NAMA OS User Manual

v7.1
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getnama.app hello@getnama.app Updated 38 sections

This manual covers everything a travel agency, tour operator or DMC team needs to run their business on NAMA. It is written for the people who use NAMA every day — owners, sales, operations, finance and agents.

Sales

From the first enquiry to the accepted quotation: leads, calls, contacts, the itinerary builder and the Cost Sheet.

1Leads

What it is

The heart of your pipeline: every enquiry, from every channel, in one list — captured, numbered, scored, assigned and tracked until it's Won or Lost.

Who can use it

RoleAccess
Org AdminAll leads
Sales ManagerAll leads by default (an admin can restrict any role to own-only with the View all leads toggle in Roles & Permissions)
Ops ExecutiveSees leads handed to Operations; can claim unowned leads and reassign leads
AgentOwn leads only, including their follow-ups, tasks and comments — and may reassign a lead they own. Reassigning a lead away removes it from their view immediately
Finance AdminNo access

Where leads come from

SourceHow it arrives
WhatsAppInbound message on your connected number → lead, auto-triaged
EmailEnquiry to your connected inbox → lead (auto-replies and no-reply mailers are filtered out); NAMA records which of your addresses it arrived at
Website / StorefrontYour storefront enquiry form or Book Now funnel
Incoming / Outgoing callLogged from the Call Desk or Call Queue
Walk-in, Referral, Social, DirectEntered by your team with the source tagged

Every enquiry gets a lead number at creation, whatever the channel — use it in handovers ("check lead 4127") instead of names that can be duplicated.

The client hears back straight away, from you. A new lead with an email address receives an "Enquiry details" confirmation listing what you captured — enquiry id, date, destination, preferred dates, nights, source and budget — so they know it landed and can correct anything wrong. A lead with a phone number also receives a WhatsApp acknowledgement when your WhatsApp is connected. Both go out under your agency's name; NAMA is never mentioned, and a lead is always saved even if the message can't be delivered.

💡 Routing rules run on every lead, however it arrived — imported, typed in, or from a channel. Set them up in Settings → Routing Rules to auto-assign by destination, source, branch or team. Whoever a lead is assigned to gets a notification in the bell.

The Leads list

  • Grouped by date, ordered by travel date — the enquiries travelling soonest surface first, and the date-group header stays pinned as you scroll.
  • Status tabs with live counts across the top — New, Contacted, Qualified, Proposal Sent, Negotiation, Won, Lost (plus Unresponsive, if enabled). The counts respect your filters and date window.
  • KPI cards above the list follow every filter you set — status, temperature, city, state, source, executive, owner and date window — so the numbers always match what you're looking at.
  • Filters: status, source, B2B/B2C type, City and State, Assigned to, Reference, Executive, branch and team, plus travel-date ranges.
  • Search with type-ahead suggestions — finds leads by client name, phone, destination, lead number, and also by the staff member on the lead.
  • Columns are yours: drag to resize, show/hide, including Created by, Assigned to, Reference, Executive, DMC Name and a dedicated follow-up date column.
  • Kanban view (icon at top right): one column per pipeline stage, drag cards between stages.
  • Deleted leads: deleted leads aren't gone — open Deleted leads from the filter bar to view and restore them.

Step-by-step: Add a lead

Add Lead is three short steps — Capture → Trip Details → Assign — and only the fields marked * are mandatory.

  1. Click + Add Lead (Leads page) or New Lead on the dashboard.
  2. Capture. Choose the lead type. B2C — a traveller: their name, phone, email, city and address (required). B2B — a partner agency sending you business: you capture the agency and its agent, not a traveller, along with the office address, city and state. Set the travel type — FIT, GIT (group) or Corporate — and, if a DMC is involved, the DMC Name.
  3. Trip Details. Destination, travel dates (calendar picker — no typing), travellers, budget. The step won't let you continue with the trip details empty.
  4. Assign. Pick the owner, and the reference if you use one. (The Executive is set later from Edit Lead, from your operations staff.)
  5. Save. The lead is created with its number, auto-triaged by AI, routed by your routing rules, and the client receives their confirmation.
💡 Let AI do the typing. The AI Capture box at the top of step 1 takes a pasted WhatsApp message or email and fills the form from it. The Quick-Add from WhatsApp button on the Leads page does the same thing in one step: paste the raw enquiry, hit Triage with AI, and NAMA extracts the destination, dates, travellers and budget.
💡 Existing client? Use the search picker inside Add Lead instead of retyping — B2B searches agencies, B2C searches customers. Drafts are auto-saved, so a half-finished lead survives an interruption.

The lead page

Every lead opens as a full page that shows only the fields that are filled in (empty sections stay hidden), with one Edit button, one status control and the quote button as the main action. It holds:

  • The enquiry: contact, trip details (Cities and Nights sit under Trip Parameters), budget, source, and the Client Memory card (what NAMA remembers about this client — see AI in NAMA).
  • Status, with a reason captured on every change and a Status Audit History showing who moved it, when, and why.
  • Activity timeline — every message, call note, status change and follow-up.
  • Comments — an internal thread for your team; comments never reach the client.
  • Assigned to — who owns the lead. Once set, the owner can be changed by an admin, by Ops Executives (who can claim unowned leads and reassign), or by the Agent who owns it.
  • Send WhatsApp Message / Send Email — the composer that sends through your connected channel and records the message on the lead.

Itineraries and quotations for a lead are created from their own modules and linked to it — the Trips screen shows the whole chain together. If a lead won't open for you, NAMA now says why (usually: it belongs to someone else and your role only sees its own leads).

Step-by-step: Work a lead with AI triage

  1. Open any lead. For WhatsApp leads, AI triage has usually already run — destination, duration, travellers, budget estimate and travel style are filled within seconds of the lead arriving.
  2. For manual leads, click Triage with AI — same result. The AI never overwrites anything you filled in by hand.
  3. Review, correct anything, save.

Pipeline stages

StageMeaning
NewJust arrived, nobody has acted on it
ContactedYou've spoken to or messaged the client
QualifiedReal intent — budget, dates and destination make sense
Proposal SentQuotation is with the client
NegotiationClient is engaged, price or plan being reworked
WonDeal closed — reachable from any stage that isn't already Won or Lost
LostDidn't happen — you'll be asked for a reason (pick from your list or "Other")
Unresponsive (optional)Auto-parked after repeated silence — turn on per workspace if you want it

Lead temperature (HOT / WARM / COLD) is separate from stage: HOT = ready to book, follow up within hours; WARM = interested; COLD = browsing. If temperature was never set, NAMA derives it from the lead's priority so old leads read correctly.

Step-by-step: Import leads from a spreadsheet

  1. Leads → Import → download the template, or upload your own CSV/Excel and map your column names to NAMA's fields.
  2. Required per row: a name plus an email or phone. Include the country code on phone numbers (+919876543210).
  3. Preview — duplicates (by email and phone) are flagged, and you choose how to handle them.
  4. Import — up to 30,000 rows per file. A summary lists created / skipped / failed rows.

Step-by-step: Merge duplicate leads

  1. On the Leads list, click Find & merge duplicate leads (the merge icon in the toolbar) and pick the two leads.
  2. Choose which record is Primary (its values win on conflicts) and confirm. All history moves to the primary.

Deleting and restoring

  • Select rows → Delete Selected. Deleted leads move to Deleted leads, reachable from the filter bar, and can be restored from there.
  • Deleting is permission-gated — admins control which roles may delete leads at all (Settings → Roles & Permissions).

Follow-ups

  • Every lead can carry a next follow-up date — it has its own column in the list, and overdue follow-ups surface on the dashboard attention banner.
  • Drafted follow-up messages (written by you or by AI) collect in Sales pipeline → Follow-ups, where they wait for approval before anything sends. Nothing goes to a client without a human clicking approve. Agents see the follow-ups on their own leads.

2Trips

What it is

One screen that gathers everything about one enquiry: the lead, its itinerary, its quotations and its booking — so you stop reconstructing context from four modules. Every lead automatically gets a Trip; everything created from that lead attaches to it.

Using it

  1. Go to Sales pipeline → Trips.
  2. Each trip shows destination, travellers, budget and a status: Enquiry → Planning → Booked (or Cancelled / Completed).
  3. Open a trip to see and jump into each linked record.

Use Trips when a client calls and you need the whole story in one look; use Leads when you're working the pipeline.

3Call Desk, Call Queue & Query Inbox

Three screens for teams that live on the phone:

Query Inbox

New enquiries waiting to be qualified, laid out as a board — triage them into the pipeline without opening each one.

Call Queue

Your day's pre-sales calling list. Each entry is claim-locked — when you pick it up, it's yours, so two people never dial the same client. The queue orders prospects by conversion likelihood.

Call Desk (Beta)

For B2B calling: your daily list, callbacks and enquiry logging in one screen. While you're on a call, the whisper card keeps the key facts about that client on screen — last trip, budget, open quote — so you're never scrambling mid-conversation. Advanced Search here spans every lead field, with date filters that correctly use travel dates (not "date added").

4Contacts & Companies

What it is

Your permanent client book, independent of any single enquiry. Contacts holds people and households; Companies holds B2B accounts (partner agencies, corporates) with their people.

Who can use it

Org Admin, Sales Manager and Ops Executive have full access. Data export is permission-gated — admins decide who may export.

Step-by-step: Create a contact

  1. Contacts → Add Contact.
  2. Pick the type — Person, Organisation (B2B), or Family (a household).
  3. Name, email, WhatsApp, city, country; for a person, date of birth and passport details if you have them.
  4. Save.

The contact record

  • Preferences — meals, seats, airlines, hotel category, special needs. Referenced automatically when the AI drafts itineraries for this client.
  • Travel History — past trips with dates, type and your rating.
  • Vault — passports, visas and loyalty programs. Numbers are stored encrypted and displayed masked (•••• 1234); documents expiring within 90 days show an amber warning.
  • Occasions — birthdays, anniversaries; these feed the Occasions module and automated Greetings.

Step-by-step: Merge duplicates

Select both rows → the merge icon → choose the primary → confirm. The duplicate's leads and bookings move to the primary record. NAMA's duplicate detection knows the difference between a traveller and a partner agency, so B2B and B2C records don't get merged into each other by accident.

5Itineraries

What it is

The day-by-day trip builder. An itinerary is a list of days, and each day is a list of stops — a transfer, a hotel night, an activity, a flight, a meal, a guide, a package, an optional extra or a note — each with a rich description, a location and a price. The itinerary feeds the quotation's Cost Sheet, the client's proposal page and the itinerary PDF.

Who can use it

Org Admin, Sales Manager, Ops Executive and Agents (for their own leads).

The All Itineraries list

Itineraries opens on the list, not the builder. The header shows a live count and one New itinerary button; below it a search box and a Created by filter, then 10 rows a page. Each row shows the title, the customer (or No client), destination and days, who created it, when, and its status — plus the actions you actually need:

ActionWhat it does
Assign To CustomerLink the itinerary to a lead — search by name, no separate save step
Itinerary PDFDownload the branded itinerary PDF
Quotation PDFGenerate a quotation from the itinerary's current state and download its PDF (each click quotes what the itinerary says right now)
ShareSend the itinerary or quotation link by WhatsApp or email
DeleteRemoves the itinerary from the list; its share link stops working

An itinerary you haven't saved yet shows as Unsaved with its row actions disabled — save it first.

Step-by-step: Build one manually

  1. Itineraries → New itinerary → Build Manually, or open an existing one from the list.
  2. Give it an Itinerary Title — this is the only required field. The customer is optional and can be attached later from the list or from the Link to Lead control.
  3. For each day, Add a stop. Pick the type — Transfer, Accommodation, Activity, Flight, Dining, Guide, Package, Optional or Note — give it a title, a description, a location, a price, and (if it differs from the day it sits on, like an overnight flight) a travel date from the calendar picker.
  4. Drag stops to reorder within or across days.
  5. Save — you're returned to the list.

Trip dates are read from the linked lead's travel dates, so make sure they're on the lead; the PDF's day rows and duration come from them.

The description editor

The stop description is a real editor, and everything you format carries into the day card, the client's proposal page and the PDF:

  • Text: bold, italic, underline, strikethrough, bullet and numbered lists, exact point sizes (10–32), a font family (sans, serif, mono) and an eight-colour palette.
  • Structure (under the ⋯ menu): tables with resizable columns, links, quotes, dividers, alignment, clear formatting, undo/redo.
  • Images: insert from the toolbar or simply paste — JPG, PNG or WebP up to 10 MB. Images land at 320 px wide; drag a corner or edge handle to resize (hold Shift on a corner to keep the ratio), or hover for the ✕ to remove one. Two images can share a line.
  • Pasted text keeps its emphasis, lists and sizes; source colours are dropped so the PDF stays in your palette.

Step-by-step: Generate one with AI

  1. Itineraries → Auto Generate with AI (also under More inside the builder).
  2. Type one sentence in the Quick Brief box — "Family of 4, Bali, 8 nights, standard, July" — and press Enter. All fields fill, and generation starts.
  3. The AI proposes priced day-by-day options, factoring in the trip's purpose, VIP status and what NAMA remembers about the client. AI Gap-Fill (under More) fills in the days you left empty on a hand-built plan.
  4. Review, edit or regenerate individual days. Always review AI output before it reaches a client.

The More menu

Everything that isn't the day plan lives under More at the top of the builder: Auto Generate (AI), AI Gap-Fill, From Template, Save as Template, Duplicate, Search Live Inventory (Beta), Preview, Export PDF, Share as microsite (a public link to the trip) and Copy link.

Templates

Save any itinerary as your own template with Save as Template, and start a new trip from it with From Template — the Template Library holds them all. A template is a starting point, not a fixed product, and it doesn't need a customer attached until you use it.

The Workbench

The panel on the right of the builder (collapsed by default — click Workbench to open it) has three tabs: Inventory to search your vendor rates and live inventory where a supplier connection is enabled, Costing for cost, sell and margin per day so you can check the margin before the quotation stage, and Assist for EKLA.

Version history

Every save is a snapshot. Version History lets you preview and restore any prior version — and restoring saves the current state first, so you can always go back. Two people editing the same itinerary at once are protected: the second save is refused with "changed elsewhere" so nobody's work is silently overwritten.

The itinerary PDF

Export PDF (or the row action on the list) produces the traveller-facing document: your logo — or your agency name when no logo is uploaded — with a Prepared By block carrying the planner's name, email and phone; the client's name and the destination as the headline (read from the lead), with the duration counted from the days actually built; then one navy row per day with its date, and each stop with its own icon, type pill, description and any image you inserted. Cost and margin never appear on it.

Itineraries (Beta) — the Masters-fed builder

The next-generation builder, in the sidebar between Quotations and Masters. Every field types against your Masters library — destinations, hotels, services, airlines — so a trip prices from your own contracted rates from the first click.

  1. Destinations — pick countries, cities and services; anything missing in Masters is one click to add.
  2. Trip setup — FIT, GIT or Corporate (the traveller fields and the per-person pricing basis follow), cities in travel order with nights per city, departure city and start date.
  3. Builder — drag hotels, transfers, activities and flights from the Library onto the day plan. A scheduling engine enforces closed weekdays, operating hours, the window a landing flight creates, and a buffer on both sides of every flight: a drop that cannot fit is refused with the reason, and a conflict created by a later edit is flagged with a warning count, never silently dropped.

New quotations and bookings build from Beta trips. Build quote from this lead on a lead opens the builder pre-filled from the enquiry, and the quote preview shows the priced summary as you drag. The classic builder above still runs your existing itineraries.

6Quotations & Pricing

What it is

The commercial document: the itinerary's stops costed and marked up on a Cost Sheet, taxes applied, terms attached — generated as a branded PDF, sent to the client, tracked to acceptance, and turned into a booking with one click.

Who can use it

Org Admin and Sales Manager create and send; Ops Executive views; Agents see their own.

Step-by-step: Create a quotation

Quotations → + New Quotation opens a three-step wizard:

  1. Basics. Link to Lead — required: start typing and pick the client from the suggestions. If they aren't a lead yet, add them in Leads first (there's an Add the lead → link), then come back. Link to Itinerary — search by title, client or destination; each row shows the trip's real value. Notes for client. Base Price is optional — once an itinerary is linked it is filled from the itinerary's value and locked, with the row relabelled Itinerary value; unlink to type a price by hand. Title, travel dates, travellers and currency (defaulting to your workspace currency) are here too.
  2. Scope. Inclusions, exclusions and terms — all optional at this point; they render as a formatted section of the PDF.
  3. Pricing. Markup %, the Apply GST/TCS toggle (the rate is read from Settings → Tax and shown read-only — change it there), and Quote valid until from the calendar. The Total — sell plus tax — recalculates live. Create.
💡 From an itinerary instead: the Quotation PDF action on any All Itineraries row, or Quote this inside the builder, creates the quotation from the itinerary in one step.

An open quotation has four tabs: Overview (the actions), Line Items, Cost Sheet and Scope & Terms (inclusions, exclusions, terms and tiers).

The Cost Sheet

The Cost Sheet is the only calculation — the list, the summary and the PDF all read from it, so they can never disagree.

  • One row per stop, carrying the stop's service type. GST and markup default per service type from Settings → Tax and Settings → Markups; a stop that already has both a cost and a sell price keeps its own margin rather than a default.
  • Edit any cell. A value you type is never overwritten — not by a later default, not by Rebuild from itinerary, which rebuilds the rows from the itinerary's current stops and restores your manual edits onto the matching rows.
  • Per-line GST means different lines can carry different rates; the sheet totals them line by line.
  • TCS follows Budget 2026: a flat 2% on the GST-inclusive value for international packages — no threshold, and never on domestic trips. The Cost Sheet adds it automatically when the trip is overseas.
  • A sent quotation can't be rebuilt — a document a client already holds is not re-priced.

The Quotations list shows each quotation's Margin (₹) — the Cost Sheet's markup total — beside its value.

Line items and charge units

Each line has a charge unit — how the supplier charges: per Person / Room / Vehicle / Group, × per Night / Day / Week / Fixed — and NAMA multiplies out the quantity for you (2 rooms × 5 nights), including occupancy variants (single/double/triple/child). Enter net cost and markup % and the sell price and margin calculate automatically. The grid icon next to a cost field opens the Rate Grid to pick straight from a vendor's contracted rate card — the rate is recorded as the line's source, so you can always answer "where did this price come from?".

Tiers

+ Add tier on Scope & Terms offers up to five options — Budget / Mid / Luxury, say — each with a name, price and summary, presented side by side for the client.

Taxes: GST and TCS

WhereWhat it does
Settings → TaxYour default rate and label, and the eight Service Tax Rates rows (Transfer, Accommodation, Activity, Flight, Dining, Guide, Package, Other) that default each Cost Sheet line
Apply GST/TCS (per quotation)Switch tax on or off for this quotation
TCSTax Collected at Source on international packages — flat 2% on the GST-inclusive value, no threshold (Budget 2026, effective 1 Apr 2026). Issuing an international invoice needs your TAN under Settings → Company profile

Step-by-step: Send it

  1. Download PDF — branded with your logo, colours and company details.
  2. Or Send to client → Email with PDF (sent from your agency, PDF attached) or Share tracked link (WhatsApp) — a message from your business WhatsApp number carrying the link, which opens the client's online view. If your WhatsApp isn't connected, or the client hasn't messaged you in the last 24 hours, NAMA tells you rather than pretending it sent.
  3. The client's online view shows the day plan, inclusions, terms and the pricing lines, with Accept and Request changes buttons. E-Signature is not available yet — the button says so and offers Send to client instead.

What the client sees on the PDF: your logo and quotation number, Prepared For / Prepared By, the Package Breakdown as a plan without per-item prices, then three lines — Land Amount, GST, Grand Total (incl. tax). Cost, markup and margin never appear.

Step-by-step: Collect a deposit

  1. Open the quotation → Collect Deposit.
  2. Amount defaults to 25% of the total, with 10 / 25 / 50% chips.
  3. Create the payment link, then send it via WhatsApp in one click.
  4. Requires your Razorpay keys under Settings → Integrations. When the client pays, the payment records against the quotation.

From quotation to booking

When the client says yes, click Mark Accepted. NAMA creates the booking automatically — once, never twice — with the quotation, itinerary and client already linked, and the Overview shows an open it link to the new booking. Save as Template keeps a reusable copy of the quotation's scope and terms.