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Agent Management

Want to get more business by partnering with concierges, information centers, local attractions, and other agents that will drive people your way? Xola's Agent Management feature will help you easily track reservations and partner commissions. Agent Management will also let you define each agent's commission level, discount applied for reservations they generate, communication and purchase preferences, and more.


What's covered in this article:

Setting Up an Agent

Organizing your Agents

Editing and Archiving an Agent

How to Add an Agent to a purchase

How to Remove an Agent from a purchase

Partner Commission Report

Agent FAQs


Setting Up an Agent

  1. Navigate to Distribution > Agents
  2. Click +Create Agent.

Agent Profile:

    • Parent Agent - If you have a partnership with an umbrella organization that has multiple individual agents, you will need to add a Parent Agent. This is only necessary when you need to track or reconcile with each individual and not the parent as a whole.  
      • You can also click the arrow next to Parent Agent and choose an existing Parent, and you can create a Child Agent under their umbrella. 
    • Name, Email, and Phone - Add the full name, email address, and phone of the Agent. While not required, adding the email address is best practice and will show on the invoice to your Agent. 
      • Allow login access toggle: You can grant your Agent, Parent and Child, back office access to your Xola dashboard. To learn more about Agent User log-ins, click here
    • URL - Add the Agent website here. This will show on the invoice when printed. 
    • Address - When filled out, this field will show on the invoice sent to your Agents.
    • Notes - For internal use, to help you keep notes on the Agent. These notes will not show up anywhere but on this page.
    • Code - Choose an easy-to-remember code for your Agent to use when reserving customers. It helps to have some sort of logic or system in place when choosing codes. As an example, if I have an Agent named Eva Anderson a good code would be EA. If there is a parent agent the child will inherit the parent's code. 
    • Click Next. 

Agent Management - Config.png

Commercial Terms: 

  1. Next, create or apply commercial terms to your Agent
  2. Create a new template:
    • Title:  Name your Term, so if you want to add to others you know which one to choose. 
    • Product: Choose which products you want to apply the discount and/or commission to. 
    • Terms: Most importantly, you will need to set the parameters of your partnership.
      • Basic Terms:
        • Discount Only: If your relationship only extends a discount to the customer, then you will fill in only the Discount field. For example, let's say our Agent Eva Anderson receives no commission, but she uses her code for guests at the Hilton to drum up business for local Xola providers and give Hilton's guests something special. In this case, we'd just fill out the Discount field with the discount the customer will receive.
        • Commission Only: If your customer never sees a discount but your Agent receives money depending on how much business they refer, then you will use only the Commission field. In this case, Eva Anderson is incentivized to refer business in order to receive her agreed-upon commission amount which will be reconciled
        • Discount & Commission: If your customer receives a special discount and the Agent receives a commission, you will use both fields and specify the amount. 
        • None: If you have no financial relationship with your Agent but they book on behalf of other customers then you can leave both Discount & Commission fields blank. 
        • Applies To: Select the demographics to which these terms apply. 
      • Advance Terms:
        • Edit Demographic Terms:
        • Markup, Markdown, Final Price: If your relationship only extends a discount to the customer, then you will fill in only the Adjustment field. For example, let's say our Agent Eva Anderson receives no commission, but she uses her code for guests at the Hilton to drum up business for local Xola providers and give Hilton's guests something special. In this case, we'd just fill out the Adjustment field with the discount the customer will receive.
          Commission Only:
          If your customer never sees a discount but your Agent receives money depending on how much business they refer, then you will use only the Commission field. In this case, Eva Anderson is incentivized to refer business to receive her agreed-upon commission amount which will be reconciled
          Discount & Commission:
          If your customer receives a special discount and the Agent receives a commission, you will use both fields and specify the amount. 

Agent mgmt - terms.gif

Purchase Settings: 

    1. Communications: This allows you to specify where Xola purchase communications should go. You have the option to send the confirmation email to the Agent, the customer, or both.
      • Note: Keep in mind that the Agent's email should never be put in the customer email field at the time of purchase.
    2. Agent Deposit Rules:
      • Voucher: If your Agent issues vouchers and does not collect any money from the customer directly at the time of purchase then you can use the Voucher option. A voucher is an item like a paper printout that serves as payment to be collected at a later date. 
      • Prefill the deposit value with: When the Agent code is entered, the deposit amount will be prefilled with the value you set here:
        • Total Purchase Value: The purchase amount, making the purchase $0 after the Agent code is entered. 
        • Commission amount: The deposit will be the amount you set as the commission amount above. 
        • Custom Amount: Enter a custom amount to be filled as the deposit. 
      • Allow Agent to override deposit: You can have an Agent override the prefill you specified and put whatever amount they would like as the deposit. 

Agent mgmt - settings.png

 

Organizing your Agents

In Xola, Agents can be added either with or without a hierarchical relationship in place. When there is some sort of hierarchical relationship, we refer to these as Parent and Child Agents. A Parent Agent is the umbrella organization that hosts multiple individual Agents within it. This is important when you need to either track or reconcile the Child Agent separately from its parent organization. Below are examples of both types of Agent structures.  

Parent Agent Structure: 

Agent mgmt - parent agent:child.png

Individual Agent Without Parent Relationship:

agent mgmt - solo agent.png

Editing and Archiving an Agent

To Edit an Agent: 

  1. Distribution > Agents
  2. Click the pencil icon under the Action column & edit away!

To Archive an Agent: 

  1. Distribution > Agents
  2. Click the down arrow icon under the Action column to archive your Agent. This will not delete the Agent but simply remove them from the Active view. You can restore the Agent at any time by following the same steps in the All view by using the round arrow icon to restore them.  

How to Add an Agent to a Purchase

Back Office:

  1. First, begin the standard purchase process.
  2. In the payment details section of the purchase, click Code. This is where you will enter the Agent code. Xola will keep all of your Agent codes in the handy dropdown so you won't need to remember every single code. 
  3. Once you enter the Agent code in the purchase, a box called Agent Deposit Amount will appear, if you have this feature turned on. This refers to the amount of money the Agent has collected. It is very important to put the correct amount in this box for reconciliation purposes. 
 

Agent Deposit Amount Examples: 

Since this Purchase is made at back office checkout directly by the Agent, below are a few possible situations of how the Agent Deposit should be calculated. 

  • Agent collects the entire amount: It's common for hotels to collect the entire amount from the customer, or charge the guest to their room. If our Agent Astrid collects the entire amount from a hotel customer, then she will put the total amount in the Agent Deposit box. That will later show up in Xola as a balance to be reconciled by collecting money from the agent. 
  • Agent collects no money: If Astrid the Agent does not collect any money from the customer, that means that the Agent Deposit amount in this situation will be $0. This means two things: The customer is paying the provider directly through Xola checkout. Two, assuming there is a commission structure in place for the Agent, this will later show up in Xola as a commission that the providers need to pay the Agent.
  • Agent collects only their commission amount: Lastly, if the Agent collects their commission fee in a separate payment system and charges the customer in Xola for only the amount the provider is due, then they should put the total minus their commission since it has been withheld.  

Checkout:

  1. From the provider's website, the Agent will book a tour. 
  2. In the purchase, the Agent will enter the customer's information. 
  3. The Agent will click Have a Code? on the second purchase screen and insert their issued code.
  4. Once the Agent enters their code in the purchase, a box called Deposit Amount will appear. This refers to the amount of money the Agent has collected. It is very important to put the correct amount in this box for reconciliation purposes. 
Partner Management - Add Code Checkout.png
 

 

How to Remove an Agent from a Purchase

When canceling a purchase that has an Agent code associated, you will be given the option to remove the Agent (including any associated discount, deposit, and commission) from the purchase record. 

Partner Managment - Cancel Reservation.png

If you choose to remove the Agent

  • Your reporting will no longer show that the Agent was associated with the purchase.
  • Any discount applied to the purchase via the Agent code will be removed. 
  • If an Agent deposit was collected, this amount will no longer be reflected in Xola.
    • Note: In this case, you will only be able to refund the amount that your customer has paid you, not the full amount of the transaction including Agent deposit.
  • If a commission is owed to the Agent, per the Agent code's settings, this amount will no longer appear in your reporting. 
  • The Purchases Timeline will reflect that the Agent code has been removed.

If you choose to keep the Agent

  • Your reporting will show the Agent associated with the Purchase
  • Any discount applied to the purchase via the Agent code will remain.
  • If an Agent deposit was collected, this amount will remain on the purchase record. You will be able to refund the amount your customer paid you and the amount collected as an Agent deposit. 
  • If a commission is owed to the Agent, per the Agent code's settings, this amount will no longer appear in your reporting (Partner commissions are reflected as owed when a purchase has been served).

Partner Commission Report

You can see what the general state of affairs is with your Agents - Who is selling the most of your tours? Do you need to touch base with any Agents for cash they owe? Are you behind in payouts to your Agents?

  • Go to Reports > Partner Commissions.
  • You can toggle into the Pending view to just see where you need to collect or pay Agents
    Partner Commissions.png
  • Collecting a Balance: Xola doesn't keep track of that transfer of money (we can't record when that PayPal payment or wire transfer or handover of cash occurs), but once that has happened, you can go in and click the Collect button. Then you will fill out the information in the next window so that this collection of cash registers in Xola reporting.
  • Paying Commissions: You can see if you owe commission money to any Agent. You can send them money (in any way you would like) and once it's processed, you will go into Xola, click Pay and fill out the information in the next window so that this registers in Xola reporting.
  • NOTE: Xola does not transfer any money in or out of your account for Agents.
    Agent Mgmt - Collect Payment .png
  • If you would like to know how much money your Agents have been collecting in deposits, you can go to Reports > Earnings Report > and land in the Cash Flow view. Set the date range and you can see how much has been taken in as an Agent Deposit. You can easily click on Realized Earnings for a similar breakdown.
    Agent Mgmt- Earnings Report.png

  • If you would like to export all of your purchases and see the Agent listed, you can go to Reports > Analytics > set the date range > Export Events. The CSV or Excel sheet will show the Agent Name and commission,  on that particular transaction.

Agent FAQs

  1. Should I give my Agent access to my Xola account?
    • While that is certainly a possibility depending on your specific circumstance, the Agent module is intended to allow your Agents to book from your website using their code without a need to log into your account. 
  2. How do I get an archived Agent back?
    • Agents are never deleted in Xola, to restore an Agent that you archived, simply click Agent Settings > All. From there you can make an archived Agent active again. 
  3. Can I set the commission on a per-experience basis?
  4. Can I upload voucher codes? 
    • Xola does not validate the voucher codes that come through. At the time of purchase, the Agent will have a box in which they can insert the voucher number. There is no way to pre-populate voucher codes or numbers at this time.
  5. Can I download some sort of invoice for reconciliation purposes? 
    • There is no way to download an exportable CSV file from Xola. Many people reconcile it and send a screenshot or PDF of the transactions to the Agent. 
  6. I know there are Parent and Child Agents, can you have a grandchild or grandparent Agent?
    • No, at the moment there are only Parent and Child Agent relationships.
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