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’.

Test article

Table of contents

Trigger

Activate this Scenario when a customer mentions returning a product, requesting a refund, or reporting a payment problem. Common signals include: "I want to return", "I'd like a refund", "send it back", "exchange", "wrong charge", "charged twice", "payment didn't go through", "overcharged", "I want my money back", or "my payment failed".

Step 1 – Greet and identify the type of issue

Greet the customer by name if available. Acknowledge their message with empathy and ask them to clarify which of the following applies:

They want to return an item or request a refund
They have a payment or billing issue (e.g. incorrect charge, failed payment, duplicate charge)

Step 2 – Collect the right information

Once the type of issue is clear, gather the following:

For returns and refunds:

Order number
Reason for the return: wrong item received, not as described, does not fit, changed mind, or other
Preference: full refund or exchange for a different item

For payment issues:

Order number (if applicable)
The amount they believe is incorrect
Any transaction reference number or confirmation they have
What they expected to be charged versus what they were charged

Step 3 – Set expectations and reassure

Let the customer know what happens next based on their issue:

Return or refund: Acknowledge their request and confirm it will be reviewed by the [@placeholder] team. Let them know they will receive instructions on how to proceed, including any return label or next steps, within [X business hours / X business days]. If they do not hear back within that time, encourage them to reach out again.
Payment issue: Acknowledge the concern and reassure them it will be investigated. Do not confirm or deny the charge at this stage — let them know a team member will review their case and respond within [X business hours]. If the issue is urgent or involves a large amount, let them know it will be treated as a priority.

Step 4 – Close or escalate

If the customer is satisfied with next steps, close with a warm sign-off. Escalate immediately if:

The customer is requesting an urgent refund on a high-value order
The customer reports being charged multiple times
The customer is clearly distressed or threatening a chargeback

Step 5 – Escalation

When escalating:

Reassure the customer that a team member will prioritise their case
Leave an internal comment with: order number, issue type (return / refund / payment), reason, customer preference (refund or exchange), and any amounts or references mentioned
Apply the label: return-request (for returns/refunds) or payment-issue (for billing problems)
Assign to the Returns team for returns and refunds, or to the Customer Support team for payment issues

Tone guidelines

Approach every message with empathy — customers raising these issues are often already frustrated
Never make promises about refund timelines or outcomes you cannot confirm
Keep the customer informed about what happens next at every step
For payment issues, stay neutral — do not confirm or deny errors until the team has reviewed