Radar
What Trama stores from a rep's WhatsApp, what it doesn't, how it's switched on and how it's switched off.
Radar means connecting the WhatsApp someone already works from, so Trama can read and store what's said there. Nobody changes number or app: the sales rep keeps selling from their usual phone, and the board fills itself with what happens in those conversations.
It's what makes sales rep tracking and automatic status updates possible. Available on the paid plans, from Starter.
The number starts with nobody answering. Once connected it sits on «No agent»: it receives, stores and shows up in Messages, but only the rep speaks there. You decide whether anyone should answer, and who — it can be your Inquiry Agent or that person's own assistant. And if you assign one, it only replies to new conversations: it never takes over the ones the rep was already handling.
What gets stored
From that phone's one-to-one chats:
- The text of every message, with date, direction, and whether the person typed it on the phone or it went out through the API.
- Photos, audio, video and documents, copied to our storage and also read: audio and video get transcribed, documents get their text pulled out, and photos get described along with any text on them. That reading is what the agent uses and what Messages shows.
- The phone number, name and profile picture of each person on the other end.
- The list of numbers that WhatsApp has been in contact with.
- Up to 6 months of history from before the connection: Meta replays it on connect.
Every one-to-one chat comes in, not just the work ones. Trama doesn't tell a customer apart from a relative: everything on that phone comes in. That's why the notice is read and accepted by the person who owns the phone, and nobody can accept it for them — not even the account owner.
What doesn't get stored
This isn't a Trama limitation: it's what Meta doesn't share over this channel.
| What stays out | Why |
|---|---|
| Groups | WhatsApp doesn't share them: they don't sync and aren't visible through the API, even if the customer writes there. It's the part of what the rep says that, by design, we don't see |
| Voice and video calls | They leave no trace: not even a notification arrives |
| Disappearing and "view once" messages | They delete themselves on the phone, so they never arrive |
| Broadcast lists | They don't sync either |
| Your address book names | Meta sends the number, not the address book. A contact with no name shows up as their phone number |
Old attachments don't come through. Past a certain age Meta delivers the message but no longer the file. The window it states is 14 days, but we measured an 8-day-old audio it refused as well: treat 14 days as a ceiling, not a guarantee.
What it means in practice: in a test with 1,489 messages of history, 54 arrived without their file — 3.7%. In Trama each message says whether its file made it, so a gap is distinguishable from a conversation that never happened.
What changes on the person's phone
On activation, Meta turns off disappearing messages and "view once" in ALL of that phone's one-to-one chats, and turns off broadcast lists. Groups and calls stay the same.
It's a change to somebody's own device: we don't control it, it can't be undone from Trama, and it has to be clear before switching it on, not after.
How it's switched on
The number is connected from Channels, in a single step and with the owner and the rep both present: Meta's screen asks for permission over that person's WhatsApp account, so they have to be there to accept it, phone in hand. The full flow is in Seller WhatsApp.
Radar is switched on afterwards, per number, from that channel's panel. It starts off: connecting the phone and setting it to read are two separate decisions.
How current what you see is
In seconds. Each message arrives through a Meta webhook as it happens, both ways — including what the person types from their own phone. It isn't a periodic check.
The only slow part is the first load of a freshly connected phone, which brings in the 6 months of history: from a few minutes to a couple of hours, depending on how many conversations it has, and Meta can take up to a day to send all of it. What's copied stays even if the phone is disconnected later.
Who can see it
The conversations are read in Messages, like any other. There's no separate screen: the number belongs to the business, so what's said there is its commercial record, and visibility is the same as the rest of Messages.
| Who | What they see |
|---|---|
| The Owner | Every conversation, and every connected number from Channels |
| Admins | Every connected number from Channels, and whichever conversations the visibility the Owner set allows them |
| Each rep | The conversations of the number they operate, in Messages — even with restricted visibility. They don't get into Channels |
Who sees which conversation is set by the Owner under Settings → Policies, explained in Policies. The rest of the permissions are in Roles and permissions.
What Radar read out of those threads — where each conversation landed, whether a question went unanswered, whether a quote went out — shows up in that channel's panel, under Channels.
Contacts the agent never steps into
The supplier, the colleague, the accountant and family also write to that phone. You choose who the agent leaves alone: mark a contact and no automation ever steps into that conversation again — the agent does not reply, the seller assistant does not reply, no follow-ups go out, and it does not count in the attention metrics.
It applies across the whole organization, not just that number, and it never expires: "never" means never. You can lift it whenever you want.
You mark it from three places, plus the chat with Tramy:
| Where | How |
|---|---|
| Messages | Open the thread → ⋮ menu → Never step in. The header then shows "The agent stays out" |
| Customer profile | The same button, next to Archive |
| Channel panel | The list of every marked contact, with Lift |
| Trama Agent | "Never reply to Juan". It asks which one if there is more than one, and confirms before doing it |
Marking a contact archives their open inquiries. That is what makes the exclusion mean something on the board: otherwise the supplier's card keeps generating reminders. Lifting it does not bring them back — that gets decided case by case.
What the exclusion does NOT do is hide the conversation. The messages are still stored and still visible in Messages, because the number belongs to the business. If you would rather certain chats not go through it, the answer is for that person to write to your personal number.
Do not confuse it with the other two ways of silencing the agent: pausing the channel turns it off for everyone writing to that number, and taking the thread is temporary and releases on its own.
How it's billed
Radar isn't billed separately: it comes inside the seller WhatsApp, which is the unit your plan counts. Turning it on for a phone that's already linked adds nothing to your bill.
And it doesn't count twice: one device takes one slot, whether it uses the Trama Agent, has Radar, or both. It doesn't consume a business channel either — those are the WhatsApp, Instagram and Messenger accounts where the agent answers your customers.
Prices are at trama.so/pricing, and everything else your plan counts is in Plans.
How it's switched off
From either side. The business removes it from Channels, with Remove. And the rep can disconnect it from their WhatsApp Business: Settings → Account → Business Platform → Disconnect.
That the person can cut it off on their own isn't a detail: it's their phone, and nobody can keep it plugged in against them.
Trama detects the disconnection on its own, and there's nothing to do. Every hour we ask Meta whether the number is still readable. When it stops being readable, we switch the number off, release the quota, give that person back their Trama Agent on sales reps' WhatsApp slot, and tell the account Owner.
We don't rely on Meta telling us: its notifications are best-effort, so the absence of a disconnect notice doesn't prove the phone is still connected. That's why we ask. Up to an hour can pass between the disconnection and the notice, and during that window the number still shows as connected even though nothing new is coming in.
To switch it back on, the person reconnects from their WhatsApp Business.
Turning that number into one of your channels means reconnecting it, not flipping a setting. Meta won't convert a number that's already connected as Assisted: it has to be disconnected from the phone and set up again, this time as a channel. Start the setup from Channels and Trama takes you to the right Meta screen.
What was already stored, stays. The WhatsApp Business number belongs to the business, so what was said there is its commercial record: it stays and keeps being read even if the phone is disconnected or the person stops working there. How an account's data gets deleted is in Privacy and data.