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 |
|---|
| Messages | 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). The calendar-month statement is Close, not a fourth tab. |
| 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. Not rated yet 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 |
|---|
| Seller WhatsApp | The phone a rep already works from, connected to Trama. Also called an Assisted number, to tell it apart from Direct (your business line). It brings the Trama Agent, its own assistant and, if turned on, Radar. Every paid plan includes a number of them |
| <Name>'s assistant | A rep's own agent. Created automatically when their number is connected, it inherits the Inquiry Agent's configuration and shows up in Agents with its own page |
| No agent | The state an Assisted number starts in: it receives and stores, but nobody replies. Changed from the agent selector, in Channels |
| Radar | The layer that READS what's said on a seller WhatsApp and writes the board by itself. Opt-in, starts off, not billed separately. It doesn't decide who replies: the number's agent does |
| 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 |
| Excluded contact | A phone number no automation ever steps into: not the agent, not the follow-ups, not the attention metrics. It covers the whole organization and never expires. Different from pausing the channel (turns the agent off for EVERYONE writing to that number) and from taking the thread (you keep that one conversation, and it releases on its own). The conversation stays visible in Messages |