*NOTE: This is a BETA feature. Please, make sure to refer your questions to Trengo Support team.

Connect with any email provider

You can connect a vast range of email providers* in Trengo, including your own email server via IMAP. This allows you to combine multiple communication channels in one inbox and empower them with the help of automations and AI.

Time to connect: < 5 minutes

1. Navigate to Settings > Channels > Email and click the + (plus) icon at the top of the page or “Connect Email” button.

2. Click the “Connect email client (Beta)” button.

3. You will be directed to select your email provider. If you are using any other provider than Gmail or Microsoft - click “View all providers”.

4. Click 'Continue' to confirm the connection.

5. Confirm permissions needed for Trengo to make the connection by clicking 'Allow'.

6. After clicking “Allow” you will get to the final step of channel creation in Trengo. Finishing setting up the channel by giving it a name, assigning it to a team or single user.

7. When you’re finished, click on the 'Create channel' button at the bottom of the page.

That’s it! If you see the above pop up that means your email address is now connected and you can use it on the inbox! You can change its settings any time by navigating to Settings > Channels > Email and selecting it from the list of created Email channels.

Note. If you're using Microsoft 365 with two-factor (2FA) or multi-factor authentication (MFA) enabled, please use your app password instead of your regular account password. Microsoft requires this for enhanced account security.

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(BETA) Connecting a personal Outlook account

Due to Microsoft’s restriction on access of third-party applications to Outlook accounts, personal or basic Outlook accounts might not work with a simple login in Trengo.

In order to solve this, this article will instruct you how to enable Two-Step verification (2FA) for your Outlook account and generate an app password that you will use to connect and create your channel.

Turning on the two-step verification

1.Go to the Advanced security options of your Microsoft account.

2. On the top of the page, under Two-step verification, click on “Manage”.

3. Click 'Next' when you see this screen.

4. After activating the two-step verification, it’s important to save the code provided by Microsoft somewhere safe and easy to access in case you lose access to the devices related to this verification. If you lose this code, you might not be able to recover your account in the future.

Generating an app password

Now that you have enabled 2FA, you need to generate the app password that you will use to connect and create your channel in Trengo instead of your regular Outlook email password.

1. Go back to the Advanced security options of your Microsoft account.

2. Scroll down the page and click on “Create a new app password”.

3. Advance through the steps on the Microsoft flow. Make sure to read some of the possible implications of generating an app password such as disconnection from older devices or third-party apps.

4. Confirm your password if prompted by Microsoft.

5. Save the app password generated by Microsoft somewhere safe and accessible.

6. Click on “Done”.

That’s it! Now you can create a new channel using your personal Outlook account by using your personal email address, and your generated app password following this guide.

AI HelpMate Dashboard explained

The HelpMate Dashboard is your window into HelpMate activity as you deploy them to assist in handling customer conversations. Currently, you can see up to 30 days of data in the Dashboard for all HelpMates or specific HelpMates.

Please note that only HelpMates published in AutoPilot mode will be tracked in the HelpMate dashboard.

HelpMate tickets

This element shows the total number of conversations containing a message from your HelpMates. This is inclusive of conversations that are escalated to human agents.

Assistance rate

This element shows the percentage of conversations that HelpMates have started handling and then passed along to a human agent. The percentage is taken from the total number of HelpMate conversations.

You can see the average number of messages a HelpMate exchanges before escalating the conversation, as well as how long on average the customer spent in conversation with the HelpMate before it reached a point of needing human intervention.

Resolution rate

This element shows the percentage of conversations that HelpMates have started and then closed on their own without passing them to a human agent. The percentage is taken from the total number of HelpMate conversations.

You can see the average number of messages a HelpMate exchanges before ultimately closing the conversation, as well as how long on average it took to reach a resolution.

Open ticket rate

This element shows the percentage of conversations that HelpMates are handling but have not closed yet due to lack of customer response

AI HelpMate: your onboarding checklist

AI HelpMate handles 50%+ of your customer conversations, so you always keep support and sales moving! To get the most out of your AI HelpMate and start saving your team valuable time, check off each of these steps and build the AI digital teammate that suits your customers best.

Activate HelpMate. Make sure to accept the terms and conditions to get started.
Build your knowledge base. Collect documents on the subject you want HelpMate to know and communicate about with your customers. These can be files from your device or a connection to a help centre you've already built on Trengo.
Configure your settings. Supply your HelpMate with the tone of voice, service role, and business details that represent your company. This information will inform how your HelpMate generates responses to customer queries.
Test your HelpMate. Visit the Playground, ask your HelpMate the questions your customers often ask you, and fine-tune its settings to ensure high quality responses.
Connect and go live. Assign your HelpMate to a messaging or email channel, and watch it handle incoming conversations. Any conversations that it hands over to your human team will appear in your inbox like normal!

AI Journeys Calculator

With Trengo AI Journeys, you can now create even better conversations and routing for your customers. Its no-code, no-certification setup allows you to start building your own AI Journeys right away. If you need an estimate of how much average time saved when you use AI Journeys, take a look below:

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AI Routing - On average 40 seconds saved per trigger

‍AI Routing identifies and routes the conversation to the right path.
Without AI routing, an agent needs to review each conversation, quickly assess the message, and determine whether they can respond based on their expertise or if it should be assigned to another agent or team. This process applies to reopened conversations, ongoing conversations with a history, and entirely new incoming conversations.
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AI Message - On average 20 seconds saved per message

AI converts your prompts into natural-sounding messages in the most relevant language for the conversation.

Without AI message, an agent needs to draft a response to each incoming message. In some cases. They may also need to translate the message into other languages before crafting and sending an accurate response back.

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Per AI HelpMate Message - On average 60 seconds saved per message

AI HelpMate helps you to answer questions from customers on autopilot based on added knowledge.

Without AI HelpMate message, an agent needs to identify the question, search relevant documents for the correct information, check potentially the history, and sometimes consult with colleagues to gather additional knowledge. They may also need to translate the message into other languages before crafting and sending an accurate response back.

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Per AI Input Collection - On average 15 seconds saved per question

AI input collection gathers information from users through a natural conversation.

Without AI input collection, an agent needs to discover which missing information should be retrieved and should be asked for, or to collect more information to identify the lead. They may also need to translate the message into other languages before crafting and sending an accurate response back.

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Condition - On average 15 seconds

Conditions are criteria's that needs to match in order to direct the chatter towards the right path in the journey.

Without conditions, an agent needs to check if the conditions from the chat are true or not.

Label - On average 10 seconds

Labels help you to categorise and filter conversations.

Without labels, an agent needs to click on the labels, identify and select the label that applies to the conversion between a bigger list of multiple labels.

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Assign to team - On average 10 seconds

It assigns the conversation to the right team.

Without this, an agent needs to click on teams, identify and select the team that needs to take care of the right team.

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Assign Round Robin - On average 15 seconds

Round Robin evenly distributes incoming conversations, to ensure a balanced workload across all team members.

Without Round Robin, an agent needs to monitor every team member's capacity. Checking if they are online/offline at all times and decide to who will be the new owner of handling the incoming conversation.

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Close ticket - On average 5 seconds

It closes the ticket.

Without having this automated, an agent needs to check if the conversation has been wrapped up and can be closed.

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Jump to step - On average 5 seconds

This action allows you to jump to a specific step in the journey.

Without it, an agent needs to understand that the incoming question should be forwarded to the right team or agent based of the question or new information which arrived in the conversation.

HTTP Action - On average 2 minutes

Use HTTP actions to send data to external services or APIs. The response from the HTTP action can be used in the next steps of the journey.

Without it, an agent needs check the collected data in an external system. Often it is already logged in, uses the search of the right order/booking information and check's the details of the order/booking and based on the gathered information, writes a message back to the customer based of the status.

AI CSAT - On average 20 seconds

CSAT allows you to ask how the customer has perceived the help during the conversation.

Without AI CSAT, an agent needs to paste in a pre-defined message into the editor and submits it. After the response got back in, they need to manually store it in a sheet or list to analyse it and keep the overview.

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Contact to group - On average 10 seconds

Add or remove contacts from designated groups based on specific goals, keeping lists targeted and up-to-date.
Agents need to assess each contact's eligibility before manually adding or removing them from groups.

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WhatsApp template - On average 40 seconds

Send targeted WhatsApp messages using predefined templates tailored to customer details, ensuring timely and personalised communication.

Agents must search for the appropriate template, add specific customer information, and send it back to the customer. For system-triggered actions (e.g., booking or order confirmations), agents manually locate and personalise the correct template for each interaction.

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Wait - no real-time saving

Introduce a controlled delay within the Journey, pausing for a specified time before proceeding to the next step.

Agents naturally experience pauses as they manage multiple customer interactions simultaneously, resulting in “waiting” between tasks.

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AI Journeys explained

Journeys is Trengo's no-code customer journey builder that creates full-funnel conversation flows in 70+ languages in minutes, so your team can stop wasting time on admin work and start providing personalised, instant support.

Here are some benefits on using Journeys:

Personalisation. Its built multilingual in over 70 languages, it will be able to offer personalisation across languages without needing additional agents.
A proactive approach. With the assistance of AI, the conversation sounds more natural, the tone of voice and style of the conversation can be chosen during the set up.
Smart routing. Unlike other bots, Journeys is able to do smart routing combination in minutes. Some of the capabilities are: assign to a specific team, route to a human agent when there's no available answer, automatically end the conversation and many more.
Instant support on various channel. This feature will allow you to have 24/7 support for the customers. Long gone are the days when customers have to wait until the next opening hours to get an answer. On top of that, workflows can be embedded in various channel, such as: email, messaging (social media) and website widget.
Round robin feature. You can also assign the ticket using the round robin feature to ensure that the team has to balance the team's workload.

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Easy set up

Here are the steps to start using Journeys once you have them available in your account:

1. Check out the Trengo left side bar and click the Journeys icon

2. You will see this screen as the homepage of the Journeys and you may use some of the sample to start the templates but you can also create from scratch. Click 'Create new AI journey'

3. Choose the trigger. Note: once it's chosen and a journey is created, you cannot change the trigger anymore.

4. Once a trigger is chosen, then you can start creating a journey in the canvas

5. Once you choose 'Select channels', you can now start building the journey

6. Start adding the action as you go along, you can choose the actions provided in the menu:

7. Each and every action has a different function. The action is self-explanatory, for example, 'Send AI message', it will mean that we will send a greeting that's AI-powered. Let's use that as an example:

Once you choose the action, it will trigger a dialogue box on the right side of the journeys where you can fill your criterial for this particular AI message. We also have some examples for your inspiration. Once you're good to go with the instruction, don't forget to click 'save.

8. Click the + button to add more action in your journey. In this example, we'll use 'AI input collection' and you fill the right side column as well.

Once you click 'Save', you need to think of the next action. What should happen after the user input the post code? Do you have a specific team to assign or would you ask more question? In this example, after asking the postcode we'll assign it to the team who handles logistics. So, let's add one more action.

9. Click 'Assign to team'. Choose the assigned team on the dialogue box and to end the journey, click Save. You will see the 'End' at the bottom as per the picture below

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Testing the journey

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You can test the journey by clicking the 'Play' button on the top right

Once you clicked them, you will see a dialog box appear on the right side of your screen. In this box, you will be able to test out your own journey before publishing it. It's placed on the side of the journeys so you can easily adjust the action as needed.

Once you're good to go with the playground, you can click 'Publish changes'

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There you have it! Your first journey has been created.

If you need a video guidance, you can watch our CPO, Patrick, explained Journeys in details here.

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User roles

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Administrator

The administrator role will be automatically assigned to the user that creates the Trengo account. This role gives you the most permissions and responsibility of all roles. You can assign more administrators if needed, or assign the role to someone else than yourself.

Standard permissions:
- Full access to inbox (Create, edit and assign conversations)
- Full access to contacts & profiles (Create, edit, and delete contacts and profiles)
- Full access to company settings (Create, edit and delete automation, channels, and permissions settings)
- Full access to subscription (Start and update a subscription)
- Full access to reporting and help center

Supervisor

As a Supervisor, you get all the tools to manage your team(s) and arrange your Trengo account to create the best working environment for your company.

Standard permissions:
- Full access to inbox (Create, edit and assign conversations)
- Full access to contacts & profiles (Create, edit, and delete contacts and profiles)
- Partial access to company settings (Create, edit and delete business hours and locations)
- Full access to reporting and help center

Configurable permissions:
- Add, edit and delete apps & integrations
- Add, edit and delete users & teams
- Add, edit and delete channels

Advanced agent

Being an Advance agent, you can communicate with your customers, but also if necessary make quick changes to your channels, to keep your customer communication flow optimal.

Standard permissions:
- Full access to inbox (Create, edit and assign conversations)
- Partial access to contacts & profiles (Create, view, and edit contacts and profiles)

Configurable permissions:
- Delete conversations
- Delete contacts
- Add, edit and delete quick replies
- Add, edit and delete labels
- Add, edit and delete views
- Add, edit and delete rules & auto replies
- Add, edit and delete contact groups
- Add, edit and delete help center
- Send broadcasts

Basic agent

As a Basic agent, you’re the motor of your company. You are able to handle the customer communication of the teams you are a part of.

Standard permissions:
- Partial access to inbox (Create and answer conversations)
- Partial access to contacts & profiles (Create, view, and edit contacts and profiles)

Configurable permissions:
- Start conversations
- Re-assign conversations
- Download conversations
- Delete conversations
- Delete contacts
- Send broadcasts

Observer (Add-on)

A user with the Observer role has the ability to keep track of everything that happens in your Trengo account, but can not interact with your customers or setup.

Standard permissions:
- Partial access to inbox (View and comment on assigned conversations)
- Partial access to contacts & profiles (Create, view, and edit contacts and profiles)

ℹ️ You are always able to upgrade a user from the Observer role to any other role, but this process can not be reversed, as you upgrade from an add-on user to an actual user.

ℹ️ Keep in mind you can always add or remove permissions to user roles in Trengo when you have a Pro level account.