Product Recommendation & Swap Feature

(Admin Portal & Reservation Portal User Guide)

Overview

The Product Recommendation & Swap feature allows clients to guide customers toward more suitable or higher-value products during the booking process. Recommendations appear when specific products or ticket combinations are added to the cart in the Reservation Portal.

This feature supports:

• Recommending an alternative or upgraded product
• Triggering recommendations based on ticket types (e.g., Child, Adult)
• Choosing whether the swap suggestion behaves automatically or manually
• Configuring acknowledgement messages customers must accept before swapping
• Automatically replacing the product in the basket when the customer chooses to swap

Recommendations are fully managed in the Admin Portal and appear instantly after publishing and clearing cache.

System Behaviour

When a customer adds a product to their basket:

• The system checks whether the product matches Recommendation Triggers.
• It evaluates whether any Target Audience rules apply (e.g., at least one child).
• If conditions are met, a Recommendation Popup appears in the Reservation Portal.
• Depending on configuration:
• Automatic mode: ticket quantities and types match the customer’s existing basket; no manual adjustments allowed.
• Manual mode: the customer can adjust ticket quantities before swapping.
• If the “Acknowledge message” option is enabled, the customer must tick a confirmation box before proceeding.
• On swapping, the original product is replaced in the basket with the recommended one.

Recommendations only become active for customers once published and cache is cleared.

Why It Matters

This feature allows organisations to:

• Increase revenue through intelligent upselling
• Offer more suitable ticketing options for families and mixed groups
• Reduce booking errors by guiding customers toward better-value products
• Improve customer experience with context-aware suggestions
• Maintain full control over how recommendations behave

The result is a smoother booking journey and more informed customers.

1. Configuring a Product Recommendation (Admin Portal)

Recommendations are created and managed in the Admin Portal under Extras → Recommendations.

[IMAGE: Recommendations list – placeholder]

To configure a recommendation:

• Open Extras from the top navigation bar.
• Select Recommendations from the left menu.
• Choose Create a new recommendation or click the pencil icon to edit an existing one.

1.1 Set Products That Trigger the Recommendation

In the Linked Products tab, configure the products that, when added to a cart, should display a suggestion.

[IMAGE: Triggering products – placeholder]

You can add one or multiple products to trigger the same recommendation.

1.2 Define the Target Audience

Rules can be built around ticket types.

For example:

• If at least 1 Child is in the cart
• If at least 1 Adult
• If a specific ticket configuration is present

[IMAGE: Target audience setup – placeholder]

Enter the minimum required count to activate the recommendation.

1.3 Choose the Product to Recommend

Select the alternative product you would like the system to propose.

[IMAGE: Product to recommend – placeholder]

You may also enter a Recommendation reason/message, which appears in the customer-facing popup.

1.4 Choose Recommendation Behaviour

You can determine how the recommendation behaves:

Automatic

• The system mirrors the ticket types and quantities in the customer’s basket.
• The user cannot edit quantities.
• The swap can be applied with a single click.

Manual

• Customers may adjust visitor types and quantities before confirming the swap.

[IMAGE: Automatic vs Manual – placeholder]

1.5 Offer to Swap Product

Enable Offer to swap product to replace the product in the customer’s basket.

This option only works when the recommended product uses compatible ticket configurations.

1.6 Add an Acknowledgement Message (Optional)

You may require customers to tick a confirmation box before accepting the swap.

Example message:

'Please accept to swap.'

[IMAGE: Acknowledgement setting – placeholder]

1.7 Publish & Clear Cache

After saving changes:

1. Click Publish next to the recommendation.
2. Go to System Settings → Cache.
3. Select Clear All Caches to apply changes immediately.

[IMAGE: Clear Cache screen – placeholder]

If cache is not cleared, changes will apply automatically after ~15 minutes.

2. Viewing the Recommendation in the Reservation Portal

Once configured, recommendations appear when customers add eligible products to their basket.

2.1 Add a Product That Triggers the Recommendation

Example: Selecting a Palace Park and Gardens Annual Pass with 1 Adult + 1 Child.

[IMAGE: Product selection – placeholder]

Click Add to Cart.

2.2 Recommendation Popup Appears

If rules are met, the recommendation popup displays:

• Product image
• Description
• Replacement price
• Swap button
• Optional acknowledgement checkbox

Automatic Behaviour Example

In Automatic mode:

• Quantities match the original product
• User cannot change Adult/Child counts

[IMAGE: Automatic popup – placeholder]

3. Manual Recommendation Behaviour

Switching the recommendation to Manual allows customers to adjust visitor quantities.

3.1 Customer Can Edit Ticket Types

The popup now includes selectors for:

• Adult
• Child
• Family tickets

[IMAGE: Manual popup with selectors – placeholder]

Customers adjust quantities, then click Swap.

3.2 Updated Basket Reflects the Swap

After confirming the swap:

• The original product is removed
• The recommended product appears with chosen quantities

[IMAGE: Updated basket after swap – placeholder]

The What field also updates accordingly.

4. Adding an Acknowledgement Requirement

If enabled, customers must tick a confirmation box before swapping.

[IMAGE: Popup with acknowledgement checkbox – placeholder]

If they try to continue without ticking, the Swap button remains disabled.

Best Practice

• Set clear, customer-friendly recommendation messages (e.g., 'As you have children, this option may suit you better').
• Use Automatic mode for straightforward upsells; use Manual mode where flexibility is required.
• Always publish changes and clear cache to apply updates immediately.
• Only enable acknowledgement where necessary; overuse may slow the booking journey.
• Test recommendations in the Reservation Portal after configuration to ensure expected behaviour.
• Use real-world scenarios when designing recommendations (e.g., family upgrades, seasonal offers).

Summary

The Product Recommendation & Swap feature helps guide customers to more suitable or higher-value options during their booking journey. Configured entirely through the Admin Portal, recommendations can trigger based on product selection, ticket types, or visitor combinations. Staff can customise behaviour, messaging, and acknowledgement requirements.

The feature enhances both operational revenue opportunities and customer satisfaction while keeping the process simple and intuitive.

Feature Highlights Appendix

Trigger based on ticket type combinations.

Target Audience

Behaviour

Ensures new rules take effect for customers.

Configuration

Upgrade replaces Day Ticket with Annual Pass.

Enables smart, contextual recommendations.

Behaviour

Ensures recommendations appear only when relevant.

Swap Annual Pass → Play Pass (no editing allowed).

Offer to Swap Product

Operations

Operations

Triggering Products

Popup suggests Play Annual Pass with image & price.

At least 1 Child triggers Family Pass suggestion.

Manual Mode

Guarantees consistency in booking.

Annual Pass triggers upgrade suggestion.

Activates changes immediately.

Category

Define which products initiate a recommendation.

“Please accept to swap.”

UX

Allows users to edit ticket quantities.

Replaces original product in the basket.

Example Use

Customer adds extra children before swapping.

Ensures users understand implications before swapping.

Visual prompt to consider an alternative product.

Automatic Mode

Fast and simple for customers.

Description

Matches ticket types/quantities automatically.

Configuration

Why It Matters

Recommendation Popup

Acknowledgement Message

Publish & Clear Cache

Reconfigured recommendation shows instantly.

Drives upsell opportunities and improves customer decision-making.

Flexible for mixed groups.

Requires users to accept a warning/notice.

Customer Journey

Feature