Policies
The agency's rules about what each person sees, what they can do, and who answers when the agent asks.
There's one set of decisions no role settles on its own: whether your reps see the whole operation or only their own, and what they're allowed to do with somebody else's. The Owner makes them, under Settings → Policies.
Owner only. Owners and admins always see everything and can do everything — these rules are about the rest of the team.
First: the owner of a customer
Every customer has an owner — the person responsible for that relationship.
- It's assigned automatically to the rep who takes that customer's first opportunity.
- The Owner and Admin can reassign it at any time.
- A customer with no owner is visible to the whole team, so anyone can pick them up.
That ownership is the basis for everything below: when visibility is limited, each person sees the customers they own, and nothing else.
What the team sees
| Setting | The options |
|---|---|
| Opportunity pipeline | The whole pipeline · Only their assigned ones — the rep sees only the ones where they're the assigned rep or the one who took it, out of funnel included |
| Customers and conversations | All customers · Only the ones assigned to them |
The customers setting reaches the Inbox too. Limit it and each person sees only the conversations of their own customers. Conversations with no customer assigned yet stay visible to everyone — otherwise nobody could pick up a new inquiry.
Two things don't move with these settings: metrics and the per-rep filter stay with the Owner and Admin, whatever you pick here.
What the team can do
Handing off opportunities — whether a rep can pass one of their own to somebody else on the team, from the board or by asking the Trama Agent.
It ships as Only owners and admins. If your reps say they can't hand off a lead, this is the setting, not a bug. Turning it on doesn't open anyone else's opportunities: each person still operates their own, they just gain the ability to pass one along.
Who answers the agent's questions
When the Inquiry Agent can't answer something on its own, it doesn't invent and it doesn't stay quiet: it holds its reply and asks a person. This block decides who.
- Primary — the first person asked. It can be anyone on the team, whatever their role.
- Second — if the primary hasn't answered in an hour, the question moves here.
- The Owner — at two hours it reaches the account Owner with priority: WhatsApp and email at once, without waiting for business hours. This rung isn't configurable, and that's the point — it's the only one that always exists, so the ladder can never end without a last step.
At four hours the question expires and the agent goes back to the customer with the truth rather than keeping them waiting.
You can answer from the dashboard, or from your AI assistant — that answer is the one thing written outside Trama that reaches a customer.
Changes here take effect on each person's next navigation, not instantly on a screen they already have open.
The full table of what each role sees in each section is in Roles and permissions.