Glossary
The words you'll meet in the rest of these docs and inside the platform, grouped by where they show up.
They're different things, and it's the most common mix-up.
| Term | What it is |
|---|
| Inquiry Agent | The one that talks to whoever writes to you. It lives on your WhatsApp and your web chat, it has a name, and you configure it |
| Trama Agent | Your team's copilot. It lives on Trama's central number and it's who your rep asks "what do I have pending today?" |
| Term | What it is |
|---|
| Inbox | Where every inquiry lands and gets read |
| Opportunities | The board. Five columns, from To contact to Won or Lost |
| Mission Control | The daily view, in three tabs: My day (your to-dos), Summary (how the week is going) and Metrics (the hard numbers) |
| Customers | The record of every person who wrote to you, with what the agent learned about them |
| Out of funnel | The board's second tab, holding what stepped aside: Unqualified, No reply and Archived |
| Term | What it is |
|---|
| Inquiry | A message from someone interested in travelling. It's one inquiry no matter how many messages it contains |
| Qualify | The agent gathering the minimum data needed to know there's a possible sale |
| Opportunity | A qualified inquiry, on the board, with a rep assigned |
| Score | A number out of 100 measuring how complete the data is — destination, dates, passengers, budget. It doesn't measure enthusiasm |
| Temperature | The score, translated: Hot, Warm or Cold. No score is not the same as Cold: it means we don't know anything yet |
| Handoff | The moment the agent passes the conversation to a person |
| Take | A rep claiming an opportunity. It becomes theirs and the agent stops replying in that thread |
| Asleep | An opportunity put away for lack of movement. It comes back on its own the moment the customer writes |
| Term | What it is |
|---|
| Catalogue | Everything your agent knows how to sell. If it isn't here, it can't offer it |
| Group | A subset of the catalogue assigned to a specific agent |
| Budget level | Economic, mid or premium. The agent uses it to filter by what the customer can spend |
| Quote | A page you send as a link, not a PDF. Publishing it moves the opportunity to Quoted — see Quotes |
| Offer Link | Your public page at yourbusiness.trama.link, built automatically from the catalogue |
| Ad measurement | Telling Meta when a lead qualifies, gets quoted or buys, so it looks for people like the ones who buy from you |
| Term | What it is |
|---|
| Team number | A rep's WhatsApp linked to the Trama Agent |
| Coexistence | A rep's number where a human answers and Trama only watches and records. The agent doesn't reply there |
| Template | A message format approved by Meta, required to write to someone more than 24 hours after their last message |
| Reminder | The nudge Trama sends a rep when an opportunity has gone quiet |
| Term | What it is |
|---|
| API key | The credential for the REST API. One organization, created under Developers |
| MCP | The open standard that lets Claude or ChatGPT operate your Trama — see Connect Claude or ChatGPT |