Seller WhatsApp (Assisted)
Connecting the phone a person already sells from: how it's connected, who replies, 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 Messages and on the board like those of any other channel.
In Trama that number is called Assisted, to tell it apart from Direct — your business line, where there's nobody on the other side and the agent always answers.
| Direct | Assisted | |
|---|---|---|
| Whose number it is | Your business | Your business, operated by a person |
| Who talks there | The agent | The rep, and optionally an agent |
| On connecting | With your Inquiry Agent | No agent |
| What it uses from your plan | A business channel | A seller WhatsApp |
How it's connected
Before you start
- The number has to be on the WhatsApp Business app, not on regular WhatsApp. If it's on the regular one today, move it to WhatsApp Business first: it's free and keeps the chats.
- The person who uses that phone has to be available right then, with the phone in hand.
- You need a second screen. The code opens on a computer and is scanned with the phone: it can't be scanned with the same phone that shows it. If that person isn't with you, do it over a video call.
- Whoever connects signs in with their Meta account on the computer.
- If that number was already connected, to Trama or to another platform, unlink it first from the phone: WhatsApp Business → Settings → Account → Business Platform → Disconnect account. Otherwise, Meta replies that the number doesn't meet the requirements.
Step by step
Hit «Connect WhatsApp» in Channels
Choose «It stays on the phone».
Say who uses it
In «Who uses it» choose the person who handles that phone: the inquiries that come in through that number are assigned to them. If several people use it, leave it unassigned.
Open the code
Hit «Open the code». The connection opens on the computer and shows a QR code.
Scan it from the phone
On the phone, open WhatsApp Business → Settings → Account → Business Platform and scan the code.
What changes on the phone
The number keeps working in the app, with its chats. What changes on connecting it:
- Broadcast lists, disappearing messages and view once messages are turned off.
- WhatsApp Web sessions are closed. They can be linked again afterwards.
What happens to the conversations you already had
Trama brings in that number's recent conversations, and they show up on their own in Messages. It isn't immediate and there's no progress bar: normally they're there within the first hour, and in some cases Meta takes up to a day to deliver them. In the meantime, Messages may look empty or show a single message per chat. There's no need to reconnect.
In those conversations the agent doesn't step in: they already existed when you connected the number, so they stay with whoever was handling them. If you want the agent to take one, you tell it from the thread, in Messages.
It starts with nobody answering
When you connect an Assisted number, it sits on «No agent». It receives, stores, shows up in Messages 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 your Inquiry 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 your business line 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.
Picking the agent isn't enough: «The agent responds» has to be on. It's the number's pause. Off, the agent doesn't reply even if it's picked, and the number keeps receiving and landing in Messages.
«Talks to Tramy» isn't the agent that replies to your customers. It's what lets whoever operates that number write to Tramy, the Trama Agent, from their WhatsApp, with the permissions of their role. Turning it on or off doesn't change who replies on the number.
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, unless you turn on the option below.
With an agent assigned, the agent answers new conversations at any hour: the ones nobody took. The rep's conversations stay theirs: if the person starts typing from their phone, the agent drops that conversation and doesn't speak in it again.
It doesn't answer your own team. If someone in your organization writes to the number from their phone (to test it, or to talk to the rep), the agent stays out: it never steps into a chat between teammates. That conversation is marked Internal · Team in Messages, and the person gets a WhatsApp notice from Trama explaining it. To test the agent, write from a phone that isn't on the team, or use the chat on your Trama Link.
If you want the assistant to cover the rep's conversations too, turn it on in Channels, in that person's «conversations» option: it steps in outside their hours, or when the person doesn't reply within 15 minutes. It's off by default. It can only be turned on with that person's assistant picked: with the Inquiry Agent it stays locked. If that person hasn't set their hours, «outside their hours» never kicks in.
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 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 one set on your Inquiry Agent.
- It introduces itself as that person's assistant: «Hi, I'm Caro's assistant». It doesn't use your Inquiry Agent's greeting, which introduces the agent by its own name. If you want a greeting for the assistant, you write it on its page.
- 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 your Inquiry 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 enabled from Channels. Once enabled, it's on for every Assisted number in the business; on each number you turn off by hand the actions you don't want.
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 |
|---|---|---|
| Create the inquiry from an ad | When someone arrives from an ad and the rep replies, the inquiry is created on its own. It doesn't use your plan's opportunities | Available |
| 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. An image is, at most, attached: it never moves the card to «Quoted» | Available |
| Complete the inquiry | When the customer says in the chat how many are travelling and the inquiry didn't have it, it fills it in, with the sentence that said it. It never changes what is already there. Dates, budget, departure city and lodging are still in training | Available |
| Record the follow-up | When the rep writes again to a traveller who had stopped replying, it is logged as a follow-up, in the rep's name. It doesn't count when the rep sends something the traveller asked for or the rep had promised (the quote, an answer), nor a meeting reminder | Available |
| Note what happened in the chat | One line on the inquiry's history with what happened («asked for the deposit», «proposed another date»), with the rep's words next to it. At most one a day per inquiry; greetings, «let me know» and «did you get to see it?» are not noted | Available |
| Mark as lost | «We already booked elsewhere» 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 business 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 «Disconnect». After that there's one more step that can only be done from the phone: in WhatsApp Business, Settings → Account → Business Platform → Disconnect account. Without that step, Meta may reject the number when you want to connect it again.
The rep can also do that step on their own: 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 business, so what was said there is its commercial record and remains even if the person stops working there.