Welcome to Acai

Getting started

What is Acai Travel

Acai is a travel operations platform. It includes the products your team works in:

• Copilot for advisors

• Control Tower for managers

• API that supports them all.

  Acai ingests your travelers' servicing requests, decides what each one needs, and does the work in your GDS on your advisor's instruction or on its own.

You meet it in three places:

• Acai app, where your advisors and team leads work
• Acai Omnichannel, which puts Acai inside the CRM inbox your team already uses
• SuperAgent API, for building on Acai directly.

How a request flows

1. It arrives. Acai Omnichannel connects to your CRM, mail, and other channels to ingest the case. Alternatively, it arrives through the SuperAgent API.
2. The AI Supervisor triages intent, language, sentiment, urgency, and trip complexity, then routes the case to the right flow.
3. The AI Travel Agent does the work in your GDS/NDC: quote, book, change, cancel, refund, reissue.

Acai modes

Every flow runs in one of two modes. Each provides the same capability at a different level of autonomy.

• Copilot: The output goes to your advisor. Acai reads the booking, checks the fare rules and your own procedures, then drafts the reply or proposes the action. Your advisor reviews and confirms.
• Autopilot: The output goes to the advisor, if there is an internal handoff, or to the traveler for full resolution. Acai runs the flow itself within the rules configured for your account.

Teams typically land on Copilot and expand into Autopilot flow by flow, as confidence grows.

The Acai app (app.acai.travel)

Your advisors and your team leads work in the same place, on the same cases.

Copilot chat is the assistant an agent talks to while working a booking. Drop in a record and ask in plain language. It reads the booking, fare rules, airline policies, and your own procedures, then carries out the change once the agent confirms. Start with the Copilot chat training manual.

Control Tower is the management view: KPIs, conversation search and case review, for the team leads who need to see how the work is going rather than work a single case.

In your CRM: Cases flow through our Acai omnichannel platform (integrating with CRMs, mailing systems, and more). Our AI supervisor ingests and routes each traveler case, while the AI travel agent executes the automated actions required to resolve it.

AI Assistant API

The Assistant API is a single endpoint that understands natural language and has direct access to GDS data, fare rules, airline policies, and traveler records. Send a question or instruction and receive a human-readable answer or structured JSON, depending on how you shape the request.

Use it to power agent desktops, automate email drafting, surface penalty information pre-booking, decode cryptic GDS commands, and more.

• Draft a Cancellation Email: Generate localized traveler emails from a PNR.
• Penalties as Structured JSON: Get fare conditions in a schema your UI can consume.
• Decode a GDS Command: Explain any Amadeus cryptic command in plain English.
• See all recipes
• API reference

Case Management API

Acai integrates natively with popular CRMs like Zendesk and Front, but the Case Management API lets you connect any ticketing system to the same AI-powered agent.

• Send a Case to Acai: Sync a ticket into Acai whenever a case arrives or is updated.
• Route a Case to the Right Queue: Get the destination queue and labels to apply in your CRM.
• Handle a Case Automatically: Get a list of actions to execute: reply, annotate, assign, or escalate.
• Get AI Assistance for a Human Agent: Surface a case summary, suggested actions, and a draft reply on the agent desktop.
• See all recipes
• API reference

GDS API

The GDS API gives you direct, programmatic access to booking data across Amadeus, Sabre, Galileo, and other connected systems without writing GDS-specific code. Retrieve passenger records, search for available flights, and automate exchanges and cancellations through a single unified interface.

• Fetch a Booking: Retrieve the full passenger record for a PNR.
• Search Available Flights: Find exchange options on a given route and date.
• Quote an Exchange: Get a per-passenger price breakdown before committing.
• Execute an Exchange: Rebook the traveler and reissue the ticket.
• Quote a Cancellation: Check the void window and refund conditions per ticket.
• Execute a Cancellation: Void or cancel tickets; Acai determines the correct cancel type automatically.
• See all recipes
• API reference