C1 Travel partner with Hopper https://www.hopper.com/company. Hopper is far much focused on technology and fintech as a product rather than actual travel services like a traditional travel agency or even OTAs like Expedia. They said as much on their "About company" page. That's why the main feature is price prediction and potential price lock options. I am going to assume there are revenue / cost sharing for this partnership, hence no credit will be issued, even manually, if the booking doesn't go through Hopper.

This contrast with Chase, whose Ultimate Rewards portal is operated by cxLoyalty and have a travel team that operates much more like a traditional travel agency. You can see it from their job postings e.g. : cxLoyalty Customer Travel Specialist
That's also why you can book Southwest with Chase Ultimate Rewards (and Citi Thank You Rewards for that matter) if you call them : their agents on the phone likely have direct access to a GDS to book reservations.

Hopper on the other hand, is all about the Software engineers, Product Designers, Product Mangers etc etc. Not a single travel agent posting on https://www.hopper.com/careers . People you call at C1 travel might just be looking at the same Hopper app with an agent facing interface. If the flight/hotel/whatever is not on the app, the agent can't help either. A look at their Career page and talk about Single Threaded Ownership approach is pretty interesting though!