In 2024, Trengo introduced a new plan & pricing for the customers. It shifted the user-based model to a usage-based model. To understand usage better, we need to start from the beginning, a conversation. Then, there are other parts that will be factored in to the plans, e.g. number of team member, integration necessity, whitelabeling, and others.

What is a conversation?

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 and a new message is sent, it will also be counted as two conversations.

The plans in 2024 will determine how much conversations you will have per month/year.

For more information on conversation you can click here.

What should I take into consideration when choosing the plan?

When choosing a plan for your team, it's important to carefully consider several factors to ensure that the selected plan aligns with the team's needs and requirements. Here are some key considerations:

  • Team size. If your team has fewer than 10 members and requires no automation - the 'Essentials' plan may suffice. For larger teams exceeding 10 members, consider the 'Boost' and 'Pro' plan.
  • Integration requirement. Integration features are only possible in our 'Boost' and 'Pro' plans. 'Pro' subscription will have the privilege to have both premium integration, such as Microsoft Dynamics and Salesforce, to name a few.
  • Support needs. If the team values quick and personalized support through our email, live chat, and WhatsApp, it is possible only in our 'Pro' plan.
  • Automation requirements. If automation is a critical aspect of your team's workflow, note that the 'Essentials' plan currently doesn't include automation features at all. You may need to consider the 'Boost' or 'Pro' that provide additional automation capabilities.
  • White labeling. If the team requires a customized branding experience and the ability to remove Trengo branding, this feature is available in 'Boost' and 'Pro' plans.
  • Budget considerations. Evaluate the cost of each plan in relation to your budget and the features offered.

Here are the quick overview of our plans:

  • Essentials - suitable for a lean team, less than 10 members that doesn't require automation at all. The main usage of Trengo would be the omnichannel inbox.
  • Boost - suitable for a medium team, 11-50 members, requires some integration and automation. The main usage of Trengo would be the combination of automating the omnichannel inbox, the use of widget as well as basic reporting.
  • Pro - suitable for a medium to large team that requires advance integrations, whitelabeling as well as advance Reporting ability.

Third-party carrier cost

In order for Trengo to enhance your customer engagement, occasionally, a third-party platform will be used to assist with the conversation flow, for example: WhatsApp (META) or Twilio.

The third-party carrier costs refer to the charges associated with a different platform that is done within the Trengo environment. This carrier costs are committed and paid in advance similar to a conversation block. The percentage of the carrier cost is 10% on top of the actual transaction with the third-party provider.

Please note :

  • The third-party carrier cost is paid in advance. If you do not utilize your blocks fully and they expire, they  cannot be able to rolled over to the next block or credited.
  • It is fully transparent. You will be able to check the transaction in the third-party platform and cross-check it with the data in Trengo.
  • Trengo is not liable for fluctuations or changes made in the third-party platform
  • In case the current transaction is higher than your total commitment in the plan (over usage), Trengo will automatically top up €25, increase your future commitment and include the carrier cost.

For Twilio, check out the rates here and for META you can check the rates here.