Glossary of terms

Administrator

An employee or employer within the company who has access to the Settings within Trengo 👨‍💻. An administrator can, among other things, add new channels, adjust the settings per channel and add new users.

Agent or User

An employee within the company to whom conversations can be assigned in order to answer them 👨‍💻. 

API

Application Programming Interface. A collection of definitions on the basis of which a computer program can communicate with another program or component. An API defines the access to the functionality behind these functions. An advantage of this is with an API multiple implementations or connections can be established, as long as they comply with the API .

Authentication

Under Authentication in the settings of the Help Center, the (Help) Center can be protected with a password. This way the (Help) Center can become a sort of intranet for internal purposes.

Channel

Communication options, such as telephony, email, Website chat and social messaging are called a "channel". The sub "Channels" under Settings shows a complete overview of the channels that can be added to Trengo is shown. You decide per type of channel whether it's used or not.

Chatbot

A virtual employee 🤖 that can be used on various "messaging" channels of Trengo, Website chat and Facebook. The Chatbot recognizes a question from a customer by means of Machine Learning and can easily answer it.

Company Profile

Under Company Profile, contact details of the company can be processed, including contact information as well as financial information. 

Contact

A customer or potential customer who has contacted the company or with whom the company has sought contact via any channel.

Dashboard

The interface of Trengo, which appears in the screen as soon as there is logged in on web.trengo.eu or in the Trengo App!

DKIM & SPF

DKIM is a technique that interacts between the mail servers and the DNS. This technique can monitor the authenticity of an email. Together with SPF, DKIM ensures that emails are delivered in the inbox of a customer and do not disappear in their Spam.

DNS Records

Domain names use DNS, which stands for Domain Name System. DNS records can be set for a domain name. These are rules with which a domain name can be changed to, for example, a website or email server.

Domain management

Do you send emails in Trengo via your own domain? This can be done via the Domain Management function within the settings of an Email channel.

Extra Fields

Under the "Extra Fields" function at the Settings, additional information fields can be added to a contact person, such as a customer number or an extra email address.

Filters

Filters help to make Trengo even more clear. It's possible to show unanswered conversations only or conversations from a particular agent can be shown, for example.

Help Center

A channel within Trengo, in which a lot of clarity can be created about the product, as has been done in this Help Center. Good to know: give the Help Center a password and make an internal handout for employees. With the information from an internal Help Center they can quickly provide customers with a correct answer.

Label

Give conversations labels to easily categorize them.

(Manage) Translations

We have prepared a lot of information within Trengo. Is a part of text not fitting in with corporate style? Many of the channels as well as the Website Widget have the function "(Manage) Translations". This is where all texts that we have prepared can be adapted to fit within the company.

Profile

Do multiple contacts belong together, because they are part of the same company? Or does a contact communicate with the organisation through multiple channels? Connect these within one Profile. This creates an overview of how many times and through which channels communication with the same organization or person has already taken place.

Quick Reply

Do customers ask the same questions often? Or is there an email with information that is sent often? Create a Quick Reply so that the same email doesn't have to be typed over and over again. Convenient: Quick Replies can be used on (almost) all Trengo channels, including Website chat or social messaging.

Statistics

Use Statistics to gain information about the number of conversations that are processed per channel or per agent. Next to that, the speed of processing conversations is measured.

Status

An Agent can be logged in to Trengo, but has to set his/her status to Online, Away or Offline for Chat or Telephony. This status is linked to the Voice and Chat channels. When a User is Offline for Voice, the phone won't ring in his/her dashboard.

Team

Does the organization have multiple locations? Or do not all Trengo users need to have access to all incoming messages? Make use of Teams. As many users as imaginable can be added to a team. You can set which teams have access to which channel. This way nobody has access to information they shouldn't have access to.

Ticket or Conversation

An incoming or outgoing message is called a "Ticket" or a "Conversation" regardless of which communication channel is used. A conversation can contain multiple messages concerning a certain subject, but within email it's also possible to create a new ticket for each new message.

Ticket Results

By use of Ticket Results an employee has the possibility to give a conversation a certain status at the moment the conversation will be closed. This can be used to gain information upon customer satisfaction, for example. 

Timeline

Within Profiles and Contacts it's possible to gain information about the communication history by looking at the Timeline.

Trengo

Trengo is a multi-channel team inbox. A customer can select his preferred communication channel to reach out to the company, while the organisation can answer everything from the same place. This way nothing is ever missed.

Trengo App

In the App Store or the Google Play Store you can download the Trengo Application. This way Trengo is easy to use on a mobile phone 📱 or tablet.

Trengo Desktop version

Via web.trengo.eu the desktop version of Trengo is can be accessed. Easy to use on any device!

Widget

Show customers how they can communicate with the organization via the Widget. The widget is a kind of mini application that can be placed on the organization's website and via which customers can, for example, reach out to the organisation via chat or email.