*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.

(BETA) Integrating Act! with Trengo

With Trengo's Integration Hub, connecting your Act! account to your Trengo Inbox is a breeze. Please ensure you are an Admin in both Trengo and Act! before proceeding.

1. Navigate to Trengo Settings, then select 'Settings', followed by 'Integrations'.

2. Select 'CRM', then click the 'Act!' card to open the description interface.

3. Click 'Install Integration' in the top right corner to open the installation modal.

4. Enter your information in the required fields:

Instance URL: if you are on a Basic plan, use 'https://apius.act.com' (without the '/act.web.api'). If you are an Act! Premium Cloud users, please refer to the support section in your Act Account to find the Instance URL.
Enter your 'DataBase name'.
Enter the credentials (login and password) for the Admin user
Domain URL field - enter the URL that is specific to your organisation in Act. This is usually a so-called 'Admin URL' or 'Domain URL'.

5. Click 'Install Integration'.

6. Congratulations! You can begin using Act! and Trengo together in your Inbox!

ℹ️ Please note that there are two tabs available in the Act integration in the right side bar: Contacts (detailed contact information from your CRM) and Opportunities (detailed information about potential deals with the contact).

(BETA) Integrating ActiveCampaign with Trengo

With Trengo's Integration Hub, connecting your ActiveCampaign account to your Trengo Inbox is a breeze. Please ensure you are an Admin in both Trengo and ActiveCampaign before proceeding.

1. Navigate to Trengo Settings, then select 'Settings', followed by 'Integrations'.

2. Select 'CRM', then click the 'ActiveCampaign' card to open the description interface.

3. Click 'Install Integration' in the top right corner to open the installation modal.

4. Enter your Base URL to establish connection to ActiveCampaign. You can find the Base URL in the 'My Settings' page in your ActiveCampaign account - under the 'Developer' tab. The base URL will be in the format of 'https://youraccount.api-us1.com'.

5. Enter your API Key, which you can copy from the 'My Settings' page in your ActiveCampaign account under the 'Developer' tab.

6. Enter the Domain URL that is specific to your organisation in ActiveCampaign. This is usually a so-called 'Admin URL' or 'Domain URL'.

7. Click 'Install Integration'.

8. Congratulations! You can begin using ActiveCampaign and Trengo together in your Inbox!

ℹ️ Please note that there are two tabs available in the ActiveCampaign integration in the right side bar: Contacts (detailed contact information from your CRM) and Opportunities (detailed information about potential deals with the contact).

(BETA) Integrating BigCommerce with Trengo

Please be aware that this integration is available for customers on the Pro plan.

With Trengo's Integration Hub, connecting your BigCommerce account to your Trengo Inbox is a breeze. Please ensure you are an Admin in both Trengo and BigCommerce before proceeding.

1. Navigate to Trengo Settings, then select 'Settings', followed by 'Integrations'.

2. Select 'E-commerce', then click the 'BigCommerce' card to open the description interface.

3. Click 'Install Integration' in the top right corner to open the installation modal.

4. Enter your API Access token - please make sure you’ve created a Store API Account in your BigCommerce environment.

5. Store hash - This link (URL) is specific to your store in BigCommerce. Please make sure to follow the required format of the hash: simply add the middle part of the URL in the field. Usually, this is the name of your specific store.

6. Enter the Domain URL that is specific to your organisation in BigCommerce. This is usually a so-called 'Admin URL' or 'Domain URL'. You can use the same link as Store Hash here.

7. Click 'Install Integration'.

8. Congratulations! You can begin using BigCommerce and Trengo together in your Inbox!

(BETA) Integrating Copper with Trengo

With Trengo's Integration Hub, connecting your Copper account to your Trengo Inbox is a breeze. Please ensure you are an Admin in both Trengo and Copper before proceeding.

1. Navigate to Trengo Settings, then select 'Settings', followed by 'Integrations'.

2. Select 'CRM', then click the 'Copper' card to open the description interface.

3. Click 'Install Integration' in the top right corner to open the installation modal.

4. Enter the email (login) of an Admin user. Please make sure that this is the login of a user mentioned as 'API Key Owner' in the 'Settings' -> 'Integrations' in your Copper account.

5. Enter your API key - you can copy the key from 'Settings' -> 'Integrations' in your Copper account.

6. Enter the Domain URL that is specific to your organisation in Copper. This is usually a so-called 'Admin URL' or 'Domain URL'.

7. Click 'Install Integration'.

8. Congratulations! You can begin using HubSpot and Trengo together in your Inbox!

ℹ️ Please note that there are two tabs available in the Copper integration in the right side bar: Contacts (detailed contact information from your CRM) and Opportunities (detailed information about potential deals with the contact).

Setting up workload balancing

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Benefits of workload balancing

✅ More efficient processing of conversations
As conversations will be assigned to users automatically, they don’t have to go to the “New” folder and find conversations for themselves. This way customers can be helped quickly and more efficiently.

✅ No more cherry-picking
As conversations are distributed automatically, it ensures that every customer gets helped and everybody has their fair share of challenging questions.

✅ Not more than one’s appetite
Workload balancing offers the ability to set individual conversation limits. Workload balancing will not assign more conversations than the set limit for each user. This assures someone is not assigned more conversations than they can handle, and customers won’t have to wait for their answer.

ℹ️ Be aware that with manual assignments or rules the limit can still be exceeded. More about this can be found in this Trengo Help Center article.

How to enable workload balancing

To enable workload balancing, follow the steps below.

1. Navigate to Settings > Organization > Teams and click on the team you want to enable workload balancing for;

2. Click on ‘Setup’ within ‘Workload balancing’;

3. Choose if you want workload balancing to work on all conversations or only on new conversations;

ℹ️ When including all conversations in workload balancing, Trengo will take a short amount of time to distribute all conversations that are currently in ‘New’ for this team. If the workload balancing limit has been reached for all users, other conversations will be placed in a queue.

4. Set a limit for the users within the team;

ℹ️ The limit can be any number between 0 and 99. To exclude a member from workload balancing you can set their limit to 0.

5. Click ‘Activate’ to activate workload balancing.

Adjust workload balancing limits

It is always possible to adjust the limits of your agents after workload balancing has been enabled.

To do so, navigate to the team's page (Settings > Teams > Choose the team) and adjust the limits of the employees. When done, make sure to save your changes by clicking ‘Save changes’. In case you disable workload balancing for the whole team, the individual limits that were set will be removed.

Remember you can set a limit between 0 and 99, and by setting a limit of 0, an agent will be excluded from workload balancing.

Workload balancing and pricing

Workload balancing is available in the Enterprise plan of Trengo.

Connect with any email provider

Turning on the two-step verification

Generating an app password

Setting up workload balancing

Benefits of workload balancing

How to enable workload balancing

Adjust workload balancing limits

Workload balancing and pricing

Still having trouble?