*NOTE: This is a BETA feature. Please, make sure to refer your questions to Trengo Support team.

Connect with any email provider

You can connect a vast range of email providers* in Trengo, including your own email server via IMAP. This allows you to combine multiple communication channels in one inbox and empower them with the help of automations and AI.

Time to connect: < 5 minutes

1. Navigate to Settings > Channels > Email and click the + (plus) icon at the top of the page or “Connect Email” button.

2. Click the “Connect email client (Beta)” button.

3. You will be directed to select your email provider. If you are using any other provider than Gmail or Microsoft - click “View all providers”.

4. Click 'Continue' to confirm the connection.

5. Confirm permissions needed for Trengo to make the connection by clicking 'Allow'.

6. After clicking “Allow” you will get to the final step of channel creation in Trengo. Finishing setting up the channel by giving it a name, assigning it to a team or single user.

7. When you’re finished, click on the 'Create channel' button at the bottom of the page.

That’s it! If you see the above pop up that means your email address is now connected and you can use it on the inbox! You can change its settings any time by navigating to Settings > Channels > Email and selecting it from the list of created Email channels.

Note. If you're using Microsoft 365 with two-factor (2FA) or multi-factor authentication (MFA) enabled, please use your app password instead of your regular account password. Microsoft requires this for enhanced account security.

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(BETA) Connecting a personal Outlook account

Due to Microsoft’s restriction on access of third-party applications to Outlook accounts, personal or basic Outlook accounts might not work with a simple login in Trengo.

In order to solve this, this article will instruct you how to enable Two-Step verification (2FA) for your Outlook account and generate an app password that you will use to connect and create your channel.

Turning on the two-step verification

1.Go to the Advanced security options of your Microsoft account.

2. On the top of the page, under Two-step verification, click on “Manage”.

3. Click 'Next' when you see this screen.

4. After activating the two-step verification, it’s important to save the code provided by Microsoft somewhere safe and easy to access in case you lose access to the devices related to this verification. If you lose this code, you might not be able to recover your account in the future.

Generating an app password

Now that you have enabled 2FA, you need to generate the app password that you will use to connect and create your channel in Trengo instead of your regular Outlook email password.

1. Go back to the Advanced security options of your Microsoft account.

2. Scroll down the page and click on “Create a new app password”.

3. Advance through the steps on the Microsoft flow. Make sure to read some of the possible implications of generating an app password such as disconnection from older devices or third-party apps.

4. Confirm your password if prompted by Microsoft.

5. Save the app password generated by Microsoft somewhere safe and accessible.

6. Click on “Done”.

That’s it! Now you can create a new channel using your personal Outlook account by using your personal email address, and your generated app password following this guide.

(BETA) Integrating Act! with Trengo

With Trengo's Integration Hub, connecting your Act! account to your Trengo Inbox is a breeze. Please ensure you are an Admin in both Trengo and Act! before proceeding.

1. Navigate to Trengo Settings, then select 'Settings', followed by 'Integrations'.

2. Select 'CRM', then click the 'Act!' card to open the description interface.

3. Click 'Install Integration' in the top right corner to open the installation modal.

4. Enter your information in the required fields:

Instance URL: if you are on a Basic plan, use 'https://apius.act.com' (without the '/act.web.api'). If you are an Act! Premium Cloud users, please refer to the support section in your Act Account to find the Instance URL.
Enter your 'DataBase name'.
Enter the credentials (login and password) for the Admin user
Domain URL field - enter the URL that is specific to your organisation in Act. This is usually a so-called 'Admin URL' or 'Domain URL'.

5. Click 'Install Integration'.

6. Congratulations! You can begin using Act! and Trengo together in your Inbox!

ℹ️ Please note that there are two tabs available in the Act integration in the right side bar: Contacts (detailed contact information from your CRM) and Opportunities (detailed information about potential deals with the contact).

(BETA) Integrating ActiveCampaign with Trengo

With Trengo's Integration Hub, connecting your ActiveCampaign account to your Trengo Inbox is a breeze. Please ensure you are an Admin in both Trengo and ActiveCampaign before proceeding.

1. Navigate to Trengo Settings, then select 'Settings', followed by 'Integrations'.

2. Select 'CRM', then click the 'ActiveCampaign' card to open the description interface.

3. Click 'Install Integration' in the top right corner to open the installation modal.

4. Enter your Base URL to establish connection to ActiveCampaign. You can find the Base URL in the 'My Settings' page in your ActiveCampaign account - under the 'Developer' tab. The base URL will be in the format of 'https://youraccount.api-us1.com'.

5. Enter your API Key, which you can copy from the 'My Settings' page in your ActiveCampaign account under the 'Developer' tab.

6. Enter the Domain URL that is specific to your organisation in ActiveCampaign. This is usually a so-called 'Admin URL' or 'Domain URL'.

7. Click 'Install Integration'.

8. Congratulations! You can begin using ActiveCampaign and Trengo together in your Inbox!

ℹ️ Please note that there are two tabs available in the ActiveCampaign integration in the right side bar: Contacts (detailed contact information from your CRM) and Opportunities (detailed information about potential deals with the contact).

(BETA) Integrating BigCommerce with Trengo

Please be aware that this integration is available for customers on the Pro plan.

With Trengo's Integration Hub, connecting your BigCommerce account to your Trengo Inbox is a breeze. Please ensure you are an Admin in both Trengo and BigCommerce before proceeding.

1. Navigate to Trengo Settings, then select 'Settings', followed by 'Integrations'.

2. Select 'E-commerce', then click the 'BigCommerce' card to open the description interface.

3. Click 'Install Integration' in the top right corner to open the installation modal.

4. Enter your API Access token - please make sure you’ve created a Store API Account in your BigCommerce environment.

5. Store hash - This link (URL) is specific to your store in BigCommerce. Please make sure to follow the required format of the hash: simply add the middle part of the URL in the field. Usually, this is the name of your specific store.

6. Enter the Domain URL that is specific to your organisation in BigCommerce. This is usually a so-called 'Admin URL' or 'Domain URL'. You can use the same link as Store Hash here.

7. Click 'Install Integration'.

8. Congratulations! You can begin using BigCommerce and Trengo together in your Inbox!

(BETA) Integrating Copper with Trengo

With Trengo's Integration Hub, connecting your Copper account to your Trengo Inbox is a breeze. Please ensure you are an Admin in both Trengo and Copper before proceeding.

1. Navigate to Trengo Settings, then select 'Settings', followed by 'Integrations'.

2. Select 'CRM', then click the 'Copper' card to open the description interface.

3. Click 'Install Integration' in the top right corner to open the installation modal.

4. Enter the email (login) of an Admin user. Please make sure that this is the login of a user mentioned as 'API Key Owner' in the 'Settings' -> 'Integrations' in your Copper account.

5. Enter your API key - you can copy the key from 'Settings' -> 'Integrations' in your Copper account.

6. Enter the Domain URL that is specific to your organisation in Copper. This is usually a so-called 'Admin URL' or 'Domain URL'.

7. Click 'Install Integration'.

8. Congratulations! You can begin using HubSpot and Trengo together in your Inbox!

ℹ️ Please note that there are two tabs available in the Copper integration in the right side bar: Contacts (detailed contact information from your CRM) and Opportunities (detailed information about potential deals with the contact).

AI billing explained

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What’s included in your subscription plan

Trengo offers various plans (Trial, Essentials, Boost, Pro), each with different limits on the number of included AI HelpMate Suggested Replies conversations. You can easily track your usage of Suggested Replies conversations on the HelpMate page in your product.

Trial Plan

During the trial period, you can access both Suggested Replies and Autopilot. Your trial is limited to 100 conversations, encompassing Playground messages, Autopilot, and Suggested Replies. Once this limit is reached, you must subscribe and choose one of the plans between Essentials, Boost, Pro or Enterprise to continue using AI HelpMate.

Trengo Essentials

In the Essentials plan, you can use Suggested Replies but you do not have access to Autopilot. To use Autopilot, an upgrade to the Boost plan is necessary. You will see this screen in the setting page:

Included Suggested Replies Conversations in the Essentials plan:

Monthly customers: 20 conversations per month.
Yearly customers: 240 conversations per year.

Playground messages remain included. After exhausting your included Suggested Replies conversations, you will incur charges that will be deducted from your balance.

Trengo Boost

The Boost plan allows you to leverage both Autopilot and Suggested Replies.

Included Suggested Replies Conversations in the Boost plan:

Monthly customers: 50 conversations per month.
Yearly customers: 600 conversations per year.

Playground messages are included. Once the included conversations have been used, charges will apply for additional usage, deducted from the balance. All Autopilot conversations will also incur charges, deducted from the balance.

Trengo Pro

If you are on the Pro plan, you can also enjoy both Autopilot and Suggested Replies, and you will have more included conversation compared to the Trengo Boost plan.

Included Suggested Replies Conversations in the Pro plan:

Monthly customers: 100 conversations per month.
Yearly customers: 1,200 conversations per year.

As with the other plans, Playground messages remain included. After using the included conversations, additional charges will be deducted from the balance for both Suggested Replies and Autopilot conversations.

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Billing and actual charges for usage outside of your plans

Billing for HelpMate involves several key points:

If you are using Autopilot and Suggested Replies, the cost will be deducted from your balance from the start. While Suggested Replies will incur charges once you have exhausted your allotted amount. The surcharge will depend on your subscription plan:

Charges:

- Monthly customers: 30¢ per AI conversation.
- Yearly customers: 25¢ per AI conversation.
You can see the breakdown in the transaction page as ‘AI’ alongside other channels, such as SMS, Whatsapp and Voice. You can refer to the picture below:

If a single conversation includes both Autopilot and Suggested Replies, you will only be charged once (either 30¢ or 25¢, based on your plan).
To ensure uninterrupted service, if you do not have a recurring commitment or sufficient balance, the system will trigger an auto top-up. This feature automatically adds balance to the customer’s account, allowing continued use of the product without disruptions. (More details about the auto top-up system can be found here)

At Trengo, we strive to offer transparent and flexible billing options that meet the needs of our customers. Understanding these billing structures ensures that users can fully utilise our AI capabilities without any surprises.We encourage to always monitor the balance and top it up when necessary, especially if you’re actively using Trengo AI.

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Managing AI surcharges:

Managing AI surcharges is easy in Trengo. Ensure you have sufficient balance, as it will be deducted for AI usage. You have the option to:

Commit and pre-pay your balance, similar to how conversation blocks work.
If you do not to commit or finish your balance, auto top-up will ensure your balance is replenished automatically as needed, allowing you to continue using Trengo AI without disruption. The auto top-up amount can be carried forward for one additional month.

We recommend committing to a balance with a linked payment method to simplify administration and ensure smooth ongoing usage.

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Connect with any email provider

Turning on the two-step verification

Generating an app password

AI billing explained

What’s included in your subscription plan

Trial Plan

Trengo Essentials

Trengo Boost

Trengo Pro

Billing and actual charges for usage outside of your plans

Managing AI surcharges:

Still having trouble?