Pickup Changes, Driver Details, Vehicle Upgrades — Your Customers Get Answers on WhatsApp
Easy Trip Booking's AI Support Agent handles post-booking queries on WhatsApp — pickup changes, driver details, vehicle upgrades — automatically.
After a booking is confirmed, the calls don't stop. Customers want to know their driver's number. They need to push the pickup by 30 minutes. They want to upgrade to a larger vehicle. Each of these takes someone on your team away from dispatch.
Easy Trip Booking's AI Support Agent handles these conversations on WhatsApp automatically — so your team only gets involved when something genuinely needs a human decision.
Changing a Pickup Time via WhatsApp
Sagar had a confirmed booking for a Mangaluru Railway Station pickup and wanted to move the time to 7:30 AM. He sent one WhatsApp message. The AI checked his booking (ETB0569831), confirmed the change, and told him the driver would arrive by 7:20 AM to be safe.
No hold time. No phone tag. The booking was updated and Sagar had his answer in under a minute.
Getting driver details and trip recommendations
Ravi was travelling to Coorg and had a few questions before the trip: who is his driver, what is the vehicle number, and when should he leave to reach the hotel in time for check-in. The AI pulled up his booking (ETB0569845) and shared driver Mahesh Shetty's number and vehicle (KA 19 P 7890), gave him a departure time recommendation based on the route, and confirmed the hotel check-in window.
Ravi also wanted to update his pickup point to Mangaluru Airport — the AI made that change and confirmed it immediately. The next morning, before the trip started, he sent a quick message to confirm the driver had been found. The AI responded with confirmation.
A single chat thread handled everything: driver info, travel advice, pickup change, and morning confirmation.
Upgrading a vehicle
Ananya had booked an Etios for a family trip but decided she wanted more space and comfort. She messaged asking to upgrade to an Innova Crysta. The AI checked availability for her booking (ETB0569856), quoted the difference (₹800 additional, total ₹4,580), and once she agreed, processed the upgrade.
The following evening, the AI proactively sent Ananya her driver's details before she had to ask — name, vehicle, and pickup time. The support agent handled both the change request and the pre-trip communication without any staff involvement.
What the support agent handles
- Pickup time changes (advance and day-of)
- Driver and vehicle details on request
- Pre-trip reminders and proactive driver assignment messages
- Vehicle upgrades and fare difference collection
- Booking status and payment confirmation queries
- Route guidance and departure recommendations
- Pickup location updates
The agent works across languages and responds within seconds, regardless of the time of day.
What it escalates
Some situations are still handed off to your team — same-day bookings where vehicle availability needs manual confirmation, special requests that fall outside standard fare rules, and any case where the customer asks to speak to a person. Everything else is handled end-to-end in the chat.
How Changes Sync to Your Taxi Booking Dashboard
All changes made through the AI Support Agent are written directly to the booking record in your ETB dashboard. If a pickup time changes, the booking updates. If a vehicle is upgraded, the fare and vehicle type update. You always see the current state of every booking, whether it was modified by your staff or by the AI.
For a full overview of how both agents work together, see the AI agents guide for taxi businesses.
The AI Trip Planner creates bookings from new enquiries. The AI Support Agent manages everything that comes after. Together, they handle the full customer lifecycle on WhatsApp — from first message to trip completion — without manual intervention.
You can also read about the full WhatsApp notification flow that runs alongside both agents, keeping customers updated at every stage automatically.
Easy Trip Booking's AI Support Agent answers customer WhatsApp queries around the clock — so your team focuses on running trips, not fielding calls. Book a free demo to see it in action.