How the agent works
What the Inquiry Agent does between a customer's first message and the moment a sales rep takes the opportunity.
The Inquiry Agent is the heart of Trama. It answers on the channels you connect — WhatsApp, Instagram, Messenger and your website's chat — and covers everything that happens between a customer's first message and the moment a sales rep takes the opportunity.
The Inquiry Agent starts on Starter: the free plan includes none. Don't confuse it with Tramy, your team's copilot in the dashboard, which is on every plan — see Plans.
The cycle, step by step
A customer writes
They might arrive from a Meta ad, from your website, or because somebody passed your number along.
The agent replies instantly
It greets them, introduces itself as part of your team, and starts a normal conversation about what they need.
It pulls out the key data
Along the way it gathers what your team needs in order to quote: destination, travel dates, number and ages of passengers, approximate budget, city of origin.
It qualifies the inquiry
With that data it works out whether this is a real sales opportunity, and assigns a score out of 100 that translates into a temperature: Hot, Warm, or Cold.
It creates the opportunity
Once qualified, the inquiry becomes a card on the board in Opportunities, with every field already filled in.
It notifies the sales rep
The assigned rep gets the full summary, ready to pick up the conversation and quote.
When it hands off
The agent passes the conversation to the sales rep when:
- It has gathered what you defined as the minimum to hand off. If you didn't define one, it hands off every inquiry
- The customer asks to speak to a person
- The conversation needs negotiation or personalized attention
Whatever doesn't reach the minimum is held back: the agent keeps the conversation going until it gets what's missing.
It also doesn't hand off someone who is leaving: if the customer says they're not interested, would rather look at other options, already booked elsewhere, can't travel, or will drop by your office with no rush, the agent says goodbye leaving the door open and doesn't announce any sales rep. That inquiry isn't billed. If the customer comes back and says yes, the agent hands off right then. Saying no to one option doesn't count as leaving: if they rule out a date or a destination and move on to another ("not November, it has to be January"), the inquiry goes on and is handed off like any other.
There's a third path, which isn't handing off: when a rule at the Ask level is met, the agent stops, checks with your team and comes back to the conversation with the answer.
You set the minimum and the rules yourself, in Agents: it's explained in Configuring the agent.
What the agent knows
Only what you load about your business:
- The destinations you work with and what characterizes each one
- The services you sell (packages, flights, hotels, transfers, excursions)
- Your team's business hours
- General policies: payment methods, cancellations, required documentation
- Anything else you want it to use in conversation, including the documents and pages you load under Knowledge
What the agent does not do
- It doesn't make things up. If it's missing a piece of data, it says it will check with the team rather than inventing an answer. If one of your rules asks it not to say the team will confirm something, it leaves that out and answers with what you do have loaded.
- It doesn't make up prices. It says the ones you have loaded in the catalogue and in Knowledge, and never estimates one that doesn't exist. If you'd rather it didn't say any figure, you choose that under Rules → Prices. If you loaded Fares on a product and reviewed them, the system works out the group's total from them and the agent says it as is. Putting together a tailored quote is still the sales rep's job.
- It doesn't book or take payments. No hotel, flight, or service reservations, and it never asks for card details.
- It doesn't replace the sales rep. Once the inquiry is ready, it hands over to a human.
Try it yourself first
Before connecting it to a channel, talk to your agent in the Playground, to the right of its configuration: it's explained in Testing your agent.