> ## 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.

# Glossary

| Term                 | Meaning                                                                                      |
| -------------------- | -------------------------------------------------------------------------------------------- |
| **Inbound Agent**    | The AI agent that handles incoming inquiries on WhatsApp                                     |
| **Lead**             | A person who contacted your business with interest in a trip                                 |
| **Opportunity**      | A qualified lead that became a potential sale on the board                                   |
| **Qualification**    | The process by which the agent determines if a lead is a real opportunity                    |
| **Handoff**          | The moment the agent passes the conversation to the human sales rep                          |
| **Mission Control**  | The board where the status of every opportunity and commercial operation is visible          |
| **Kanban**           | The visual board format: columns representing stages of the sale                             |
| **Tracking**         | Connecting a sales rep's WhatsApp so Trama can see their conversations                       |
| **Touch**            | A post-quote follow-up message (there are 3 touches in the protocol)                         |
| **Conversation**     | Each new person who contacts the agent. No matter how many messages, it's 1 conversation.    |
| **Dedicated number** | The WhatsApp number exclusively for the Trama agent                                          |
| **Tracked number**   | A sales rep's WhatsApp number connected to Trama for follow-up                               |
| **Campaign**         | A grouping of opportunities by commercial context (promo, season, destination)               |
| **Template**         | A Meta-approved message format for sending WhatsApp notifications                            |
| **Temperature**      | How ready to buy an opportunity is: hot, warm, or cold                                       |
| **Dormant**          | An opportunity that left the active flow due to inactivity and can be reactivated            |
| **Out of funnel**    | The tab with dormant and archived opportunities, outside the active pipeline                 |
| **Coexistence**      | The mode in which Trama observes a sales rep's WhatsApp without changing their number or app |
| **Catalog**          | The library of packages and services the agent uses to advise the traveler                   |