How the agent works
The Inquiry Agent lives on your WhatsApp and covers everything between a customer's first message and the moment a sales rep takes over.
The Inquiry Agent is the heart of Trama. It lives on your business's WhatsApp 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 the Trama Agent, 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 enough to qualify the inquiry — destination, dates, and passengers, at minimum
- The customer asks to speak to a person
- The customer asks something the agent can't answer
- The conversation needs negotiation or personalized attention
You set these rules yourself, in Agents, along with everything below.
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.
- It doesn't quote. No prices, no budgets. That's 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.