Trengo Review

By Joren Wouters Updated on

Trengo Review

Trengo is customer service tool that allows you to chat with your customer via live chat and chatbots over more than 10 channels. With their software, you can see all the messages of your customers in one inbox.

But should you use Trengo to handle your chat? Let’s find out!

User Interface

If you log in with Trengo, you first see an overview of all your chats through different channels:

trengo-dashboard

When you are going to create your chatbot flows, Trengo makes use of a kind of structured builder that allows you to set the chatbot elements:

trengo-interface

Moreover, you can directly test these chatbot flows within the Trengo interface:

trengo-test-chatbot

In general, Trengo has an easy-to-use interface and it is pretty easy to set up your chatbot.

The only drawback is that they don’t provide a Visual Flow Builder, which could be useful for the more visually oriented chatbot developers.

Visual Flow Builder
Create chatbot dialogs with a visual flow builder.
Test chatbot
Is it possible to test the chatbot before putting your new flows or changes live?
Easy to use?
Is the chatbot platform easy-to-use?
Easy to setup a chatbot?
Is it easy to set up your chatbot with this chatbot platform?

Chatbot elements

Trengo provides enough chatbot elements to create your chatbot flows.

They do lack some elements (such as Galleries and a Persistent Menu), but they still offer enough elements to build a good chatbot!

Delays
Use delays between messages in your chatbot
Images
Can you send images via your chatbot?
Video
Can you send video via your chatbot?
Audio
Can you send audio via your chatbot?
Attachments
Can you send attachments via your chatbot?
Gallery (Horizontal List)
Show a gallery of cards inside your chatbot. A card consists of an image, title, subtitle and button.
Vertical List
Show a vertical list of items inside your chatbot
Emoji's
Can you use emojis inside your chatbot?
Persistent menu
Can you add a persistent menu to your chatbot?
Quick replies
Can you add quick replies to your chatbot where users can click on?
Button
Can you add buttons to your chatbot where users can click on?
User Input
Can chatbot users freely type text to your chatbot whenever they want to?
Location Sharing
Can users share their location inside the chatbot?
Email validation
When a chatbot user gives their email, can the platform validate it's a correct email address?
Phone number validation
When a chatbot user gives their phone number, can the platform validate it's a correct phone number?
Date validation
When a chatbot user gives a date, can the platform validate it's a correct date?

Users

Unfortunately, it is not possible to see all the users that talked with your chatbot in one overview.

But it is possible to see all the chats in one overview and the information per user (on the right):

trengo-chats

Also, with Trengo, you can add custom fields and tags to your users.

Custom field
Store information from your chatbot users inside fields. For example, you can ask for someone's email and store it inside the "email" custom field.
Tags
Add tags to users in your chatbot flows to organize and categorize contacts.
User Segments
Can you create user segments based on custom fields and tags?

Messages

Unfortunately, it is not possible to send broadcasts or sequences with Trengo. Also, it is not possible to use any conditions in your chatbot flows.

On the other hand, Trengo does allow you to create a chatbot in multiple languages. And with Trengo, it is extremely easy to translate your chatbot flows to different languages:

trengo-languages

Broadcasts
Send a message to all or a part of your chatbot users at a specific date and time
Sequences
Send messages on a pre-defined schedule with a certain time interval between those messages
Conditions
Make checks in your chatbot flow based on if-then logic. For example, if the user has not given their email, ask for their email.
Multiple languages
Is it possible to create a chatbot in multiple languages?
Easy to translate
Can you translate text to other languages without using a third-party platform and without creating duplicate flows?

AI & NLP

Trengo doesn’t provide any built-in AI capabilities. But they do have a native integration with DialogFlow, which allows you to use Google’s AI in your chatbot.

With this integration, you can recognize keywords and understand the intent of the user.

And the best part of this integration is that you don’t need to go to DialogFlow for it, you can just edit everything right from the Trengo interface:

trengo-ai

Keywords
Trigger chatbot flow based on certain words or phrases a user says to the chatbot.
Intents
Trigger a chatbot flow by understanding the intent of the user.
Entities
Capture specific information from sentences. For example, if a user says "veggie pizza", the chatbot can understand it's not a regular pizza, but a veggie pizza.
Dialogflow
Does the chatbot platform provide a direct integration with Google's AI Platform?

Channels

With Trengo, it is possible to put your chatbot on 11 different channels:

  1. Website
  2. Facebook Messenger
  3. Instagram
  4. WhatsApp
  5. Telegram
  6. Google Business Messages
  7. Twitter
  8. SMS
  9. Voice
  10. WeChat
  11. Email

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

trengo-help-center

So in total, Trengo offers 11 different channels + a helpdesk feature. That’s a lot.

Website
Can you publish your chatbot on your website?
Facebook
Can you publish your chatbot on Facebook?
Instagram
Can you publish your chatbot on Instagram?
Whatsapp
Can you publish your chatbot on WhatsApp?
Telegram
Can you publish your chatbot on Telegram?
SMS
Can you publish your chatbot on SMS?
Slack
Can you publish your chatbot on Slack?
Skype
Can you publish your chatbot on Skype?
Email
Can you publish your chatbot on email?
Merge contacts across channels
Can you merge contacts across channels, when the same person contacts you over multiple channels?

Integrations

Trengo has a built-in live chat, which is the most important integration of any chatbot software.

Moreover, they provide a Zapier integration, so it is possible to connect with almost any other software in the world.

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.

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

Livechat integration
Direct integration with live chat, either via a built-in live chat functionality or a third-party live chat platform.
Zapier
Direct integration with Zapier, one of the largest integration platforms in the world.
Make
Direct integration with Make (formerly Integromat), one of the largest integration platforms in the world.
Google sheets
Direct integration with Google Sheets, to store or retrieve data from sheets.
Make API Calls
Can you call an API inside your chatbot flow to send or get data from other applications?

Marketing

Since Trengo is mostly focused on customer support, it has limited marketing possibilities.

But it does have one of the most best native website widgets I have ever seen:

trengo-website-widget

With Trengo’s native website widget, your customer can choose the channel he/she wants to communicate over. With most other chatbot software, there is just one channel for the website widget: the website. But with Trengo, your customer can choose between all the different channels you offer as a company.

Moreover, you can also set a different website greeting per page:

trengo-website-greeting

Facebook website widget
Embed your chatbot as a Facebook Widget on your website.
Native website widget
Embed your chatbot as a native widget (your own branding & colors) on your website.
Landing pages
Can you create a simple landing page to drive users to your chatbot?
One-Time Notification
Send one-time notifications via Facebook Messenger for a topic that a chatbot user has opted-in for
Facebook Ads
Start a conversation with your chatbot when someone clicks on a Facebook Ad
Button creator
Add a button to your website to drive users to your chatbot
Custom URLs
Generate a simple URL that can be shared anywhere to send users to your chatbot

Pricing

Trengo provides a 14-day free trial on any plan that allows you to test out their platform.

Because Trengo was originally live chat software, the monthly price you pay is based on the number of live chat agents:

trengo-pricing

Moreover, Trengo provides two different chatbot features (in terms of pricing): Chatbots and Flow Bots.

The Chatbots feature is automated questions answering, and the Flow Bots feature is the creation of your own chatbot flows.

If you only want automated questions answering (Chatbots feature), then you need to have the Scale plan which costs €25 per live chat agent. With this plan, you can create your chatbot and put it on 11 different channels.

If you also want to create flow bots, you must at least have the Grow plan (€15 per live chat agent) + an additional fee of €49 per month (Flowbots fee). Also, the number of flow bots you can create differs per plan:

trengo-pricing-chatbots

So is this pricing reasonable? In my opinion, yes. But it could be a bit expensive if you are a small company with not many customers yet.

On the other hand, if you don’t have many live chat agents and you do send a lot of messages through your chatbot, the pricing of your chatbot is extremely cheap. With most other chatbot builders, you pay based on the number of messages you sent, but with Trengo, you pay for the number of live chat agents.

So, it depends 😉

Free trial
Does the chatbot platform provide a free trial?
Free plan
Does the chatbot platform provide a free plan?
Price per month
What is the lowest price per month for creating a chatbot on this platform?
25
Monthly pricing available?
Is it possible to pay monthly?
Money back guarantee
Is there a money-back guarantee in case you are not satisfied with the platform?

Analytics

The analytics of Trengo are a bit minimal. As said before, Trengo started out as a live chat company and therefore mainly provides analytics related to tickets:

trengo-statistics

But there are no analytics about the chatbot or the specific flows you’ve created.

The only thing you can analyze is the user input that the chatbot didn’t understand. So this allows you to improve the answers of your chatbot, which is really useful if you are using your chatbot for customer service.

Dashboard
Dashboard that provides general analytics of your chatbot.
Flow analytics
Can you analyze how users are going through your chatbot flows?
User input
Get the input from users that your chatbot didn't understand.
Sent messages
The number of messages that were sent by your chatbot.
Open rate
The percentage of chatbot users that opened a message inside your chatbot.
Click rate
The percentage of chatbot users that click on a button inside your chatbot.
Conversion rate
The percentage of users that converted through your chatbot. For example, the percentage of users that gave their email address
Fall back rate
The percentage of interactions where the chatbot did not know an answer to a question.
Custom dashboards/reports
Can you create your own dashboard or reports?

eCommerce

Trengo provides direct integrations with Shopify and WooCommerce. With this integration, you can easily find the latest order of a customer inside Trengo.

Payments
Collect payments inside your chatbot
Shopify
Direct integration with Shopify to get products, order information and cart data.
WooCommerce
Direct integration with WooCommerce to get products, order information and cart data.
Buy directly within chatbot
Ability for chatbot users to buy products or services directly from a chatbot
Cart abandonment
Trigger messages in the chatbot when a user abandons their cart on a website or inside the chatbot

Templates & Cloning

Trengo does not provide any templates that you can use to set up your chatbot.

On the other hand, it is possible to duplicate your chatbot flows and chatbot elements, so that you can easily reuse them.

Number of templates
How many pre-built templates does the chatbot platform provide?
0
Make template
Can you make templates yourself?
Share template
Can you share self-created templates with others?
Duplicate chatbot flows
Is it possible to duplicate chatbot flows, so you can easily reuse them?
Duplicate chatbot elements
Is it possible to duplicate chatbot elements, so you can easily reuse them?

Optimization

Unfortunately, it not possible to do any optimization with Trengo, such as A/B testing.

A/B Testing
Can you optimize your chatbot flows by performing A/B tests?

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.

Tutorials
Does the chatbot platform provide tutorials on how to use its platform?
Documentation
Does the chatbot platform provide documentation on how to use its platform?
Customer support
Does the chatbot platform provide customer support?

Conclusion

So, would I use Trengo to build my chatbots?

Yes, I would.

Trengo is extremely suitable for omnichannel customer support with chatbots. With Trengo, you can put your chatbot on more than 10 different channels and serve customers in multiple languages. By using their Dialogflow integration, you can use Google AI’s to make your chatbot smarter. Also, Trengo has a built-in live chat and one of the best native website widget I’ve ever seen.

Go to Trengo

Comments (2)

  1. Flo

    Seems the perfect solution … If only there wasn’t this stupid limitation of 5 user agents minimum, which directly excludes most small businesses

    1. Joren Wouters

      I get what you mean. Maybe you could try to ask them if they make a custom plan for you.

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