| Inbound Agent | The AI agent that handles incoming inquiries on WhatsApp |
| Lead | A person who contacted your agency with interest in a trip |
| Opportunity | A qualified lead that became a potential sale on the board |
| Qualification | The process by which the agent determines if a lead is a real opportunity |
| Handoff | The moment the agent passes the conversation to the human sales rep |
| Mission Control | The board where the status of every opportunity and commercial operation is visible |
| Kanban | The visual board format: columns representing stages of the sale |
| Tracking | Connecting a sales rep's WhatsApp so Trama can see their conversations |
| Touch | A post-quote follow-up message (there are 3 touches in the protocol) |
| Conversation | Each new person who contacts the agent. No matter how many messages, it's 1 conversation. |
| Dedicated number | The WhatsApp number exclusively for the Trama agent |
| Tracked number | A sales rep's WhatsApp number connected to Trama for follow-up |
| Campaign | A grouping of opportunities by commercial context (promo, season, destination) |
| Template | A Meta-approved message format for sending WhatsApp notifications |