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We automated replies we used to check one by one, saving us enormous amounts of time.

About the company

Waynabox is a surprise travel platform that specializes in surprise getaways. Users choose a date and departure point, but the destination remains hidden until shortly before the trip. Their operations combine multilingual customer service, booking management, and a surprise-based experience that must be preserved at all times.
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Channels

Gmail / WhatsApp (6 phones)

Messages

5,000

Context

Waynabox, the surprise travel platform, manages thousands of inquiries from traveling customers who want to resolve doubts about their bookings without ruining the mystery of the destination. With around 5,000 messages per month through Gmail and WhatsApp, and support in several languages, they adopted GuruSup to automate frequently asked questions, manage booking actions, and maintain total control over information revealed to travelers.

Problem

Multilingual FAQs

Repeated questions about policies, conditions, changes, and documentation in several languages were overloading the team.

Surprise trips: never reveal the destination

Agents needed access to booking data but had to ensure that neither humans nor assistants revealed the destination.

Operational booking management

Booking status checks, extensions or modifications executed directly in the database, quick and error-free confirmation resends.

Scaling a multilingual team

Operating in English, German, French, Italian, Portuguese, and more required multilingual staff that was difficult to scale.

Gradual expansion in countries and channels

New markets meant new languages, legal nuances, and additional configuration.

Solution with GuruSup

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1. Language and channel-specific assistants

Waynabox deploys assistants in 6 language-channel combinations. Each assistant understands and responds in the customer's language, while the team activates new markets gradually with consistent quality.

2

2. Real-time database access (SQL)

GuruSup agents connect directly via SQL to the booking database, enabling traveler and trip data queries, payment and status verification, booking extensions or modifications. Strict rules prevent exposure of sensitive fields like the surprise destination.

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3. Business rules: never reveal the destination

Assistants can read the destination internally to operate, but never mention it, not even by mistake or through translations. The mystery is always preserved.

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4. Recurring case automation

GuruSup automates multilingual FAQs about the surprise trip, conditions, changes and deadlines, booking status, dates, traveler info, added extras, booking extensions via SQL executions, and confirmation resends through email or the appropriate channel.

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5. Intelligent language handling

GuruSup acts as an operational translation layer: customers write in their language, the assistant responds in that language, and the internal team reads everything in their native language. This eliminates the need for large multilingual staff.

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6. Iterative country deployment

Thanks to modular configuration, Waynabox can start with one language and channel and then gradually expand without additional setup costs, reusing flows, rules, and logic.

Results

  • •High precision and consistency, even in sensitive operations like changes or extensions.
  • •Significant reduction in team workload by eliminating repetitive FAQs.
  • •Less dependence on hard-to-hire multilingual profiles.
  • •A consistent, high-quality experience across all countries, fully preserving the surprise element.

"It would respond better than I would."

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