By sending out customer satisfaction (CSAT) surveys, you enable your customers to rate their experience with your service. In this article, we’ll show you how to set up a CSAT survey.

Adding a CSAT survey

Follow the steps below to add a customer satisfaction survey to your Trengo account.

1. Navigate to Settings > Automation > Customer Satisfaction;

2. Click ‘Add new survey’, give your survey an internal name, and further set it up.

Survey text

First, you’ll configure what the actual message looks like that customers receive, wherein you ask them to review their experience with your company.

Follow the steps below to set up your survey text.

1. Your company / Brand name: Add the name of your company, which will be displayed on top of your survey, and in the signature.

2. Survey title: Give your survey a title.

3. Question: Add the question that you’d like to ask your customer, which will be displayed in bold text above the emojis.

4. Button text: The text in the button your customers click to be redirected to the actual survey.

Follow up question

When your customer clicked the button in your first message, they’ll be redirected to the follow-up, where they can leave their actual review.

Add the follow-up question and move on to the next step.

Thank you message

After giving their review, customers are redirected to your ‘thank you’ message, to which you can also add a button with an URL attached to it.

Set up your ‘thank you’ message as stated below.

1. Thank you message: Add the text your customer will see after filling out their survey.

2. Enable button below text field: Enable this feature to add a button to the page.

3. Button text: Add the text displayed on the button.

4. Button URL: Add the URL your customers will be redirected to when clicking the button.

When you’ve set up all of the above, it’s time to set up a rule, that will trigger the CSAT to be sent out when the customer conversation has met your conditions. Please continue to the next page to learn how to set up this rule.

Adding a flowbot to Trengo

Let’s automate your customer communication flow, by adding a flowbot to your Trengo inbox. In case you’re not familiar with the use of flowbots, feel free to read more about the anatomy of a flowbot in Trengo.

Add a flowbot

If you like to add a flowbot to Trengo, feel free to follow the steps below.

1. Navigate to Settings > Automation > Flowbots and click the ‘plus’ icon or ‘Add flowbot’;

2. Design your flowbot;

1. Steps overview: Here you’ll find an overview of all the steps you added.

2. Add step: Click this button to add a step to your flowbot.

3. Step #: The name of the selected step.

4. Copy step: With this button, you can duplicate the step.

5. Delete step: Delete your selected step.

1. Add content: Here you can add content to your step.

2. Buttons to steps: Add buttons to the selected step.

3. Actions: Click here to add actions to your flowbot step.

4. Step overview: Here you’ll find an overview of the buttons or actions you’ve added to the step.

When you’re done designing your flowbot, including content, buttons, and actions, it’s time to configure your flowbot.

Adding a greeting to your widget

After adding a web widget to your Trengo inbox, adding channels to it, and adding the web widget to your website, you’re able to set up a ‘greeting’ for it. In this article, we’ll show you how to do this.

Add a greeting to your widget

Follow the steps below to set up a greeting for your web widget.

1. Navigate to Settings > Automation > Widget automation;

2. Select ‘Add automation’ and click ‘Greet the website visitor’;

3. Set up your greeting;

1. From: Choose who will greet your customers. You can choose ‘Team’, ‘User’, ‘Random user from team’, or set up a custom greeting.

2. Select team/user: Select your team or user, or set up your custom greeting.

3. Compose greeting: Add the text your customer will see when the greeting shows.

After setting up your greeting, continue by clicking ‘Ready? Choose audience’.

Choose the target audience for your web widget greeting. You can choose to show the greeting to all customers, or choose a specific audience using different conditions.

After choosing your target audience, click ‘Ready? Set page targeting’ to continue setting up your page targeting.

1. Delivery method: Choose if you’d like the greeting to show up immediately, or after a specific amount of time.

2. Page selection: Select which pages you’d like to show the widget greeting on.

After choosing your page targeting, click ‘Ready? Go to next step’ to publish your widget automation.

1. Start date: Choose when you’d like the greeting to start showing on your website.

2. End date: Select if there is an end date to your widget greeting.

3. Select widget: Choose the web widget on which the greeting will be active.

4. Active: Toggle this button to activate your widget greeting.

Click ‘Save’ to publish your greeting.

Adding a help centre to search results

After creating your own help centre via Trengo and adding content to it, you’re able to have your articles show up in Google and Bing search results. In this article, we’ll show you how to do this.

Enable search results

Follow the instructions below to have your articles show up as Google and Bing search results.

1. Navigate to Help Centre and select your help centre;

2. Select ‘Settings’ and scroll down to ‘Advanced settings’;

3. Set ‘Disable search indexing’ to ‘No’;

Don’t forget to click ‘Save changes’.

Adding a help centre to your Trengo account

With Trengo, you’re able to host your own help centre to help your customers find answers to their questions quickly, and with that take pressure off your customer support team so that they can focus more on incoming queries. In this article, we’ll show you how to add a help centre to your Trengo account.

Add a help centre to your Trengo account

Follow the instructions below to add a help centre.

1. Navigate to Help Centre and click the ‘plus’ icon or ‘Add Help Centre’;

2. Create your help centre;

1. Company name: Add your company’s name.

2. Languages: Choose the language(s) you’d like your help centre in. Do note that articles will not be translated automatically.

3. Default language: In case you added multiple languages, choose the default language of your help centre.

Click ‘Create help centre’ to add the help centre to your account.

Adding a help centre to your web widget

By adding your help centre to your web widget, you're allowing your site visitors to quickly find the answers they are looking for, before reaching out to you. In this article, we’ll show you how to do this.

Add a help centre to your web widget

You can add your Trengo help centre to your web widget by following the steps below.

1. Navigate to Settings > Settings > Web widgets and select your web widget;

2. Click ‘Help centre’ from the list of possible channels you can add;

3. Set up your help centre;

1. Enabled: Enable your help centre for the web widget here.

2. Channel: Select the help centre you want to connect to your web widget.

ℹ️ In case you’re hosting your help centre on a custom domain, make sure to send us an email to get your SSL certificate. Help centres without one won't appear in your widget.

Don’t forget to update your widget, by clicking ‘Update widget’.

Supervised Mode

Table of contents

Try-out AI Agent in Supervised Mode

Supervised Mode lets your AI Agent handle a conversation: drafting replies and proposing actions, while a team member reviews and approves every message before it reaches the customer. Nothing is sent without approval. Use it to see how the AI Agent handles your real conversations before you move it to Autopilot.It runs as a 30-day review period and is set on the AI Agent, applying to every channel connected to that agent.

What Supervised Mode can do

In Supervised Mode the AI Agent does the same things it would on Autopilot, but each one waits for your approval:

Reply — prepares a reply; send as is, or edit it first. It goes out under your name.
Escalate to a human — proposes handing the ticket to a person or team. Approve to route it; the AI then stops working that ticket.
Escalate to a specific user or team — proposes handing the ticket to a person or team. Approve to route it; the AI then stops working that ticket.
Close — proposes closing the ticket.
Apply labels — proposes labels to apply.
Internal comments — added automatically (no approval needed; the customer never sees them).

How it works

When a message arrives, the AI Agent prepares a reply or action for review. If the ticket isn't assigned it appears in the New queue; if it's already assigned, the proposal shows inside the ticket. The reviewer approves, edits, or assigns it, and anything approved sends under their name.

A new message arrives on a channel connected to a supervised AI Agent.
The AI Agent processes the message and prepares a reply or an action.
If the ticket isn't assigned yet, it lands in the New queue for a team member to pick up.
If the ticket is already assigned, it stays where it is, and the AI's proposal appears inside the ticket for the assigned person.
The reviewer approves, edits, or assigns it. (If the ticket isn't assigned and you click Edit or Send, it's automatically assigned to you.)
Anything that goes out is sent under the human's name.

The 30-day review period

Supervised Mode is a temporary review period, not a permanent setting. It runs on a 30-day clock that gives you a defined window to build confidence in your AI Agent before moving it to Autopilot.

How the clock works:

The 30 days start the first time any agent in your account turns Supervised Mode on.
There's one clock per account — not per agent and not per channel. Adding another agent or channel doesn't restart it.
Turning Supervised Mode off doesn't pause or reset the clock.

When the 30 days are up, the AI stops drafting; no paywall, no upgrade, no surprise charge, and your configuration is saved. You'll see an Expired notice in the inbox and in settings, where you can switch to Autopilot or contact your CSM.

How to turn on Supervised Mode

You need an AI Agent already built and connected to a channel. (Not available for Voice agents or AI-Journey-embedded agents.)

Go to Trengo AI → AI Agent and select the AI Agent.
Open its mode setting [CONFIRM label/location] and choose Supervised (instead of Autopilot). Save.

Every connected channel now runs in Supervised Mode. Turning it on for the first time in your account starts the 30-day clock.

FAQ Supervised Mode

Who does the customer see as the sender? The customer only ever sees the human's name on replies and actions, never the AI.

Who owns the ticket? A human is always the ticket owner. The AI Agent is never assigned to the ticket.

What happens after the AI proposes an escalation or a close? It stops working on that ticket. If more messages arrive, it posts what it would have done, but doesn't ask for approval again.

How many proposals can a ticket have at once? One at a time, the latest one. A new customer message updates the existing proposal rather than adding another.

Can an agent run in more than one mode at once? No, an agent runs in one mode at a time, Autopilot or Supervised.

Is Supervised Mode available for every AI Agent? No, it's not available for Voice agents or for AI Agents embedded in an AI Journey.

Can I extend the 30-day period? Yes, contact your CSM.

Does it cost anything / use my AI conversations? AI Agent in Supervised Mode does not apply any AI surcharges.