In this article, we will review agency contacts, suppliers, and library.
Contacts
Contacts are the foundation of your business in Tern. To learn more about the contacts (CRM) functionality in Tern, check out our collection of help center articles on Contacts here.
How Contacts Work
All client and lead details appear under Contacts in your top navigation menu.
You can create or edit contacts manually.
Each contact record includes:
Personal information
Name
Email
Phone
Birthday
Anniversary
Addresses
Passport and loyalty program details
Relationships
Preferences
Activities & Interests
Food, Drink, & Allergies
Other Travel Preferences
Notes and Documents
Tasks
Linked trips
Communication history
Emails
Forms
Tags
💡 Pro Tip: Use tags to segment contacts by interest, destination, or trip type.
Sharing & Permissions
Each contact has an Agency Sharing Status:
Independent: Visible only to the advisor who owns it.
Agency Shared: Visible to agency owners & admins in your agency.
Agency-managed: When enabled, agency admins will have full control of this contact. To learn more, check out Agency Managed Contacts.
Importing Agency Contacts
As an agency owner or admin, you can import contacts for yourself and all of your advisors. For a step by step guide, check out Import Agency Contacts.
Imported agency contacts are agency managed by default. To share contacts without managing them, set the Agency Managed column to No in your import file.
Agency Suppliers
Agency Suppliers
Agency suppliers are the suppliers your agency sets up for advisors to use on bookings. Agency owners and admins with the Manage suppliers permission add and edit them in Back office → Suppliers. Everyone in your agency can view them in Library → Agency Suppliers.
Tern also has a global supplier list available to everyone. If your agency checks Agency supplier under Back office → Agency controls → Booking requirements, a booking can only be marked as booked when its supplier is one of your agency suppliers. Marking a supplier as agency preferred doesn’t restrict bookings. It only highlights the supplier for advisors.
To add a supplier, go to Back office → Suppliers and click New supplier. For step-by-step help, see Managing Agency Suppliers. To set up agency preferred status, tags, contacts, resources, and policies, see Agency supplier profiles.
If your agency is under a host agency and your host requires agency suppliers, bookings you make on the host’s credentials must use a host supplier or one of your agency suppliers that’s mapped to a host supplier. An unmapped supplier triggers an error when the booking is marked as booked, even if it worked before. See How to Map Agency Suppliers to Host Suppliers.
Library Templates
The Tern Library helps your agency collaborate efficiently and build reusable templates. You can create:
Activity Templates (e.g., hotels, rooms, info blocks)
Itinerary Templates (e.g., sample 5-day Sandals Jamaica trip)
Forms (e.g., trip intake, traveler info)
Emails (e.g., booking confirmations, post-trip follow-ups)
Automations (e.g., payment reminders)
Workflows (e.g., task and communication sequences for specific destinations or suppliers or for contact birthdays/anniversaries/passport expirations)
Learn more about creating and sharing library templates in Share Your Library Items in Tern.
💡 Pro Tip: The more your team uses shared templates, the more consistent your client experience will be — and the less time you’ll spend recreating content.
Once you've completed all of the agency settings in Tern, you're ready to invite your team!
Next steps
Continue to: Tern Agency: Team Management for walk through steps of inviting your team in addition to information on pricing, team management settings and more.