A Trengo HelpMate is a digital teammate who can take over customer conversations or suggest answers for your agents. You provide the HelpMate with knowledge resources and assign it behaviours that fall in line with your brand’s tone of voice.

You can locate the AI menu in the black left sidebar. To activate the AI module, follow these steps:

Click the AI icon in the black left sidebar. It looks like a little wand.
Before activation, kindly review and accept the Terms & Conditions. Note that these T&C are in addition to Trengo’s standard Terms & Conditions.
Once accepted, you are ready to start using AI HelpMate!

Adding Facebook to your Trengo inbox

Adding Facebook to your Trengo inbox will allow you to manage all incoming Facebook conversations, mentions, and comments directly in Trengo.

ℹ️ Do note you need to be an admin of that Facebook page you’d like to add.

Add Facebook to Trengo

Follow the steps below to connect your Facebook page to your Trengo inbox.

1. Navigate to Settings > Channels > Facebook and click ‘Connect Facebook;

2. You will be redirected to the Facebook login page. Log in with the Facebook account you have administrator rights to the Facebook page;

3. Select the Facebook page you like to connect to Trengo, and click ‘Next’;

4. Enable all permissions and click ‘Done’;

5. Click ‘OK’;

6. Configure and create your Facebook channel;

1. Internal name: The name of your Facebook channel.

2. Teams: Choose the teams that have access to the channel.

ℹ️ If you want different teams to handle the different types of messages, you can create two separate Facebook channels: one for Private Messages and one for Facebook comments.

3. Connected account: Here you can find the user who connected the Facebook page.

4. Facebook page: Select the Facebook page you connected.

5. Create channel: Click this button when you’re done configuring the channel.

Now you’ve created your channel, you can go ahead and configure the Facebook channel further.

8. Configure your Facebook channel and scroll down to enable or disable different features;

1. Facebook page: The Facebook page connected to this channel.

2. Connection: In case you change your Facebook password, you can reconnect your Facebook page here. This is also recommendable, in case you experience issues with your Facebook channel.

3. Private messages: Enable or disable the option to receive Facebook’s private messages in Trengo.

4. Feed messages: Enable or disable the option to receive comments on your Facebook posts in Trengo.

Do not forget to click ‘Update channel’, and you’ve now connected your Facebook page! It is also possible to connect your Instagram Business account to your Trengo inbox.

Adding Facebook to your web widget

By adding Facebook to your web widget, you're allowing your site visitors to easily reach you through Facebook Messenger via your website. In this article, we’ll show you how to do this.

Add Facebook to your web widget

You can add your Facebook channel to your web widget by following the steps below.

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

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

3. Set up your Facebook channel;

1. Enabled: Enable your Facebook channel for the web widget here.

2. Channel: Select the Facebook channel you want to connect to your web widget.

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

Adding Google Analytics to a help centre

ℹ️ Please ensure that you have updated to Google Analytics 4 before proceeding.

After creating your own help centre via Trengo and adding content to it, you’re able to integrate your Google Analytics with it. With Google Analytics integrated, you can view how much time your customers spend on each article, which terms they are using when searching, and how many articles they are reading per session.

Integrate Google Analytics

Follow the instructions below to integrate Google Analytics with your Trengo help centre.

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

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

3. Add your Google Analytics tracking ID.

ℹ️ It might take up to a few hours until Google Analytics starts tracking your data.

ℹ️ You can not retrieve data from any period before you added your tracking ID.

ℹ️ If you have Google Analytics and the Trengo Widget installed through Google Tag Manager the events do not get pushed to analytics. Whereas, if you have the Trengo Widget installed through Google Tag Manager, and have Google Analytics just manually installed (so not through GTM) the events do get pushed.

Don’t forget to click ‘Save changes’.

Adding Instagram to your Trengo inbox

Adding Instagram to your Trengo inbox will allow you to manage all your Instagram Direct Messages, Comments and Mentions directly in Trengo.

ℹ️ Do note you need to have an Instagram Business account, that is linked to your Facebook page. You also need to be an admin of that Facebook page.

Add Instagram to Trengo

Follow the steps below to connect your Instagram page to your Trengo inbox.

1. Navigate to Settings > Channels > Instagram and click ‘Connect Instagram’;

2. You will be redirected to the Facebook login page. Log in with a Facebook account that is linked to the Instagram Business account and has administrator rights;

3. Select the Instagram Business account you’d like to connect and click ‘Next’;

4. Select the Facebook page that is connected to the Instagram business account and click ‘Next’;

5. Enable all permissions and click ‘Done’;

6. Click ‘OK’;

7. Configure and create the Instagram channel;

1. Internal name: The name of your Instagram channel.

2. Teams: Choose the teams that have access to the channel.

ℹ️ If you want different teams to handle the different types of messages, you can create two separate Instagram channels: one for Direct Messages and one for Instagram's comments and mentions.

3. Connected account: Here you can find the user who connected the Instagram account.

4. Instagram Business Profile: Select the Instagram account you connected.

5. Create channel: Click this button when you’re done configuring the channel.

Now you’ve created your channel, you can go ahead and configure the Instagram channel further.

8. Configure your Instagram channel and scroll down to enable or disable different features;

1. Instagram Business Profile: The Instagram account connected to this channel.

2. Connection: In case the administrator of the account changed their password, you can reconnect your Facebook page here. This is also recommendable in case you experience issues with your Instagram channel.

3. Direct Messages: In case you’d like to receive Instagram’s Direct Messages and Story Replies in Trengo, you need to enable ‘Allow access to messages’ in Instagram.

4. Comments: Enable or disable the option to receive comments on your Instagram posts in Trengo.

5. Mentions: Enable or disable the option to receive Mentions in Trengo.

Do not forget to click ‘Update channel’, and you’ve now connected your Instagram account! It is also possible to connect your Facebook page to your Trengo inbox.

Adding SMS to your Trengo inbox

With Trengo, it’s possible to add an SMS channel via your Twilio account, and send SMS messages or SMS broadcasts to your customer. In this article, we’ll show you how to add this channel.

ℹ️ If you do not have a Twilio account, feel free to create one.

Add SMS to your Trengo inbox

Follow the steps below to connect your Twilio account via an SMS channel to your Trengo inbox.

1. Navigate to Settings > Channels > SMS and click the ‘plus’ icon;

2. Choose an internal name for your channel and add the team(s) responsible for this channel;

3. Click ‘Add new account’;

4. A pop-up window will appear, asking for your Twilio Account SID and Twilio Auth Token;

ℹ️ You can find your Twilio Account Sid and Twilio Auth Token by navigating to your Twilio Console and logging in with your credentials. The information can be found under ‘Account info’.

5. Copy and paste your Twilio Account SID and Twilio Auth token in the Trengo window and click ‘Add account’;

6. Select if this SMS channel is ‘One-way’ or ‘Two-way’;

🔘 One-way (send only): This is a non-reply SMS. The receiver won't be able to respond to your SMS. The one-way SMS method is mainly used for important updates or news. Be aware that due to national or local legislation, the use of a one-way SMS channel may not be allowed in your country.

🔘 Two-way (send and receive): Send and receive SMS messages.

7.1. In case you chose ‘One-way’, add your sender name;

7.2. In case you chose ‘Two-way’, select the phone number you’d like to use;

8. Make sure ‘Agent conference’ is enabled for your Twilio account;

7. Click ‘Create channel’.

You’ve now successfully set up your SMS channel in Trengo, and connected your Twilio account and phone number to it.

The flowbot explained

Table of contents

Flowbot channels

You can add Trengo’s flowbot to the channels below.

🔘 WhatsApp 🔘 SMS

🔘 Facebook Messenger 🔘 Telegram

🔘 Website chat

Flowbot anatomy

A flowbot always has a starting and an ending point. Between the start and end of your flowbot, you’ll add steps. Every step in your flowbot contains a form of content and has to end in either ‘buttons’ or ‘actions’.

Flowbot content

You can add different types of content to the steps of your flowbot. You can read a more elaborate explanation of these types of content in this Trengo Help Center article.

Flowbot buttons

You can have your customers choose their own path through your flowbot, with the use of flowbot buttons. These flowbot buttons always lead to another step, with which your customers can navigate to their desired endpoint.

Buttons always consist of the ‘Button text’ and the ‘Selected step’.

1. Button text: The text that is displayed for your customers.

2. Select step: The step your customer is taken to when they click the button.

Below you’ll find an example of how these buttons look for your customers.

Flowbot actions

When your customer reached an endpoint in your flowbot, you can select the action your flowbot has to take.

There are two types of flowbot actions.

Regular actions

🔘 Attach label: This action lets you attach one or more labels to the current ticket.

🔘 Add to contact group: Add the customer to one of your contact groups.

🔘 Forward to email: Forward the ticket to your email address.

Ending actions

🔘 Mark as new ticket: The current ticket gets marked as ‘New’ in your inbox.

🔘 Add to contact group: Add the customer to one of your contact groups.

🔘 Close ticket: Close the ticket automatically.

🔘 Go to step: Take the customer to another step in your flowbot.

Now you're up to speed with the flowbot's anatomy, you are ready to add your own flowbot to Trengo!

Add Facebook to Trengo

Add Facebook to your web widget

Integrate Google Analytics

Add Instagram to Trengo

Add SMS to your Trengo inbox

The flowbot explained

Flowbot channels

Flowbot anatomy

Flowbot content

Flowbot buttons

Flowbot actions

Still having trouble?