Seller WhatsApp (Assisted)
Connecting the phone a person already sells from: who replies, who decides, and what Radar writes.
A seller WhatsApp is the phone a person already works from, connected to Trama. Nobody changes number or app: the rep keeps selling from their usual phone, and the conversations land in the Inbox and on the board like those of any other channel.
In Trama that number is called Assisted, to tell it apart from Direct — the agency's own number, where there's nobody on the other side and the agent always answers.
| Direct | Assisted | |
|---|---|---|
| Whose number it is | The agency's | The agency's, operated by a person |
| Who talks there | The agent | The rep, and optionally an agent |
| On connecting | With the agency's agent | No agent |
| What it uses from your plan | A business channel | A seller WhatsApp |
It starts with nobody answering
When you connect an Assisted number, it sits on «No agent». It receives, stores, shows up in the Inbox and feeds the board — but only the rep speaks there, from their phone.
Having someone answer is your decision, not the default. It's the opposite of what used to happen, when the agency's agent started replying to that person's customers from minute one without anyone asking for it.
Who replies: you choose
In Channels, every number has an agent selector with three possible answers:
| Option | What happens |
|---|---|
| No agent | Nobody replies. The channel keeps receiving and storing |
| The Inquiry Agent | The same agent that works the agency's number replies |
| That person's assistant | An agent of the rep's own replies, under their name |
Only the assistant of whoever operates that number shows up. Another rep's assistant isn't offered: it clones a person who doesn't work there, so it would introduce itself as someone who isn't around.
If you assign an agent, it only replies to new conversations. The ones the rep was already handling it never takes over — not that day, not two weeks later.
It isn't a pause that expires: it's permanent. What the person was already handling stays theirs.
With an agent assigned, the day still belongs to the rep: the agent covers outside their hours, and if the person starts typing from their phone, the agent drops that conversation and doesn't speak in it again.
Each rep's assistant
When you connect someone's number, Trama creates their own agent: «Caro's assistant», «Marcos's assistant».
- It inherits the whole configuration of your agency's Inquiry Agent: what it sells, with which rules, what it asks before handing off, how it closes. It doesn't start empty.
- It speaks with the gender that person declared in their profile. If they didn't, it uses the agency agent's.
- It shows up in Agents, with its own page. You edit it like any other: you can change its tone, greeting or rules without touching the agency's agent.
Existing doesn't mean replying. The assistant is created on its own, but the number stays on «No agent» until you pick it in the selector. Two separate decisions.
It's a copy, not a mirror: if you later change the Inquiry Agent, the assistant doesn't re-sync. That's on purpose — if it did, it would silently overwrite whatever you had adjusted.
When the number is disconnected, its assistant stops showing up in Agents. What it handled isn't deleted: conversations and opportunities keep their trace, and reconnecting the number brings it back exactly as it was.
Radar: what writes itself
Radar is the layer that reads what's said on that number and writes the board without anyone typing it in. It's independent of who replies: it works with an agent assigned and with none.
Radar starts off, and is turned on per number from Channels. Turning off Assisted mode turns it off too.
Each action ships on its own
Radar isn't one switch: it's a set of actions, and each one is enabled when its measured precision allows it.
The bar is public on purpose: an action ships once it accumulates at least 30 hand-reviewed decisions and gets 80 % or more right. If it doesn't get there, we fix it or pull it — we don't lower the bar.
| Action | What it does | Status |
|---|---|---|
| Move to «In contact» | When the rep messages the traveller, the card advances on its own | Available |
| Attach the quote | The PDF the rep sends lands as a quote | Internal testing |
| Record the follow-up | When the rep reaches out again, the card notes it | Training |
| Mark as lost | «We already booked with another agency» closes the inquiry with its reason | Soon |
| Ask whether it was won | It spots the close and asks you, instead of moving Won by itself | Soon |
«Available» doesn't mean «on». That we shipped it and that your agency wants it are two different things: each action is turned on from Automations, and can be adjusted number by number from Channels.
While an action is training or in testing, Radar keeps evaluating it silently — it watches, decides and stores what it would have done, but doesn't touch your board.
Contacts nobody steps into
That phone also gets messages from the supplier, the colleague and the family. You mark a contact and no automation steps into that conversation again: no agent, no assistant, no follow-ups, and it doesn't count in attention metrics.
It applies to the whole organisation and never expires. Explained in detail in Radar.
What it uses from your plan
A seller WhatsApp counts against the seller WhatsApps in your plan, not against business channels. Radar comes inside and isn't billed separately.
Prices are at trama.so/pricing, and the rest in Plans.
How to remove it
From Channels, with Remove. The rep can also disconnect it from their own WhatsApp Business (Settings → Account → Business Platform → Disconnect): it's their phone, and nobody can keep it plugged in against them.
What was already stored stays. The WhatsApp Business number belongs to the agency, so what was said there is its commercial record and remains even if the person stops working there.