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Trengo: messaging features and setup
A customer communications platform that brings conversations from multiple channels into a shared inbox. It includes AI agents to handle recurring requests and give the team a unified view of service.
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Overview
A unified inbox should reduce the need to switch between channels, while preserving the context specific to each conversation. An email request may contain different details from a short WhatsApp conversation. So decide which details the team requires before handing off to a specialist and which types of questions the AI agent can resolve. The pilot should also show who is responsible when a customer returns after the queue has already been marked as handled.
Features
- Unifies WhatsApp, email, chat, and other channels
- Team collaboration in one conversation inbox
- AI agents for sales and service
Business uses
- Distributing service requests among agents without switching apps
- Providing an initial response and continuing with human support in the same history
Getting started
- Connect one queue and define conversation ownership, response hours, and knowledge sources.
- Send a recurring question and a request that needs individual review to the test inbox, then check that they reach different workflows as configured.
- Reopen the conversation through another channel with the same test customer and check that the agent can understand the history and that ownership for follow-up is clear.
What to check
- Check that each required channel is available on the selected plan and in the country where the business operates.
- Test Hebrew responses with real examples, even when general multilingual support is advertised.
Sources to check next
Vendor features and prices change. Confirm details on the linked official pages before you rely on them.