The moment you start your Trengo journey, you will notice that your subscription comes with an allocated number of conversations.
A conversation in Trengo is an outbound message that starts in Trengo, either as the first touch point with a customer or as a reply to a customer’s inbound conversation. A conversation is restricted to a 7-day window and once the window concludes, it will be counted as two conversations.
Free conversation
Depending on your subscription, you will be allotted a number of free conversations. For example, Essentials subscribers will have 100 free conversations per month. Free conversations will be utilised first until the allocation is exhausted.
If you are on monthly subscription and do not utilise the entire quota for the month, the remaining conversations will not be carried over to the next month and there will be no refund for the unused conversations.
However, if you are on yearly subscription and do not utilise the full quota for a particular month, it can be carried over to the next month, as the cycle spans the entire year.
NOTE: Please be aware that auto-reply will not be considered as part of the conversation count.
Get additional conversations in Trengo
Monthly customers will receive reminder emails at 75%, 90% and 100% usage levels, while yearly customers will receive a reminder emails at 50%, 75%, 90% and 100% usage levels.
In order to continue having conversations in Trengo after you reach 100% of your usage levels, you can make a one-time purchase of additional conversation blocks.
1. Go to your Usage overview page. (Setting -> Account → Your usage)
2. Click ‘Add conversation blocks’.
3. Enter the number of blocks you want to add to your current cycle.
4. Click ‘Add conversation blocks’ again to proceed to purchase.
5. Congratulations! You have added more conversation blocks to your account.
You will now be able to see the updated conversation quota for your current billing cycle in the usage page. You will also receive an invoice for this ad hoc purchase, which can be found under Billing History in your Subscription settings.
If you have not purchased additional conversations, your message will still be sent. However, you will be subject to a 20% over-usage surcharge, as Trengo will add 10% additional conversation blocks, rounded up to the nearest block.
The 20% over-usage surcharge is waived if you are already on a yearly subscription.
Over-usage example:
