About This FAQ
This document captures the most common questions we heard from travel advisors and agency owners during the Tern × Travel Leaders Network webinar on April 29, 2026. It covers how the integration works, how to get started, what data syncs between the two platforms, and how your marketing campaigns are managed through TLN Engagement.
Questions are organized by category. Feel free to jump to whatever is most relevant to your business. For anything not covered here, don't hesitate to reach out to [email protected] (Tern) or [email protected] (TLN) and we'll get you taken care of.
GETTING STARTED
Q: How do I get started with the Tern–TLN integration?
A:
Two steps:
1) If you're not yet enrolled in TLN Engagement, go to Agent Universe > Marketing > Engagement Overview to sign up. If you're an IC, check with your host agency first.
2) Once enrolled, go to Agent Universe > Agency Resources > Customer Relationship Management (CRM) and complete the CRM Interest Form. TLN will reach out in order of form submissions once the beta phase is complete to sync your Tern data.
3) You can also click the link here to get started https://app.smartsheet.com/b/form/6a7fae9bd83e494998c0a3507fccd9f4
HOW THE INTEGRATION WORKS
Q: Does this integration apply to Host Agencies who are part of the TLN network?
A:
We'd suggest checking directly with You Host to confirm whether you'll be able to participate.
Q: Is the TLN integration only for leads that come in from TLN, or is there more to it?
A:
It works both ways: (1) TLN will push leads from TravelLeaders.com directly into Tern as new contacts, and (2) Tern will automatically sync your client data to TLN Engagement so you no longer have to manually upload lists.
Q: Does this apply to TLN Canada members as well?
A:
Yes, it will apply to Canada members.
Q: Will this integration work with TLN's Social Share Pro?
A:
No, the integration covers TLN Engagement (marketing campaigns) and lead delivery from TravelLeaders.com only. It does not connect with Social Share Pro.
Q: Will my existing TLN Engagement client list be replaced? Do I still need to manually upload?
A:
Yes, when the integration is first activated, your existing manually-uploaded client list in Engagement will be deleted and replaced with your Tern data. After that, you never need to manually upload again. Any new contact added in Tern will automatically sync to Engagement going forward. Nothing is permanently lost, it's a clean refresh from Tern.
MARKETING CAMPAIGNS
Q: What does the outbound marketing look like, does it cover email and direct mail, and will it be branded to me?
A:
Yes on both counts. The integration supports both direct mail and email campaigns through TLN Engagement. For agent-level branding: if you have a headshot in Agent Profiler, TLN can place it on direct mail and email campaigns so the call to action comes directly from you. This is optional but available to all participating advisors.
Q: How do I manage which campaigns and clients I target and does the campaign selection process change?
A:
The Engagement campaign selection process stays the same, you continue managing promotions through the Engagement ordering site on Agent Universe. What improves is the data powering those selections: instead of a basic name/address list, TLN will now have your full Tern contact data including booking history and marketing code preferences, enabling much more precise targeting. Within Tern, you can use tags and marketing codes to segment clients and set marketing preferences per contact.
Q: Can I select which marketing materials go to which clients (by supplier/partner)?
A:
Yes! You pick the suppliers you want to participate in, and you control which clients receive each piece.
Q: Do I still receive commissions since TLN is sending the marketing on my behalf?
A:
Absolutely! TLN Engagement is not direct advertising. It markets to your clients on your behalf, with the call to action always going back to you. 100% of commissions on any resulting bookings go directly to you, as always.
DATA SYNC
Q: How often will my data sync from Tern into my Engagement account?
A:
TLN will refresh your data in your Engagement account on a weekly basis.
Q: What client/booking data from Tern gets sent to TLN, and what does 'past
purchase data' mean?
A:
Past purchase data refers to trips your clients have booked through you, as recorded in Tern, including booking history, spend, and tour operators used. TLN uses this to match clients to relevant promotions (e.g., sending cruise offers to clients with a history of cruise bookings with you). The richer your Tern data, the more precise the targeting.
COMPLIANCE & OPT-INS
Q: Do clients need to explicitly opt in? Will clients with recent trips get emails automatically? (Includes CASL / compliance)
A:
Opt-in is required, TLN only sends Engagement emails to contacts who have opted in. Currently, opt-ins must be set manually per contact in Tern (a mass-update tool is being built into the contact uploader). Past purchase history improves targeting but does not override opt-in requirements. TLN is fully compliant with CASL (Canada) and CAN-SPAM (U.S.).
Q: What happens when a client opts out or passes away, and how will I be notified of changes?
A:
When a client opts out of Engagement email, TLN automatically applies an opt-out marketing code in Tern, no manual action needed, and further Engagement marketing stops for that contact. Address changes and deceased flags are similarly applied as marketing codes in Tern. For new leads from TravelLeaders.com, the receiving agent will get an email notification and the lead will be created automatically as a new contact in Tern.
Q: How will this work when multiple family members each have their own contact record?
A:
TLN applies household deduplication, if multiple family members share the same address, only the primary account holder will receive each marketing piece.
IC / HOST AGENCY SETUP
Q: Will this work if I'm an IC on Tern but my host doesn't use Tern or if my host already allows me to use Engagement individually?
A:
Either way, TLN will ask for your host agency's approval before activating the Tern data sync for your account. We recommend proactively letting your host know you want the sync enabled. They can contact [email protected] to facilitate the setup.
Q: I have people in my Engagement list who aren't in Tern yet. Can I add them separately, or do they need to be in Tern?
A:
For the integration to work, contacts need to be in Tern. We recommend importing any existing Engagement contacts into Tern as contacts or leads so they're included in the sync going forward.
Q: My host company is going live with Tern soon. Should I wait to sign up for Engagement?
A:
No, you can sign up for Engagement now.
PRICING & DISCOUNTS
Q: Is there a TLN member discount for Tern?
A:
There isn't a standard blanket discount because Tern's pricing differs between individual advisors and agency plans. If you're attending Edge, visit Booth #130 for a special offer. If you won't be at Edge or if you're an agency owner, email [email protected] and we'll work with you directly.