You can access the Agency Owner training on this topic here
Agency settings
Where do I update my agency’s basic information in Tern?
Agency Owners can update the agency name, primary contact information, and branding from Back office → Settings → Agency details.
Do settings configured by the Agency Owner apply globally or per agent?
Some settings apply globally at the agency level, while others must still be configured per agent.
Agency-level settings include things like default commission structure and required booking fields.
Agent-specific settings, such as trip settings and Terms & Conditions, do not automatically inherit agency values and must be set up for each agent individually after they are invited.
Is there a way to allow advisors to use their client facing names while maintaining the legal documents in the agency name?
Yes. You can keep your official agency name in Back office → Settings → Agency details so that Terms & Conditions display the correct legal name. Then, use the advisor’s client-facing name in your logo, branding, and trip communications. These can show the preferred name without affecting the Terms & Conditions.
Users, roles, and access
How do I invite a new agent to my Tern account? Can I do this before agents start actively booking trips?
Agency Owners can invite agents from Back office → Settings → Team & billing. When invited, the agent receives an email to create their login and access the account. Agents can be invited and fully set up in Tern before they begin booking trips, allowing them to configure their settings and permissions in advance.
Can I control what agents have access to in Tern
Yes. Agent access is managed through user permissions but can only be configured by role type. In Back office → Settings → Team & billing, you can assign each agent a role as an admin, owner, or agent, with unique commission splits if needed. Agents who are defined as the “agent” role, for example, would all have the same level of access as those with that same role. This can not be configured individually beyond the commission split.
What happens if an agent leaves my agency or no longer needs access?
Agency branding, including your logo and sender details, is configured in Back office → Settings → Agency details. Removing an agent’s access does not delete any historical trips or data associated with that agent; it only prevents future access to the account.
Are agents required to use agency preferred suppliers? Can agents add their own T&Cs for the supplier when booking?
When the agent selects the supplier to use, Tern will automatically populate any T&Cs or policies that you’ve already added at the agency level for agency preferred suppliers. However, within the booking, agents can add a new policy themselves if they prefer instead of the one already provided (use the “trash” icon to remove it and add a new one)
Branding, itineraries, and client-facing content
How does agency branding work in Tern, and where is it applied?
Agency branding, including your logo and sender details, is configured in Settings. Once added, this branding is automatically applied to client-facing documents and emails generated in Tern, such as proposals and itineraries.
Can I change my agency branding after my account is already live?
Yes. Branding can be updated at any time. Changes will apply to newly generated documents and communications going forward.
If trip details change, do I need to recreate proposals or itineraries?
You can regenerate proposals and itineraries after updating trip details so that the documents reflect the most current information.
What format are proposals and itineraries shared in?
Proposals and itineraries can be exported and shared with clients as PDFs, via email as a webpage, or through the Tern mobile application.
What is best practice for the ‘Default Invoice Memo’?
Most agents use the Default Invoice Memo for standard notes like payment terms, cancellation policies, or reminders. For example, “Final payment due 60 days before departure” or “Please review all details carefully before submitting payment.” This saves time and ensures consistency across invoices.
Can I change how my client itineraries look?
Yes. You can choose an itinerary header style (Legacy, Overlay, Stacked, or Split) and a font (Tern default, Serif, or Sans serif). Set these per itinerary in Edit Itinerary, or set your defaults in Settings → Branding so they apply to all new trips.