Sales Role in New Connections

• API Fee Discussion: Encourage client to opt-in before go-live. Integrations cannot be set up until this is complete.
• Set Expectations: Check emails. Connectivity will email you within 24 hours of going live. While we strive to minimize disruptions, some downtime is unavoidable. Certain processes are not instantaneous and may be beyond our immediate control.

All Clients (T0+)

The OB Team adds Affiliates that the client works with to the Affiliates section of the client Dashboard. In addition, OB/AE handles reservation transfers and client communications before the client Dashboard goes live.

Enterprise Clients (T4+)

For Enterprise Dashboards that require mapping preparation before the Dashboard goes live, please tag the Enterprise Connectivity Team (@eyes_on_the_prize) in the shortname’s Slack room.

For Channel API partners:

• A list of the Channel OTAs the client wants to connect to
• A list of FareHarbor items that need to be mapped & to which specific OTA products they will need to be connected to
• (Optional) Corresponding OTA product page links for the FH items they would like to connect
  • These are helpful so that our team can compare the setup of OTA products to FH items.
• Note: Please do not collect OTA login information from clients as we are not able to login to accounts due to two-factor authentication.

For External API partners:

• External API partners do not need mapping preparation ahead of time as API permissions and commissions are added by the FareHarbor Connectivity Team at go-live and the OTA partner finalizes the connection from there.

1. When a client Dashboard with API Affiliates goes live, a Zendesk email is sent to the API Connectivity Team (triggers are per shortname).

   • Note: If affiliates are added after a client’s Dashboard goes live, the Connectivity Team won’t get an automated Zendesk email. The OB/AE should then create a ticket for the Connectivity Team to proceed with the new connection.

2. The Connectivity Team reviews the list of Affiliates in the Dashboard and reaches out to the first POC listed in Close to provide them with next steps of each API connection.

   • Channel APIs (Viator, GetYourGuide, Airbnb, Google, Expedia, Website Travel) are handled by the New Connection Team.
   • External APIs are supported by the External Connectivity Team (@exterminators on Slack) but please note that External API mapping is completed by the OTA partner. FareHarbor only adds API permissions to the affiliate and the partner completes the connection from there.

3. Mapping an API connection is a complex process! Clients should be prepared to answer emails from the Connectivity Team during the mapping process.

4. We cannot provide connection completion dates due to factors like client volume, product count, and client response times. To make sure their connections can go live as quickly as possible:

   • Clients should be prepared to respond promptly to emails from the Connectivity Team, since they may have important calls-to-action or questions about their setup.
   • Clients should set up all of their OTA products before asking the Connectivity Team to initiate an API connection.

1. A Connectivity Agent claims the Airtable record for the connection, ideally claiming all OTA connections for a client to prevent communication issues.

2. The Connectivity Agent matches the client’s FareHarbor item(s) with its corresponding OTA product(s) to create a ‘mapping file.’ This mapping file is managed solely by the Connectivity Team. Client communication is documented via linked Zendesk tickets in the Airtable file.

1. When the API mapping is complete, the agent will submit the mapping for a quality control check.

2. Once the check is completed and changes are actioned as needed, the connectivity agent will send the client a ‘go live’ email in Zendesk.

   • Viator, Airbnb, Google: Set live by FareHarbor
   • Expedia, Website Travel: Set live by the OTA
   • GetYourGuide: Set live by the client

3. The agent will then mark the integration as “live” in the Airtable record, update the Connectivity-Live field in Close, and ping the AM/OB4 in Slack using the API Live workflow.