Channels
Where your agent can answer, what each channel needs, and what it draws from your plan.
Trama answers wherever your customer is. We started with WhatsApp because it dominates in travel, and the same agent works across all of them: same information, same style, same logic. It makes no difference where the person writes from.
Where it can answer
The main one. Two ways to connect it: choose yours before you start.
Web chat
A chat on your site. From Starter; doesn't use up a channel.
Offer Link
Your page with your catalogue. On every plan, with a form or with an agent.
Instagram and Messenger
Connected from Channels, with your Meta account.
Channels is visible to the Owner and Admins. You can also connect TikTok, which is a reply-only channel: TikTok doesn't let you write first.
Instagram and Messenger
How they're connected and what you need is in Connect Instagram and Messenger. From there on they behave like WhatsApp: the same agent answers, the same qualification applies, and what it qualifies lands on the same board. What changes is the surface, not the pipeline. Each one uses an included channel from your plan.
Instagram has two settings of its own, because Instagram is not only a DM inbox:
- Comment automations. A comment on a post, or a reply to a story, can trigger a private message — with an optional public reply so the thread doesn't look unanswered. You choose which words fire it.
- Opening questions. The suggestions Instagram offers inside an empty DM, before the person has written anything.
Both are edited from the channel's panel, under Channels.
What uses up your plan
You have five channels: the Offer Link, the web chat, WhatsApp, Instagram and Messenger. Having the agent answer on any of them starts on Starter — the free plan includes none.
What each paid plan includes is a number of WhatsApp, Instagram and Messenger. You pick which ones, from Starter up, and on any plan you can add more. The web chat and the Link chat don't take up one of those included slots, but they aren't free either: what the agent qualifies there draws on the same monthly allowance as WhatsApp.
The only thing that's never billed is the Offer Link's contact form: no agent in the middle, available on every plan, the free one included.
The amounts are in Plans.
WhatsApp messages are charged by Meta, separately from your subscription. It's explained in WhatsApp costs.