How to create a 24/7 lux WhatsApp support group

Purpose: 

Create the 24/7 WhatsApp support group for Lux clients (typically 5–7 days before the hike), or earlier if required due to special circumstances.

1. Prepare the Group

☐ Create a new WhatsApp Group
☐ Name the group: [Client Last Name] + [Hike Name] + “Support”
 Example: Smith Patagonia Support
☐ Add the PE round logo as the group image
Logo: https://pygmyelephant.slack.com/files/U04EXM1P08M/F08PP47L3MY/pe_circle_white_on_sage.png

2. Add Pygmy Elephant Support Staff (Set All as Administrators)

Add the following numbers:

☐ Andrew – 414-309-5820
☐ Nikki – 586-713-2632
☐ Brenda – 947-426-2183
☐ Lauren – 414-232-1564
☐ Eddie – +33 7 67 42 38 58
☐ Tanya – 414-232-4043
☐ Austin – 414-639-9280
☐ Elsona – 414-309-4788
☐ Alex – +33 6 33 28 29 29
☐ Melanie – +33 7 66 13 88 79
☐ Hazel – +33 7 45 02 37 32

☐ Confirm everyone is marked as Administrator

3. Add the Clients

☐ Retrieve client phone numbers from HubSpot
☐ Add all travelers to the WhatsApp group
⚠️ If all clients are not added first, they will not see the handbook or earlier messages.
☐ Delete & re-attach the handbook if necessary

4. Attach Required Client Documents

☐ Add the Client Handbook (converted to PDF) from Ezus
☐ Patagonia only: Attach the Carta/Letter Voucher from Kipaventour

5. Send Welcome Message

Paste the following (update client names):

“Hello Michael, Russ & Simon!
This is your Pygmy Elephant 24/7 customer support group while you are on trail.”

6. Additional Steps for TMB Clients (If Applicable)

☐ Check if the booking includes a First Day Guide
☐ Add the guide’s phone number to the group
Guide list:
https://docs.google.com/spreadsheets/d/1Ol5BY7plUE4AfWpGsvqV9tx-9iUrk05ga4iYoNeWmmk/edit?gid=168419588#gid=168419588

☐ Send the Guide Introduction Message:

**“Hello XYZ, I have added your First Day Guide, (guide name).
Your guide will contact you the day before your hike to confirm the meeting place and time.

Meeting Place: Your hotel lobby
Meeting Time: 8:15 AM

Please be ready with:
• Packed lunch & snacks (ask hotel the night before or visit a bakery)
• At least 2L of water
• Hiking poles, jacket, sunglasses, hat, sunscreen, etc.
(Please check the weather at your hotel & adapt your clothing accordingly)”**