the deposit, and
collecting passports.
Your team
Everything it must not decide: 4 and 5-star rooms, flights and tickets, hotels, guides and
drivers, and anything a traveller is unhappy about.
Step by step
01
First reply and details
It answers within seconds at any hour, and takes the four details every enquiry
needs across the first few messages rather than as a form.
What the traveller sees
TravellerHi
Your CloserKuzu Zangpola, and thanks for writing to Druk Asia. Happy to help you plan a trip to Bhutan. What is your name, and what is drawing you to Bhutan?
TravellerSarah Lim
Your CloserNice to meet you Sarah. So I can point you at the right trip, are you drawn more to the culture and monasteries, the mountains and walking, or a festival?
What it may use here
Send the replyRemember a detailSearch the toursCheck festival datesPrice a tour
Rules at this step
8 SepIt takes name, email, phone and nationality, spread across
the first few messages.
Joni on 8 September: those four and nothing else at this
stage. Nationality matters because an Indian passport takes a different entry route.
8 SepIt answers an inbound message at any hour, including 2am.
Quiet hours stop us chasing you. They never stop a
reply.
25 SepIt says Kuzu Zangpola once, on the first message, and
never again.
Repeating a greeting in every message is the fastest way a
traveller works out they are talking to a machine.
8 SepIt replies in the traveller's own language, Bahasa
Indonesia included, from the first message.
Tested in Bahasa Indonesia end to end. It stays in whatever
language the traveller opens in.
It never lists tours on the first message.
02
Working out the trip
One question at a time, until it knows enough to recommend and to price. Who is
travelling, where they fly from, when, how many nights, ages of any children, rooms, hotel tier,
pace, and whether they already hold flights.
What the traveller sees
TravellerFamily trip in December, 2 adults and 1 child
Your CloserLovely, December is our quiet season, so the valleys are crisp and far less busy. How old is your child, so I price her correctly?
TravellerShe is 8
Your CloserNoted, eight years old. And how many nights were you thinking of in Bhutan, and which city would you fly from?
What it may use here
Search the toursPrice a tourCheck festival datesAnswer from your documents
Rules at this step
8 SepIt asks the age of any traveller under twelve.
Ugyen on 8 September: children and infants carry different
rates, so the age changes the price.
8 SepIt asks which city they fly from, early.
Four in ten of your WhatsApp travellers fly from Singapore
and six in ten connect through Bangkok, Delhi and elsewhere.
8 SepIt asks whether they already hold flights, and if they do
it drops the flight line entirely.
Roughly one in ten want the tour only.
25 SepOne question per message, and it never asks the same
question twice.
In testing it asked the same question three times when a
traveller answered something else. It now takes what it was given and moves on.
03
Recommending a tour
It recommends one tour that fits what they said, and says why in their own words.
A second only when it is a real alternative.
What the traveller sees
TravellerCulture and easy walks, 7 nights, flying from Singapore
Your CloserFor culture at an easy pace, the 7-Day Essential Bhutan Tour is the one I would put you on. Paro, Thimphu and Punakha, the great monasteries, and the walks as gentle as you like.
One thing worth knowing about your dates. Paro Tshechu falls on 18 to 22 March 2027, so a trip from the 12th would land right on it. Would you like it built around the festival?
TravellerCan I see the hotel photos?
Your CloserOf course. These are the 3-star properties we normally use on that trip, and the tour page carries the room photos.
What it may use here
Search the toursPrice a tourCheck festival datesAnswer from your documentsRead a photo they send
Rules at this step
8 SepPrivate tours by default, and the itinerary is a guideline
that flexes on the ground.
Joni on 8 September: 95% private, no pre-bought inventory,
and no availability check needed for 3-star.
8 SepRoom photos are answered with the real hotel names and
your own tour page.
Never an invented link. If the hotel is not on the tour, it
is not named.
It recommends one tour, never a catalogue. A second only if it is genuinely different.
It never invents a tour, an itinerary detail or a departure date.
04
The price
It prices the trip from your rate card for the real group, in US dollars, with
what is included, what is not, and the note that airfare and taxes can change.
What the traveller sees
TravellerHow much for the two of us?
Your CloserThe 7-Day Essential Bhutan Tour comes to US$ blanked per person on 3-star, for the two of you departing 12 March.
That covers the visa, the hotels twin sharing, every meal, your licensed guide, the driver, the private vehicle, the entrance fees and the government fee. Airfare and taxes sit outside it and can change without prior notice.
TravellerWhat about the flights?
Your CloserOur team arranges and confirms the Drukair flights and issues the tickets. I do not quote fares myself, so I will not guess at one. Shall I get the tour held while they come back on the flights?
Figures are blanked in this example. A real number only ever comes from your own
rate card, read at the moment of the conversation.
What it may use here
Price a tourSearch the toursCheck festival datesAlert your team
Rules at this step
8 SepEvery figure comes from your rate card. It never does its
own arithmetic.
It cannot multiply a nightly rate by nights, add a fee, or
carry a number over from a different group size. If the rate card cannot be reached it says
your team will confirm and tells them, rather than guessing.
8 SepEverything is quoted in US dollars. A traveller may pay in
whatever currency they hold.
8 SepThe government fee and the visa are inside the price, and
it never quotes them as separate amounts.
Ugyen's rate card already includes them, for every
traveller, so naming a separate figure would double count.
8 SepEvery quote carries what is included and what is not.
8 SepFestivals sell six to nine months ahead. Inside three
months it declines and offers the same festival next year, a different festival, or the
same dates without one.
Joni on 8 September: the rooms are gone by then and the trip
ends in disappointment. It said no twice in testing when pushed.
8 SepAbove US$20,000 it alerts your team and keeps talking to
the traveller.
An alert, not a handover. It carries on unless one of you
steps in.
05
The deposit
When they say yes it sends a secure link in the same message. The split is worked
out from the departure date, not by the Closer.
What the traveller sees
TravellerOk let us go ahead, how do we pay the deposit?
Your CloserHere is your secure checkout link: link
The deposit is 50% and it covers the flights, with the balance due 40 days before departure. Tickets are issued within 24 hours of payment.
Next I will need a clear photo of the passport bio page plus a colour passport photo for each traveller.
What it may use here
Send the payment linkPrice a tourAlert your team
Rules at this step
8 Sep50% deposit, balance due 40 days before departure, and the
full amount if departure is less than 45 days away.
Joni on 8 September, who raised the balance from 30 days to
40 for this. Under 45 days there is no time for two payments. The dates are counted in
Singapore time by the system, never by the Closer.
8 SepTickets are issued by your team within 24 hours of
payment, and it says so at the moment of payment.
25 SepThe link goes out in the same message as the yes.
In testing it once created the link and then asked for a
passport instead of sending it, so the traveller had nothing to pay with. The order is now
fixed: price, deposit, then passports.
It never asks for a card number, a security code or a banking password in the chat.
If a traveller says they have already paid, it thanks them, asks for the slip and tells
your team. It never confirms receipt itself.
06
Passports and photos
One traveller at a time, by name. It checks the passport before your team ever
sees it.
What the traveller sees
Travellersends a photo
Your CloserThanks. That one is a little cut off at the bottom, the two lines of code are missing. Could you send it again with the whole page in frame?
Travellersends a clearer photo
Your CloserThat is clear, thank you. Sarah is done. Now the same for your husband, the bio page and a separate colour passport photo.
What it may use here
Read a photoStore the passportAlert your team
Rules at this step
8 SepBio page plus a separate colour passport photo, for every
traveller.
Joni on 8 September: Bhutan immigration needs both, and no
other document by nationality.
8 SepIt checks the passport is valid for more than six months
after the travel date, and says so kindly if it is not.
8 SepA blurry or cropped image is rejected before it reaches
your team.
Your own process notes named this as a recurring cost: a
bad photo found late holds up a visa.
Your team downloads the set from the dashboard. Filing them into TRS stays with a
person for now.
07
After the deposit
It looks after the booked traveller and collects the balance when it falls due.
What the traveller sees
Your CloserA friendly reminder that the balance of US$ blanked for your Bhutan tour is now due. Reply here and I will send you the secure payment link.
TravellerYes please. Also what should we pack in March?
Your CloserHere is the link: link
March in the valleys is mild in the day and cold at night, so layers and a warm jacket. Comfortable shoes for Tiger's Nest if you are doing it.
What it may use here
Send the payment linkPrice a tourAlert your team
Rules at this step
8 SepThe balance reminder is set for 40 days before
departure, in Singapore time, without anyone chasing it.
Built and waiting on one thing: a message WhatsApp has
approved. After 24 hours of silence WhatsApp only allows an approved message, so until
that is done the reminder cannot leave. Today a consultant sets it by hand off the TRS
tracker. Ugyen also raised whether it should be the Closer or a trigger from TRS, and that
is still open.
Any change or cancellation to a booked trip goes to a person, always.
When it brings in a person, and when it stops
—
Your team takes over
One step for everything the Closer must not finish itself. It tells the traveller
what happens next and alerts you in the same message, so somebody actually does it.
What the traveller sees
TravellerWe would like to stay at Amankora. How much is it, roughly?
Your CloserThe honest answer is that I do not hold those rates, and a made up number would only waste your time later. Amankora rooms are held in small numbers, so our team confirms both the room and the rate with Bhutan.
Send me your dates and how many nights and I will get that moving now.
All it may use here
Send the replyRemember a detailAlert your team
What arrives here
22 SepAny 4 or 5-star or luxury request, before anything is
confirmed. It has no pricing tool at this step at all, so even if the traveller insists
there is nothing for it to quote with.
This is a change from what we sent you on 9
September, where we said it could give a rate from your hotel list and add that your
team confirms availability. Your rate card prices 3-star, so a higher tier priced from
anywhere else is a number Bhutan may not honour. Tell us if you want the old behaviour
back and we will need the hotel rate list to do it.
8 SepA total above US$20,000. That one is an alert, not a
handover: it keeps talking to the traveller unless one of you steps in.
8 SepA complaint, a cancellation, a refund, a medical or
accessibility need, or a traveller already on tour.
8 SepA travel agent asking for agent rates. It points them to
drukair.com.sg.
A discount request does not arrive here. It holds the value and offers a real change to
the trip instead.
—
Speaking to a specialist
When a traveller wants a person, it offers real open slots from your specialists'
diaries and books one.
What the traveller sees
TravellerCan I just speak to someone about this?
Your CloserOf course. One of our Bhutan specialists can take you through it. I have two open slots this week, Wednesday 10am or Thursday 3pm, Singapore time. Which suits you?
TravellerThursday 3pm
Your CloserBooked for Thursday at 3pm Singapore time. What is the best email for the invitation?
All it may use here
Check a specialist's diaryBook the callAlert your team
Rules at this step
8 SepThree specialists, and whoever is free takes it.
8 SepIt only ever offers a slot that is genuinely free, read
from the diary at that moment. It never states a time it did not book.
It takes the email before booking, because the invitation goes there.
If nothing suits them it captures the window they want and alerts you, rather than
leaving it open.
—
When the traveller goes quiet
It follows up three times, then stops. Any reply from them cancels the rest.
What the traveller sees
Your CloserDay 2. Hi Sarah, just checking whether you had any thoughts on the March dates. Happy to reshape the trip if the timing is awkward.
Your CloserDay 5. Still here whenever you are ready. March fills early for Paro Tshechu, so I can hold provisional dates if that helps.
Your CloserDay 9. I will leave it there so I am not crowding your inbox. Message me any time and we pick up exactly where we left off.
Wording is a draft. You approve all three before WhatsApp does.
Rules at this step
8 SepDay 2, day 5, day 9, and then it stops.
Joni on 8 September, and it matches your own enquiry notes,
which chase at 48 hours, day 5 and day 9.
8 SepAny reply from them cancels the rest of the sequence.
8 SepNothing goes out between 10pm and 7am Singapore time.
An inbound message at 2am still gets an answer straight away.
Quiet hours stop us chasing. They never stop a reply.
They are never deleted. If they write months later it picks up where it left off without
making them start again.
Where it gets its facts
It never answers a price, a tour or a date from memory. Every figure
comes from one of these, read at the moment of the conversation. Two are connected today.
Your tour catalogue
Which tours exist, how many days, and the page
with the room photos.
Connected to the Bhutan test system. 17 tours,
refreshed today
Ugyen's rate card
The price for a tour and a group, with the visa,
the government fee, hotels, meals, guide, driver and vehicle already inside
it.
Loaded, with its own tests
Your festival calendar
Festival dates and whether a departure can
still be sold.
Connected to the test system. 93 entries
Your documents
The 4 and 5-star hotel list, your terms and the
cancellation schedule. It searches these before answering and answers only from what it
finds.
Not sent to us yet. Until they arrive, those questions go to your
team
Flights
Drukair fares, seats and schedules.
No
connection, by design for now. It always says your team confirms flights
If none of them has the answer, it says your team will
confirm and alerts you. It does not guess.
What it will never do
Invent a price, a tour, an itinerary or a departure date
Price a 4-star, a 5-star or a luxury stay
Quote a flight fare, a seat or a schedule
Give a discount, a promotion or a special rate
Quote the government fee or the visa as a separate amount
Sell a festival trip inside three months
Take card details in the chat, or confirm that a payment arrived
Issue a ticket, or assign a hotel, a guide or a driver
Confirm a 4 or 5-star room is available
Promise a call it has not booked, or a time by which someone will reply
Serve travel agents
What we need connected
Everything above is built. These are on your side,
and each one switches on a part of what you have just read.
Names and mobile numbers for the alerts
This is the most important one. Every time the Closer says your team will confirm a 4 or
5-star room, or passes on a complaint, or flags a large booking, it sends an alert. There is
nobody to send it to yet, so those promises currently go nowhere. One name and one number is
enough to start.
The three specialists' calendars
Shared with our service account, which looks like an ordinary email address. Until then
"speak to a specialist" cannot offer a real slot or book anything.
Your 4 and 5-star hotel list, and your terms
The Closer answers those only from your own documents and never from memory, so until we
have them every one of those questions goes to your team instead.
Your WhatsApp number
It is on our test line today. Yours needs to be a number with no WhatsApp app installed on
it, so your existing lines keep working exactly as they do now.
The live Bhutan tour system
We are reading tours, prices and festival dates from your test system. Until we are on
production, treat every figure in a test conversation as indicative.
Three follow-up messages, approved
We will draft them for day 2, day 5 and day 9. You approve the wording, then WhatsApp
approves them. Nothing can be sent after 24 hours of silence until that is done.
Still open, and we need your word
Nine things are still our best reading rather than
your instruction. Each one is a single line to change once you tell us.
Does a 3-star booking confirm itself once the deposit is paid, or does one of your
team tap confirm on every booking? Today the Closer carries on to passports on its own
Who owns the 40-day balance reminder, the Closer or a trigger from TRS
Full payment as a choice. Many travellers prefer one transfer to avoid two bank
charges. Should the Closer offer it
Which offers are live, if any. The Closer mentions none until you say
Next year's fixed departures. Offer them in chat alongside private trips, or not
How many days we keep passport images, and who at Druk may see them. Joni suggested
about three days
The single room supplement. Your rate card sets it to zero, and the tour system
carries 60 US dollars a night. The card wins today, so a single room is priced with no
supplement. Confirm that is right
The processing fee. Your rate card sets it to zero and the tour system carries 5%.
The card wins today, so no fee is added
The specialist call windows. We propose 10 to 12 and 3 to 5pm, Monday to Friday, 30
minutes. Tell us if that is wrong
One more we owe you an answer on, rather than the other
way round. Joni asked whether quiet hours could follow the traveller's own country rather than
Singapore time, so a European enquiry is not chased at 3am their time. It is Singapore time today.
We will come back to you on it.
Telling us it is wrong
This is the part we need from you. Read down the steps and mark anything that does not match
how you sell. The most useful corrections are the small ones: a rate that has moved, a rule that
is the other way round, a tour that should never be offered in a certain month, a sentence you
would never say to a traveller.
Give us the step number and what it should say instead. A voice note is fine.