The Inbound Agent

The Inbound Agent is the heart of Trama. It lives on your agency's WhatsApp and handles everything that happens from when a traveler writes to when a sales rep takes the opportunity.

How it works

1. A traveler writes on WhatsApp. They might come from a Meta ad, your website, or because someone shared your number.

1. The agent responds instantly. It greets them, introduces itself as part of your team, and starts naturally conversing about what the traveler needs.

1. Extracts key data. Throughout the conversation, the agent gathers the information your team needs to quote: destination, travel dates, number and ages of passengers, approximate budget, city of origin.

1. Qualifies the lead. With the gathered data, the agent determines whether it's a real sales opportunity (hot, warm, or cold) using an automatic scoring system.

1. Creates the opportunity. When the lead is qualified, the agent creates an opportunity in Mission Control with all the structured data.

1. Notifies the sales rep. The assigned sales rep receives a notification with the complete lead summary, ready to take over the conversation and quote.

What the agent knows

Your agent knows everything you load about your agency:

• Destinations you handle and their main features
• Services you offer (packages, flights, hotels, transfers, excursions)
• Team business hours
• General policies (payment methods, cancellations, required documentation)
• Any additional information you want it to use in conversations

What the agent does NOT do

• It doesn't make up information. If it doesn't have a piece of data, it doesn't invent it. It says it will check with the team.
• It doesn't quote. It doesn't give prices or build budgets. That's the sales rep's job.
• It doesn't make reservations or process payments.
• It doesn't replace the sales rep. When the lead is ready, it passes them to the human.

When it hands off to the sales rep

The agent transfers the conversation to the assigned sales rep when:

• It has gathered enough data to qualify the lead (destination + dates + passengers as a minimum)
• The traveler asks to speak with a person
• The traveler asks a question the agent can't answer
• The conversation requires negotiation or personalized attention

Customization

Each agency can customize:

• The information the agent knows (destinations, services, policies)
• The tone and style of the conversation
• The handoff rules (when it passes to the sales rep)
• The data it considers mandatory for qualification