> ## Documentation Index
> Fetch the complete documentation index at: https://docs.trama.so/llms.txt
> Use this file to discover all available pages before exploring further.

# How the agent works

> The Inbound Agent is the heart of Trama. It lives on your business's WhatsApp and handles everything that happens from when a traveler writes to when a…

The Inbound Agent is the heart of Trama. It lives on your business'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.

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

3. **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.

4. **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.

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

6. **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 business:

* 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 book trips or process payments.** It doesn't make hotel, flight, or service reservations, and it doesn't ask for card details. It can schedule a call with an advisor when your business enables Appointment scheduling.
* **It doesn't replace the sales rep.** When the lead is ready, it passes them to the human.