€20,000 in trips booked in August aloneFrom customers dormant for two years: Oceanya, a Tuscan travel agency with five branches, reached them again on WhatsApp with Ambra, our AI agent
Every travel agency has a drawer full of customers who never come back. They travelled once, had a good time, and then nothing. Oceanya had a few thousand of them. In August it started writing to them again, one by one, on WhatsApp, with Ambra.
This is the story of the first campaign and the three months after it, told with the dashboard figures and in the words of Cosimo Bacci, the owner.
01 · At a glance
From problem to result
The problem
About 6,000 contacts on file and thousands of customers dormant for years. Calling them by hand meant people the agency did not have, and the newsletter ended up in spam.
The solution
Ambra, our AI agent on WhatsApp. It writes to each customer the way someone from the agency would, replies, books the appointment and logs the lead in the CRM.
The result
In August alone, with the first campaign aimed at customers dormant for two years: 1,000 messages, 30 interested, 10 trips booked, about €20,000 in revenue.
August alone: the first campaign in four numbers
1,000
messages sent
To customers dormant for two years.
30
interested customers
3% of those contacted.
10
trips booked
One every hundred messages.
~€20,000
in revenue
Revenue, not margin.
02 · Who Oceanya is
Oceanya (Travel Experience Srl) is a travel agency in Tuscany. The owner, Cosimo Bacci, found us through our YouTube videos.
The agency in four numbers
5 branches between Florence and Siena
San Casciano in Val di Pesa, Poggibonsi, Barberino Tavarnelle, Rignano sull'Arno and Certaldo.
More than 20 years in business
About 6,000 contacts on file
Cruises, group tours and event trips
Tailor-made packages, escorted tours departing by coach from Tuscany, trips to major sporting events.
03 · The problem: customers who never come back
A large share of those 6,000 contacts are customers who travelled with the agency and then disappeared: no bookings in the last two years.
Calling them one by one was the job everyone kept promising to do and nobody did, because there was no time. So the agency fell back on what everyone does.
Three ways to write to a lost customer
Newsletter
The same message to everyone, nothing personal.
Lost customers marked it as spam.
Promotional WhatsApp
WhatsApp messages sent with another tool, but they clearly read as ads.
Almost nobody replied.
Ambra
A personal message, then a conversation, as if with someone from the agency.
3 interested and 1 booking every 100 messages.
04 · How Ambra works
Ambra is our AI agent that reactivates dormant customers on WhatsApp. For Oceanya it does five things, always in the same order.
From contact to appointment
Splits contacts into groups
The first campaign started from the hardest group: customers who had not booked in two years.
Talks like the agency
It knows Oceanya's tone, what to say and what to avoid, and the trips on sale with dates, prices and what is included.
Writes the first message
It starts from a template approved by Meta, as WhatsApp requires for business messages, and personalises it for each customer.
Carries the conversation
It answers questions, listens to voice notes, suggests the right trip and aims at one thing: a phone call or an appointment at the agency.
Hands over to the team
The lead and the appointment land in the CRM automatically and the team gets an alert. From there, a person closes the sale.
We set up the first campaign together, with our team on the line while they configured it. They ran the latest one on their own.
05 · The first campaign, in a hundred messages
The first campaign ran in August, aimed at the coldest customers, with a cap of about 150 messages a day. In one month it produced 10 trips. Scaled down to a hundred messages, the result fits in this square.
Every 100 messages sent
A booking is worth about €2,000 on average, so 10 trips come to about €20,000 in revenue. These are the figures Cosimo gave us in the August interview, and he pointed out himself that this is revenue, not margin. That day other customers were still negotiating, and one had an appointment at the agency in the afternoon.
« The advantage is that it really sounds like someone from the agency getting in touch »
Cosimo Bacci, owner of Oceanya
06 · One conversation, start to finish
On October 24 a customer replies to the New Year on Lake Garda campaign. She works in a shop, is short on time and changes her mind twice about the time. Here is how it went.
In those fifteen minutes
It gave price and details
€570 per person, December 31 to January 2: dinner, 4-star hotel, tour leader and Amarone tasting.
It followed the changes of mind
Afternoon first, then morning: each time it offered the free slots again without losing the thread.
It booked the appointment
Monday October 26 at 10:00, asking which branch she preferred.
Everyone asks whether customers realise they are talking to an AI.
« Only one person has noticed so far. She came to the appointment at the agency and asked us: was that you, or was it an agent? »
Cosimo Bacci, owner of Oceanya
She came to the appointment anyway. For Cosimo the reason is the way it writes: Ambra waits the right amount of time before replying, reads several messages in a row together, now and then cracks a joke or adds an emoji. And it understands voice notes.
07 · Three months later: a campaign for every season
After the first campaign Ambra became a permanent channel for the agency. Campaigns follow the departure calendar.
The last 60 days, as of November 2, 2026
3,244
contacts uploaded
615
conversations
Customers who replied.
52
interested customers
18
appointments booked
At the agency or by phone.
One day of sends: November 2
Over the last 60 days the reply rate is 15%: 615 replies out of 3,984 messages.
08 · What the team uses every day
Ambra does not work alone in a corner. The team sees what it does and steps in when needed.
Stepping into the conversation
An operator pauses Ambra and writes instead. On the day of the interview Cosimo had done it twice: to send a trip's detailed itinerary and to tell a customer he knew to talk it over with him.
Two numbers, several campaigns
Oceanya has two WhatsApp numbers connected and moves campaigns between them when one needs to slow down.
Duplicating a campaign
Tone of voice and what to say or avoid carry over to the new campaign. Change the trip and go: for Cosimo, "half the work is already done".
Leads in the CRM, automatically
Every interested customer and every appointment is logged without copying anything by hand. Oceanya uses a Google Sheet.
Alerts where the team already works
For Oceanya they arrive by email. Slack, Microsoft Teams, Telegram, Google Chat, Zoho Cliq, Discord, Webex and Zulip connect too.
Ready-made CRM connectors
09 · What Cosimo did not expect
When we asked what he liked, Cosimo did not only talk about the agent. He talked about speed.
In the first weeks he asked for two or three changes to the platform: an extra button, a missing feature. Within twenty minutes they were live. With the suppliers he is used to, he said, it takes months.
The same work for another travel agency is in the We Travel Group case study.
10 · What this case does not prove
€20,000 is not profit
It is revenue. A travel agency's margin is a fraction of it.
An appointment is not a trip
The 18 of the last two months are people who asked to talk to the agency, not closed bookings.
The database does not empty in a week
At 150-200 messages a day, reaching a few thousand people takes weeks.
What it does prove is simpler: customers an agency has written off do reply, if whoever writes sounds like someone from the agency and not like an ad.
11 · What comes next
Oceanya still has a good part of its database to reach. The next campaigns follow the winter departures, and as the daily cap rises each campaign reaches more people in fewer days.
Would he recommend it to a colleague? Cosimo's answer was one word: definitely.
Frequently asked questions
How does a travel agency reactivate dormant customers?
By sending each one a personal WhatsApp message instead of the same newsletter for everyone. Oceanya split its database into groups, started with customers who had not booked in two years and offered real trips with dates and prices. Every conversation aims at a phone call or an appointment at the agency.
How much can an AI agent on WhatsApp bring a travel agency?
In Oceanya's first campaign, in August alone and aimed at the coldest customers, 1,000 messages brought 30 interested customers and 10 trips booked, at an average of about €2,000 per booking: roughly €20,000 in revenue. Over the last 60 days its campaigns started 615 conversations and booked 18 appointments.
Do customers realise they are talking to an AI?
Rarely. Ambra replies with human timing, reads several messages in a row together, listens to voice notes and uses the agency's tone. At the time of the interview only one Oceanya customer had asked whether it was an agent, and she came to the appointment anyway.
Can agency staff step into the conversation?
Yes, at any time. From the dashboard an operator pauses Ambra and writes to the customer directly, for example to send the detailed itinerary of a trip. When a conversation becomes promising, the team is alerted by email or on the channel it already uses.
Does Ambra connect to the CRM?
Yes. Interested leads and appointments are logged automatically: Oceanya uses a Google Sheet, and there are ready-made connectors for HubSpot, Pipedrive, Zoho CRM, Salesforce, ActiveCampaign, Airtable, Monday.com, Brevo, ClickUp, Microsoft Dynamics 365 and Go High Level. Other systems connect through a webhook.
How many messages a day can you send on WhatsApp?
It depends on the number. WhatsApp sets a daily cap on business messages and raises it as the number proves reliable. Oceanya started at about 150 messages a day, and on November 2, 2026 it sent 200. That is why it uses two numbers and can move campaigns between them.
"It's like having one more team member who does nothing but the job we kept promising ourselves we'd do, and that, for lack of time, was practically impossible."
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