Trengo Review 2024: Features, Pros and Cons, Pricing

Trengo is a customer service tool that allows you to chat with your customer via live chat and chatbots on 7 channels. With their platform, you can see all the conversations of your customers in one unified inbox, where your customer support team can work togethether.

But should you use Trengo to handle your chat? That’s exactly what we’re going to cover in the Trengo review.

User Interface

In Trengo, there are several tabs to handle your account:

1. Inbox – this is where you can access the live chat in Trengo
2. Broadcast – you can send messages via WhatsApp and SMS
3. Help center – allows you to add help center articles to your widget
4. Contacts – details of all the people who talked with our chatbot
5. Reporting – mostly focused on live chats
6. Settings – allows you to control both chatbots and flowbots

Then in Trengo, you have two types of chatbots that you can create: Chatbots and Flowbots.

With Chatbots, you can automatically reply to frequently asked questions:

Or you can create a Flowbot that allows you to create a chatbot flow:

Each flowbot consists of multiple steps. Within each step, you can determine to:

• Send content (messages, videos, images)
• Ask for user input (and store the answers in custom fields)
• Add buttons, so people can go further in the conversation
• Or perform actions (such as handing over to an agent or creating a ticket)

And once you created your chatbot flow, you can easily preview it by clicking the Playground button:

Creating a flow is pretty easy, but there are a few drawbacks. For instance, all your flows show under each other. So, if you’re creating a large flow, you’ll lose the overview of the flowbot.

Another huge drawback is that you can’t use the chatbot and flowbot interchangeably. So you cannot automatically reply to a message with a flow, only with one default answer.

Chatbot elements

Trengo provides enough elements to create your chatbot flows. There are two elements that I like in particular:

User Input: With this element, you can collect user input from your customers and store the answer in a custom field.

Go to step: This allows you to reuse the content in your chatbot flow, so you don’t have duplicated content in your bot.

But there is also a drawback: Trengo doesn’t have conditions, so you cannot personalize conversations based on custom fields in Trengo.

Contacts

In the Contacts panel, you can see all the contacts who talked with your chatbot:

When you click on one of the contacts, you can see all the information about the contacts and the past conversations they had:

As you can see from the image above, you can add your own custom fields and tags in Trengo. And then you can add these to your contacts.

Unfortunately, it is not possible to create segments for your contacts.

AI Features

Trengo has a direct integration with Dialogflow that you can use to understand the intent of the user. For each intent, you can add example questions and then create an automatic reply for that:

Unfortunately, you cannot attach intents to flowbots, which is a drawback. Likewise, you also cannot use entities with Trengo.

Live Chat

Trengo has a built-in live chat, which allows you to hand over the conversation from your chatbot a human agent:

What I also like about Trengo is that they have a Surfly integration, which allows your customers to directly share their screen with one of your live chat agents.

Trengo also provides auto-assignment rules as part of its automation features. Users can set up rules that automatically assign conversations to specific users or teams based on predefined conditions.

Channels

With Trengo, it is possible to use your chatbot on 7 different channels:

1. WhatsApp
2. SMS
3. Facebook Messenger
4. Telegram
5. Website chat
6. WeChat
7. Google Business Messages

In addition to all these channels, you can also create a complete helpdesk inside Trengo (they call this the “Helpdesk channel”):

So in total, Trengo offers 7 different channels + a help desk feature. That’s a lot.

Marketing

You can add a widget to your website that you can customize to your own preferences:

And you can also add multiple channels, so your website widget has one tab for each channel:

Additionally, you can also translate the widget into multiple languages:

And to me this is a bit odd. Because it is possible to translate your widget, but it is not possible to translate your chatbot in Trengo.

Furthermore, Trengo also has widget automations, which are proactive messages you can send to website visitors. With these automations, you can choose the audience and set page targeting:

But these proactive messages cannot be connected with your flowbot, which is a drawback.

Additionally, you can also send broadcasts via WhatsApp and SMS.

Integrations

Trengo has plenty of direct integrations with:

• Email platforms, like ActiveCampaign
• CRMs, like Hubspot and Salesforce
• eCommerce platforms, such as Spotify
• And many more!

If that’s not enough, you can also connect Trengo to other applications using Zapier.

Also, you can use Trengo’s API to create your own webhooks.

Trengo Pricing

Trengo offers three pricing plans: Essentials ($110/month), Boost ($165/month) and Pro ($276/month). All these plans are billed annually, if you want to pay monthly the respective prices are $139, $205 and $344 per month.

With the Essentials Plan ($110/month), you get 5 live chat users and only 100 conversations. If you need more conversations, you need to pay $20 per 100 conversations. This plan also comes with the unified inbox and chatbots, but not with the Flowbot:

The Boost plan comes with 300 conversations per month and more advanced features, such as integrations, reporting & automation rules.

The Pro plan comes 1,000 conversations per month, all integrations and workload balancing.

Furthermore: All plans don’t come with Flowbots and Broadcasts. If you want to use Flowbots or Broadcasts, you need to pay extra. But you don’t know how much extra, because Trengo doesn’t provide this information.

Analytics

The analytics are mainly focused on the customer support team:

You can view the workload analytics for details on the number of tickets that were created, closed, and reopened:

You can also view stats about the agent’s performance:

And the customer satisfaction, too:

Trengo Templates

Trengo provides 4 templates that you can use to set up your flowbots.

However, you cannot create these templates yourself.

Support

Trengo has an extensive knowledge base with over 200 articles in which they explain how you can use their software.

Moreover, they provide customer support via email and live chat. Based on online reviews, the customer support they provide is not good.

Conclusion

Trengo is great for medium businesses that want a unified inbox for their customer support staff. Additionally, you can boost this with chatbots to automatically reply to questions or automate part of the support experience.

Go to Trengo

But when considering Trengo, there are also a few drawbacks to keep in mind:

1. The chatbot feature of Trengo is pretty basic
2. You cannot personalize chatbot conversations
3. You cannot use Chatbots and Flowbots together
4. The pricing can be a bit expensive, especially compared to other platforms
5. They have untransparent pricing for add-ons, such as Flowbots and Broadcasts