Help and manual

Words that appear on a screen are set like Review & Pay, and a route through menus like Smart Moves → At Your Destination → Currency Converter. Search this page for the words you are looking at and you will land on the right paragraph.

The manual has four parts: for travellers using an agency's B2C bot; for agents selling from the Buraq B2B portal; for the tenant running the Buraq B2B console; and for the staff who work the email desks. The last part answers common questions and defines terms.

Each agency releases the products under its own name, logo and colours. Where this manual says “the bot” or “the portal”, your screen will show your agency's brand. The screens, menus and words are the same.

The screens drawn on this website are illustrations built from the products' own labels; fares, names and dates in them are examples. Nothing in this manual depends on a picture: every control is named in words.

B2C bot

The assistant an agency releases to the public: end travellers, guests and open clients. Web, WhatsApp and email. Searches live, books in three steps, keeps trips, carries 18 tools, speaks and translates.

Buraq B2B

Used between agencies. Sub-agencies sell from the agent portal; the tenant runs the admin console, including the GDS terminal. Wallets, contracts, pricing, bills, reports.

Email desk

Three desks: customer support for the B2C bot, and an agent desk and a supplier desk for Buraq B2B. Automatic answers where safe, a review queue where not, and never a ticket, payment or cancellation by email.

What they share

Your agency's content connections, pricing, booking records, ledger and audit trail.

Every console has a Help button at the bottom right, also opened with Cmd K on a Mac or Ctrl K elsewhere: the Buraq B2B portal, the Buraq B2B admin console, the platform admin console and the subscriptions console. Type a word such as “markup” or “OTP” and it lists the screens and settings that match; press Enter to go there. Ask a question in plain words and it explains what a setting does, in your language, and offers a Take me there button that opens the screen, scrolls to the field and outlines it with a short note.

It only knows the screens your role can see, and it never changes a setting for you. The B2C bot has its own Help and support drawer for travellers, described in the traveller part of this manual.

Your agency's bot opens on a landing page in the agency's brand, with a welcome line and a row of service tiles: Flights, Tours & Packages, Hotels, Umrah, Visa Services, Travel Insurance, Transport & Transfer and Support. Below them the agency's enabled capabilities are listed, such as instant price quotes, holding or managing bookings, changes and cancellations, and billing questions.

The button reads Start Chatting as Guest → when the agency allows guests and you are not signed in, and Open Chat → otherwise.

A guest can ask anything and search live. A guest session lasts up to a day and is not linked to a name. Some things ask you to sign in first: saving favourites, saving trips, voice, attachments, trip costs and Smart Moves. When you sign in, the conversation comes with you.

Enter your email. New addresses receive a one-time code and then set a password and a profile; existing accounts enter their password. You can also continue with Google, Microsoft or LinkedIn. Some agencies approve open-client registrations by hand; until then the screen says the account is pending.

Forgot your password? Use the link on the sign-in page; a reset link is emailed and opens the reset screen. If you have lost access to your email, Recover account walks through identity checks with your agency.

A sign-in card appears with a title that says why: Continue Chatting, Save Your Favorites, Complete Your Selection, Invite Your Group, Session Expired, Sign In to Start a New Chat, Sign In to Save Bookmarks, Sign In to Save Trips, Sign In to Use Voice, Sign In to Attach Files, Sign In to Save Trip Costs or Sign In to Use Smart Moves. Close it to keep chatting as a guest, where that is allowed.

Open the chat info drawer (the information icon in the header) for Help and support and your account. The account and security drawer shows your profile, lets you change your password, download your data and delete your account. Deleting asks you to confirm; bookings already made stay with your agency as its records require.

Before a sensitive action you may see a step-up gate asking for a fresh one-time code sent to your email.

A new chat opens with two large cards, Plan a trip (destination, dates & budget) and Discover your style (a quick travel personality quiz); a Travel toolkit row with Flight Tracker, Explore, Best Time to Travel and Visa Requirements; Popular destinations such as Istanbul, Dubai, Makkah, Cairo, London, Rome and Bangkok; and an Interactive menu of the agency's services.

Type in the box at the bottom and press Enter or the send arrow. The plus button opens attachments: Camera, Gallery, PDF, Scan and Text. The microphone records a voice message that is transcribed and answered; hold to talk on a phone. Suggestion chips above the box offer likely next steps; tap one to send it.

Prefer to fill in details rather than type? Search in the box opens a search form for flights and hotels, with the chat still one tap away (Back to chat or Esc). On a first visit a short tip points to it. Whatever you have already typed fills the form in: “Karachi to Dubai 12 Oct back 18 Oct, 2 adults, flexible” arrives with both cities, both dates, two adults and ±3 days set.

Two tabs switch between Chats (all your conversations, newest at the bottom) and Trips (the Trips hub). The header holds the Smart Moves menu, a theme toggle (light, dark), a text-size toggle that changes the size of message bubbles, and the chat info drawer with Help and support, the agency's contacts and the privacy policy.

Plain answers come as text with headings and lists where they help. Travel results come as cards: flight cards with airline, times, stops, bags and price; hotel cards with stars, distance and rate; package cards; a strip of options you can swipe. Tap a card to open its detail drawer. Some cards carry a Compare action to set options side by side, and a bookmark to save them.

Small cues under a message point at entities it mentioned (an airport, an airline, a city); tap one for a quick peek with facts, experiences and related places. You can hide a type of cue from its menu.

Say where, when and who: “Flights Karachi to Dubai on 15 October, 2 adults and an infant, business if it is under 200,000.” The bot asks for anything missing, and offers Fill in the details instead to finish in the search form. You can also press Search in the message box: pick One-way, Return or Multi-city, the airports, dates, travellers and cabin, and under the dates choose Exact, ±1, ±2 or ±3 days to compare nearby dates (one-way and return trips). Search flights posts a short summary of your search in the chat, with Edit, and the answer comes back as a normal reply you can keep chatting about. The full search panel is also under Flights in Smart Moves: airports autocomplete as you type, the passenger picker counts adults, children and infants, and the cabin is a switch.

Results are live from the agency's connected airlines and GDS. Each flight card shows the airline and flight number, departure and arrival times, duration and stops, baggage where known, the fare and tags such as cheapest or fastest. A price sparkline shows how the fare has moved. Filters narrow by stops, airline and time of day.

On a flexible-date search, a row of dates above the cards shows the lowest fare for each day, with Your date and Cheapest marked; on a wide screen a return trip shows a grid of departure against return dates instead. Tap a day to see its flights; nothing is searched again. If a day has a fare but no cards, tap Show flights for that day. After an exact-date search, Check ±3 days for cheaper fares runs the same search over nearby dates, and Modify reopens the form with your search filled in.

From a card: Fare Rules opens a drawer that explains refunds, changes and baggage in plain words alongside the airline's text; Seat Map Peek shows the cabin with the better and worse seats marked; the itinerary panel lists every segment with terminals and layovers.

Flight Tracker takes a flight number and date and follows it: scheduled and estimated times, gate and belt when published, and delay alerts. On the day, Gate Finder, Baggage Belt, Delay Radar and Planes Overhead in Smart Moves → At the Airport answer the four airport questions.

Ask for a city, dates and guests, use the Hotels tab of the search form (Search in the message box), or open Hotels in Smart Moves. Hotel cards show stars, area, distance to landmarks (for Makkah and Madinah, the distance to the Haram), rate per night and total. The detail drawer has photos, amenities, rooms and the cancellation terms. Book from the drawer; the booking steps are the same as for flights with Hotel Selected and Guest Details.

Umrah Packages lists the agency's group departures with Makkah and Madinah hotels, nights, transport and per-person prices by room type. Ask for “Umrah for a family of five in the last ten nights of Ramadan” and the bot picks matching packages and quotes. The Umrah & Ihram Guide, Qibla & Prayer Times and Hijri Converter tools sit under Smart Moves → Faith & Pilgrimage.

Visa Requirements answers “Do I need a visa?” for a nationality and destination. Visa Services lists what the agency processes, the documents needed, processing days and the price, and starts a request that the agency's team completes with you.

Tour Packages, Transport & Transfer and Travel Insurance open the agency's catalogue for that service. Browse All Services shows everything on offer. Where a service needs a person, a contact form appears in the chat and your request goes to the agency with the conversation attached.

A recap of your selection: the itinerary as a timeline, the fare basis and rules, bags included, and, where the airline offers them, extras such as seats, bags and meals in the ancillary grid. Change your mind here and go back to the results.

One card per passenger: Title (Mr, Mrs, Ms, Mstr), given name and surname exactly as on the passport, date of birth, nationality, passport number and expiry. A Saved traveller strip fills a card from people you have booked before; Copy from P1 copies the first passenger's details to another card. Point the camera at a passport with Document capture and the fields fill themselves; check them. The contact block takes the phone and email that will receive the confirmation.

The price breakdown shows base fare, taxes and fees per passenger and the total in your currency. The Payment card offers the methods your agency enables: Apple Pay and Google Pay where your device supports them, Bank transfer, Cash, or card with Card number, Expiry, CVC and Name on card. A note explains that your bank may ask you to verify (3-D Secure) and you will be redirected briefly if required.

If the fare has moved since you selected it, the review says so and shows the new total before you pay.

The confirmation lists your references: Booking reference (PNR) or GDS reference (PNR), Airline confirmation (which may read “Confirming with airline…” for a moment) and one E-ticket number per passenger, or an Airline order ID for airlines that issue orders. Download the receipt as PDF, open the secure booking link you were emailed, and find the trip in the Trips hub.

Open the trip and choose My Trip. You can always view the Invoice, Accept schedule change when an airline moves a flight, use Web check-in, Resend e-ticket and check Refund status. Other changes (dates, names, cancellation, refunds) appear as self-service where your agency allows, otherwise as Request via agency, which sends the request to the agency's team with your booking attached.

The Trips tab groups your trips as Upcoming, Active (you are travelling now) and Past, with Search trips above. A trip card shows the destination, dates, the next event and a weather chip. Trips with the same title are numbered so you can tell them apart.

The trip detail view has a timeline of everything in order (flights, hotels, transfers, activities, notes), a companions list, coordinators (the people organising, such as a group leader), a documents checklist per traveller, reminders, and Trip actions: share, invite, import, export.

Share trip makes a trip brief: a read-only page anyone with the link can open, without signing in. Invite sends a link that lets a companion join the trip in their own account. Coordinators can be given the right to edit.

Import booking takes a pasted confirmation or an uploaded PDF and adds the flights or stays to the right trip, asking with the trip picker when it cannot tell which.

The bookmark on any card saves it to My Bookmarks. Saved items appear in a panel grouped by type and can be dropped into a trip or compared.

Ride entries open the ride app installed on your phone (or its website on a computer) for the region you are in: Uber worldwide, Careem in the Gulf, Saudi Arabia, Egypt and Türkiye, Bolt in the UK, Europe and Türkiye, Grab in Malaysia, Thailand and South-East Asia.

Smart Moves → At Your Destination → Driving Mode opens a full-screen, large-type view. Choose a language from the 52 offered, tap the big microphone, ask, and the answer is read aloud. It is meant for the passenger seat or a parked car; it does not navigate.

Pick You speak and They speak; Swap languages reverses them. In manual mode, Tap a speaker to talk: tap You or Them, speak, then pause; the translation plays out loud and appears as text. Auto mode listens to both languages and reads the translation aloud. Mute voice keeps text only; the replay button on any turn plays it again; Close Live Translator returns to the chat.

Message your agency's WhatsApp number and the same assistant answers, with the same fares and the same memory of you. Cards become short messages with numbered options; reply with the number. Booking, voice tools and the Trips hub open in the web bot through a link the bot sends.

Write to your agency's support address. Questions about availability, fares, the agency's services and the status of a booking are answered automatically, usually within a minute, from the agency's address. Anything about refunds, cancellations, tickets or payments is passed to a person, and the reply tells you so. Email never completes a booking or a payment.

Sign in with the email and password your tenant created for you. If your contract enforces two-factor authentication, a correct password is followed by a six-digit code sent to your WhatsApp number and email: Enter your code, Verify code & sign in, Resend code. Sessions end after 12 hours. Forgot password? on the sign-in screen sends a one-time code to your WhatsApp number and email; entering it with a new password signs every session out. The Policies & FAQ link under the sign-in panel opens what your tenant has published, before you log in.

“Your agency at a glance — live figures from your bookings, wallet and bills.” Ranges: Today, 7 days, 30 days, This month, All time. Tiles for Searches, Bookings, Tickets, Wallet and Your earnings; charts for Live searches per day, Issued per day and the Sales trend; Top routes and Top airlines; Recent bookings (“Latest reservations and issued tickets”, newest first); and Notifications, including daily desk digests when your tenant has them on.

Help at the bottom right (or Cmd K / Ctrl K) opens a panel that finds any screen or control in the portal. Type “top up”, “PNR” or “statement” and pick the match, or ask “where do I see what I still owe?” and it answers and offers Take me there, which opens the screen and highlights the control. Chips at the top suggest the common jobs on the screen you are looking at. It explains and navigates; it never reserves, tickets or pays.

“Search live fares across your connected airlines.” Choose One-way or Return; enter From and the destination (the arrows Swap origin and destination), Departure, the Return date for a round trip (on or after departure), Passengers (Adults, Children 2 to 11, Infants under 2 on a lap; one lap infant per adult, at most nine seated passengers) and Cabin. Results list airline and flight, times, cabin and Amount at your agency's price; a return fare shows its OUT and RET legs. Filters narrow the list; “No fares match these filters” means loosen them. Search failed means the airline did not answer; try again.

Choose a fare and enter each passenger (one card per adult, child and infant from the counts): Title (Mr, Mrs, Ms, Mstr), First name, Last name, Passport number, plus the lead Mobile (Pakistan) and Email. The optional Add-ons & special requests step lets you Choose seats on the live seat map and pick meals, assistance, bags and other priced services per passenger; they are filed with the airline on the reservation, and File add-ons with airline on the Reservation confirmed screen sends any you add later. Reserve creates the reservation and shows the reference; the booking appears as Reserved with Hold expires set from the hold window your tenant set, capped by the airline's own ticketing time limit. “Couldn't reserve” names the reason, usually a wallet limit or a fare no longer available.

From a reserved booking choose to issue. The prompt reads Issue a live e-ticket? and shows the amount that will leave your wallet. If your contract requires it, One-time code required appears: a six-digit code is sent to the WhatsApp number on your account, lasts five minutes and allows five attempts; Resend code sends another. If your contract says Ticket issue is Not allowed on this contract you can only hold PNRs and your tenant issues them. On success the status becomes Ticketed and the e-ticket view is available; Ticket not issued means the wallet debit or the airline issue did not complete, and nothing was charged.

“Reservations and issued tickets.” All bookings with status, passengers, amount and reference; a Reserved row shows when its hold expires, amber under six hours and red once past, after which the auto-release worker cancels it. Open one for the e-ticket panel: booking and airline references, the OUT and RET legs, the passenger table with ticket numbers, add-ons, baggage and total. Print / Save PDF prints the ticket alone under your agency's letterhead; Email to passenger sends it (or the itinerary while held) to the contact email from your agency's own sender. “No bookings yet” is the empty state.

Void ticket (Ticketed only) confirms first and names your contract's void charge and the amount that returns to your wallet; airlines accept a void only inside their void window. Release hold (Reserved only) cancels the PNR so the seats go back; nothing was charged, so nothing is refunded. Request refund (Ticketed, once the void window has passed) sends a request with an optional reason to your tenant; the booking shows Refund requested until it is approved (paid − refund charge − airline penalty credited to your wallet, tickets marked refunded) or rejected with remarks. A one-time code is asked for on void, release and refund when your contract requires one on cancellation.

Import PNR brings a booking made outside the portal (by the desk, in the GDS terminal or at another office) into My Bookings. Enter the record locator, the lead passenger surname, the base fare and taxes paid and optionally a contact. Look up & import finds the record on your agency's connected airline and GDS systems and imports itinerary, passengers and ticket numbers; when the host has no record the form switches to manual entry of segments and passengers. The fare is priced by the pricing engine, a held import gets the tenant's hold window, a ticketed import records ticket numbers without a wallet debit, and a locator already in the portal is refused.

Rates the tenant loaded: Room type, Rate / night, Check-in, Check-out, Rooms, Adults, Children, Infants (lap), Lead guest and Notes. Book at the amount shown.

Packages priced per passenger with Makkah and Madinah nights and hotels. Enter each Passenger name (as on passport) and Passport number; Remove passenger takes one off. Departure date and the per-person Amount are shown before you confirm.

Services with processing days and price per passenger; submit the Lead passenger and notes and the tenant's desk processes the file.

Block seats the tenant is selling. Each offer shows the Fare / adult, Seats for you (your allocation) and the departure. Enter passengers with Title, Full name, Type, Date of birth and Passport: “Names as on passport. Lap infants don't take a seat.” “No group flights on offer” is the empty state.

Balance, Credit limit, Used and Available to spend. The Statement lists every Debit and Credit with the running balance; “No entries in this range” means widen the dates. The Contract card shows your Contract type and terms: “Terms agreed with your main agent — these drive the limits above.” “No active contract” means you cannot issue until one is set. Two rows set by your tenant: Ticket issue (Allowed, or Not allowed on this contract: hold only, your tenant issues) and Settlement using credit (allowed up to the selling limit, or prepaid only, in which case Available to spend is what you have paid in). Transfer to sub-agent appears when you have sub-agents: pick the agency, an amount within your available and a note; your wallet is debited and theirs credited at once, both ledgers carrying the same reference, and Funds transfers lists them. A one-time code is asked for when your contract requires it.

“Top up your wallet through a gateway, or submit a bank instrument for approval.” Pay through a gateway takes an Amount (PKR) and, when your contract requires it, a One-time password; the credit lands “the moment the payment clears” and Payment cleared confirms it. Gateway payments lists “every checkout you started, including declined ones.” A Bank instrument takes Bank, Voucher / slip number, Amount (PKR), Payment date and Note (optional) and waits for the tenant's approval under Bank instruments.

Settlement bills lists Open bills with Outstanding, Paid and Remaining. Apply to bill settles one from your wallet. “No bills awaiting payment” is the good empty state.

“Export your sales, earnings and settlements.” Tabs: Sales (issued and cancelled PNRs, sale amount, segments ticketed), Earnings (base, discount, promotion, fees, SRB tax, earned), Ledger (debit, credit, balance), Content-wise (by airline or content type) and Sub-agent-wise for your own downline. Filters: dates, billing period, airline, origin, destination, status, passenger type. Export to a spreadsheet.

“Your downline and their credit”: the agencies under you with Credit limit, Used, Available, contract, status and how many agencies sit under each. Add sub-agent asks for Agency name, city or address, IATA number, Credit limit (PKR) (never more than your own limit) and Markup %, plus an optional owner login. No downline on this contract means your tenant has not allowed one; the screen is then hidden from the menu.

The logins for your agency and, when you have a downline, for the agencies under you: All, My staff, Sub-agent users. New user takes Full name, Email, WhatsApp (where one-time codes go), a password of at least 8 characters, the Role (Administrator, Staff booking agent, Viewer) and the permission switches Reserve PNRs, Issue tickets, Top up / pay bills, View reports and Manage users, plus WhatsApp and email notification switches. Needs the Manage users permission.

Your own promotion pool: discounts and promotions for the agencies under you, on top of what your tenant gives you, paid from your margin. New promotion takes a title, Who gets it (all your sub-agents or one), a percentage or flat amount, effective and travel dates, and optional airline, origin, destination, trip type and direct-only filters. An Active switch pauses one; Edit and Delete change it. A promotion never applies to your own bookings; your tenant sees it read-only.

Your conversations with the tenant's agent desk and the hold requests you raised by email, each with Raised and Last activity. Ticketing, payment and cancellation are done here in the portal, never by email.

“Your account details”: Edit name changes the name shown in the sidebar and the Dashboard greeting; Change password takes Current password, New password (at least 8 characters) and Confirm new password. Policies & FAQ in the Account menu shows the booking, cancellation and payment policies and the questions your tenant has published; it is read-only and also reachable from the sign-in screen.

“Tenant overview — live figures across sub-agents, bookings, content and money.” Tiles for Searches, Tickets, Held PNRs, Receivable, Sub-agents and Your earnings; Issued per day, whole network; Top sub-agents and Top airlines; Content & API usage, “searches and bookings per connector in this window”; and Recent bookings across sub-agents.

New sub-agent asks for Agency name, Full name, Email, Password, WhatsApp, City / address, IATA number, Credit limit (PKR), Markup % and a Group. The list shows Wallet balance, Credit limit, Markup, the contract state (No contract until you create one) with Hold only and Prepaid only tags where the contract switches are off, and Downline: how many agencies the sub-agent has under it and whether its contract allows one.

Sub-agent users with Full name, Email and Role. “Role decides which app and menus they see; permissions decide what they may do.” Each user also has WhatsApp and email notification switches. Sub-agents with the Manage users permission manage their own staff and downline logins from the portal's Users screen.

Every scheduled-flight reservation and e-ticket across the network: Search PNR, passenger, sub-agent, the All / Held / Ticketed / Closed filter, Held (not ticketed) with how many expire within six hours, and Ticketed sales. A held row shows Expires in. Open a booking for the same e-ticket panel the portal has: Print / Save PDF, Email to passenger, Issue ticket, Release hold and Void ticket on the sub-agent's behalf, honouring its contract's one-time-code rules (the code goes to your own WhatsApp number). Import PNR brings a booking made outside the portal into a sub-agent's bookings. Refund requests at the top lists waiting requests with the amount paid, the contract refund charge and the reason: Approve & credit wallet asks for the airline penalty and credits paid − refund charge − penalty; Reject returns the booking to Ticketed with remarks.

Every network needs one; the console says No tenant master contract yet until it exists. It carries the Content rail and the Airline & GDS connectors this tenant can sell, and the Sign-in security defaults: Enable two-factor authentication and Grace period for 2FA setup (days).

Contract Setup: Name, Contract type, Effective from and Effective to, Credit terms and billing cadence with the Cycle, Content and optional API rails, Allow emulation (act as a sub-agent), Allow a downline (lets the sub-agent onboard its own sub-agencies from the portal), Ticket allowed (off = hold only: the sub-agent holds and you issue from Bookings), Allow settlement using credit (off = prepaid only) and Authentication: Enable two-factor authentication with OTP on ticketing and OTP on cancellation, which also asks for a code at sign-in. Contract Details adds Discounts specific to this sub-agent, with scope such as Airlines (IATA), From (IATA, comma-separated), Fare basis, Flight number, Apply on direct flights only, Apply on interline flights only, Apply on code-share flights, Apply on SOTO flights only and Cancellation terms. A Calendar of the billing cycles “appears after you save.” Active contract exists warns before you create a second one.

Each rule has a Rule name, Model, Price type, Effective from/Effective to, and a scope: Airline, Origins, Destinations, Booking class (RBD), Direct flights only, Round trip, Content rail and API / connector. “Leave a filter empty to match any value.” How pricing is chosen explains the order rules are applied in.

Agent groups carry rules for a set of sub-agents; New group names one. Promotions are dated discounts with a Discount type and scope. Promotions a sub-agent runs for its own downline are listed here read-only with Set by; only that sub-agent changes them.

“Runs the exact engine used at search time — nothing is estimated.” Enter a Sample fare (Base fare (PKR), airline, origin, destination, class) and Sell as (sub-agent); the Breakdown shows the Price and Rules considered: “every rule in scope for this sub-agent, and whether it fired.”

Add hotel: Hotel name, City, Country, Address, Stars, Distance to Haram for the holy cities. “Hotels are reused across packages and rates.” Hotel rates are “per room per night, B2B, with a validity window”: Room type, Rate per night (PKR), Label (optional).

Package name, Makkah hotel and Makkah nights, Madinah hotel and Madinah nights, and prices per person by room type: Price per person · Quad (PKR), Triple (PKR), Double (PKR). “Priced per passenger.”

Service name, Processing days, Price per passenger (PKR) and Notes. The Booking desk lists product bookings from sub-agents with the amount and passengers.

“Airlines, GDS accounts, hotel and visa vendors and the terms you hold with them”: Name, Contact person, Email, Phone, Credit terms, Plating carrier, Reached via (connector key) and Notes. The supplier desk inbox shows correspondence; “No supplier desk inbox yet” means create one under Messaging.

Open selling windows per sub-agent; Close this selling window now and issue the bill ends one early. Bills show Billed to date, Outstanding, Overdue, Paid and On hold. Record a payment takes the Amount received (PKR) and applies it.

“Balance and headroom per agency. Adjustments post straight to the ledger.” Opening position, Receivable from sub-agents, Prepaid by sub-agents, Limit and Available. Bank instruments awaiting approval with Cleared and Declined / expired states; Gateway payments with Awaiting payment and Awaiting OTP. A manual entry takes Entry type (Debit or Credit), Amount and Reason: “Manual ledger entry — use sparingly, every entry is attributed to you.”

“How your agency appears to sub-agents across the portal, e-tickets and invoices.” Brand name, Logo URL, Favicon URL, Brand colour, Secondary colour, Email sender name, Email reply-to, Send from, Invoice footer. Platform attribution shows whether “Powered by” is displayed; only platform staff can change it. Sign-in background URL puts an image behind the sign-in panel of the portal and this console. Policies (plain text, blank line between paragraphs) and FAQ (lines starting Q: and A:) are published on the portal's Policies & FAQ screen, linked from the sign-in page too.

Currency, Hold window (hours) and Daily search limits: “per connector, per day, across all sub-agents. Empty = unlimited.” Sign-in security sets two-factor enforcement for the network. The hold window also sets when a held PNR auto-releases, capped by the airline's ticketing time limit. Your own sign-in screen has Forgot password? by one-time code.

The content connections available to this tenant with Searches · 30d per connector. Credentials themselves are entered by platform staff and shown here only as masked summaries.

Platform → Terminal. Choose Sabre, Amadeus or Galileo. The status bar shows the rail, HOST or EMULATED, and the mode selector Auto, Host, Emulated. Type entries in the Terminal entry line; the screen answers in that system's format. Formats opens a cheat-sheet; type HELP for the full list.

HOST: your account has a live host session with the vendor and screens come back exactly as the vendor sends them. EMULATED: the entry is understood in that system's syntax and run against your connected content, and the screen is drawn in that system's format; the bar says why the host rail is not active. Host mode forces the host and answers “HOST NOT AVAILABLE” rather than silently emulating. /MODE HOST, /MODE EMU and /MODE AUTO switch from the entry line.

Special characters are on the toolbar: Cross of Lorraine (also ] or #), Change key (also [), End item, Field separator. Colours in the screen follow the vendor's conventions (Green, Amber, White).

Your reservation in progress, availability displays, fare display and history are kept per user and per system; the bar shows Unsaved work area while something is pending. I or IG ignores the reservation; Ignore & clear or /RESET clears everything. Work areas are kept for 30 minutes of inactivity.

End-transact reserves under the sub-agent's own pricing and wallet checks; the ticketing entries debit the wallet; void refunds it less the void charge; cancel releases the reservation. A record displayed from the host that was not sold here is display-only. Accounts without live ticketing get a reservation marked “DEMO”.

The Help button at the bottom right of the console, or Cmd K on a Mac and Ctrl K elsewhere, opens the help panel. The same panel exists in the Buraq B2B portal your sub-agents use, in the platform admin console and in the subscriptions console, with the screens of that product.

Type a word and the panel lists matching screens and settings as you type: “credit limit” shows Credit limit (PKR) on Sub-Agents, Selling limit (PKR) on Contracts and the rest. Use the arrow keys and press Enter, or click a match: the screen opens, the control is scrolled into view and outlined, and a short note says what it does. Where a screen has tabs, the right tab is opened when the address carries it.

Write a question instead, in your own words and language: “how do I require an OTP when a sub-agent issues a ticket?” Press Cmd Enter or Ctrl Enter, or choose Ask the assistant under the matches. The answer names the screen and the navigation section, explains the setting in a sentence or two, lists the steps when there are several, and adds a Take me there button for each screen it points at. With nothing typed, the panel shows what the current screen is for and chips for the common jobs on it.

It only lists the screens and settings your role can see; if you ask for something a higher role holds, it says which role is needed. It never changes a setting, runs an action or promises that something will be done: it explains and takes you to the place. Conversations stay in your browser tab and are cleared when you close it. If no AI model has been set up for the platform, the panel says so and the search still works.

Messaging has an overview (Active inboxes, Open threads, Awaiting review, Last 24 h), and pages for inboxes, Sending domains, workflows, threads, the review queue and the outbox. “Mail provider is not configured” on the overview means the platform mail setup is pending; ask support.

1. Choose the purpose: customer support (B2C bot), agent desk or supplier desk (Buraq B2B). Give it a Display name.
2. Choose the Address: Address on your domain once a sending domain is verified, or a platform address until then.
3. How mail reaches this inbox: direct delivery to the address, forwarding from your existing mailbox, or mailbox polling (“IMAP polling is available as an adapter”).
4. How replies are sent: through your verified sending domain, or your own mail server (SMTP host, Port, Password).
5. Send a test email to an address you own and watch it arrive. Inbox created confirms.

Add a sending domain shows the DNS records to add; Checked runs verification again. “No DNS records returned” means the domain has not been created yet. Until a domain is verified, replies go out from a platform address with your display name.

For inboxes with purpose … From these kinds of sender … About these intents → treatment: answer automatically, draft for review, human only, or ignore. Set the Priority between overlapping workflows, the Review SLA (minutes), Extra instructions for the assistant and an optional persona. Each purpose is seeded with sensible workflows you can edit; “No workflows yet” offers to seed them.

Each thread shows the counterpart (their kind: guest, customer, sub-agent, supplier, blocked), the Agency, the state (Open, Replied, Closed), Last activity, every message with the Rendered email, and attachments. Reply sends now; drafting saves for review. A DMARC fail badge means the sender could not be authenticated, so nothing was answered automatically. Start a new outbound thread (for instance a rate request to a supplier) from the Suppliers page.

“A drafted reply is waiting for review.” Each item shows what was Requested, the draft, the thread beside it and the timer. Approve sends (or, for an agent's hold request, reserves and emails the reference); Reject with Reviewer remarks closes it. States: Pending, Approved, Rejected, Expired.

Every outgoing email with Queued, Pending, delivered or Dead after repeated failure, and Attempts. Retry a dead message once the cause is fixed. “Outbox is empty” is the good state.

A sender can be reclassified or blocked. Blocked senders are ignored in every desk; bounces and complaints block further automatic replies to that address.

• Is the bot a person? No. It says so when asked, and it offers a person whenever it cannot or should not act.
• Where is the setting for…? In any console, press Help or Cmd/Ctrl K, type the word, and pick the match; or ask the question and press Take me there.
• Can it charge my card without asking? No. Payment happens only on the Review & Pay step after you press pay, and only when the agency has enabled booking.
• Why does my confirmation say DEMO? The agency has not switched on live ticketing yet. Nothing was reserved or charged.
• Where are my passport details kept? With your agency's booking records, protected as the privacy policy describes, and used only for the booking you asked for.
• Can I use it in Urdu or Arabic? Yes for the bot: write in your language and it answers in it. Driving Mode and the translator list 52 languages. This website is English for now.
• Why did the agent desk not hold my option? Holds by email are confirmed by a reviewer first; unknown senders wait for a person. Check the portal's Email requests page.
• Why is a gateway payment in sandbox? The tenant's gateway is in test mode; use a bank instrument for a real top-up until it is switched live.
• How long are sessions? Signed in, 12 hours; as a guest, 24 hours.

B2C bot

The assistant an agency releases to the public.

Buraq B2B

The agent portal and admin console agencies use between themselves.

Help assistant

The Help button (Cmd/Ctrl K) in every console: finds screens and settings, explains them, and takes you there. It never changes anything.

Tenant

The agency that holds the content and runs the Buraq B2B console.

Sub-agent / sub-agency

An agency selling through a tenant, under a contract, from the portal.

Open client

A member of the public who registered with an agency's bot, with or without approval.

End user

A customer account created by the agency.

Guest

Someone chatting without an account, where the agency allows it.

PNR / booking reference

The reservation record and its locator at the airline or GDS.

E-ticket

The ticket number issued per passenger after payment.

Hold window

How long a reservation is kept before ticketing, set by the tenant.

Wallet

A sub-agent's balance plus credit limit, debited when tickets are issued.

Selling window / bill

A billing period under a contract and the settlement invoice that closes it.

Content rail

Which kind of connection a fare came through (GDS, airline API, aggregator).

Desk

One email inbox with its own rules: customer support, agent desk or supplier desk.

Review queue

Where drafted replies, sensitive actions and agent requests wait for a person.

HOST / EMULATED

Whether a terminal entry ran on the vendor's own session or against your connected content.

Travellers: use Help and support in the chat, or your agency's support email and WhatsApp shown there. Agents: your tenant's desk, from Email requests or the contacts on your Profile page. Tenants and desk staff: contact us. Security issues: the security page.