Rules allow you to automate certain parts of your workflow. Read more about what rules consist of below, or directly start creating your own rule(s) in Trengo.

Here are some examples of what you can automate in Trengo, using rules:

πŸ”˜ Add labels to conversations.

πŸ”˜ Set an SLA target on conversations.

πŸ”˜ Assign conversations to users or teams.

πŸ”˜ Send a message to your customer.

πŸ”˜ Mark a conversation as spam.

And this is just a fraction of what you can automate with rules in Trengo.

Content of rules

There are two types of content you use to set up your automation: β€˜Conditions’ and β€˜Actions’. Below, we’ll tell you everything about those two.


You can see the β€˜conditions’ of a rule as β€˜triggers’. A message or act has to comply with the conditions you’ve set up, to let the automated action happen.

The conditions you are able to set up, can look like this:

πŸ”˜ Message body - contains - β€˜order’

πŸ”˜ Contact email - contains - β€˜’

πŸ”˜ Last message direction - equals - outbound

πŸ”˜ Is inside business hours - equals - yes

πŸ”˜ Elapsed time is - 5 - hours

You can add multiple conditions to a rule by selecting β€˜OR’, or by selecting 'AND'.

πŸ”˜ 'OR' means that incoming conversations only need to meet one of the set conditions for the action to be executed.

πŸ”˜ 'AND' means that all set conditions need to be met by an incoming conversation for the action to be executed.


When a message or act complies with the condition(s) you’ve set up, the action will take place.

Some of the actions you can set up in Trengo, can be found below.

πŸ”˜ Close ticket

πŸ”˜ Attach label

πŸ”˜ Assign to user

πŸ”˜ Send message

πŸ”˜ Send notifications to users

You can add multiple actions to a rule by selecting β€˜ADD’.

If you’re ready to create a rule in Trengo, please follow the link provided.