Conversations in Trengo

The moment you start your Trengo journey, you will notice that your subscription comes with an allocated number of conversations.

A conversation in Trengo is an outbound message that starts in Trengo, either as the first touch point with a customer or as a reply to a customer’s inbound conversation. A conversation is restricted to a 7-day window and once the window concludes, it will be counted as two conversations. 

Free conversation

Depending on your subscription, you will be allotted a number of free conversation. For example, Essentials subscribers will have 100 free conversations per month. Free conversations will be utilized first until the allocation is exhausted. 

If you are on monthly subscription and do not utilize the entire quota for the month, the remaining conversations will not be carried over to the next month and there will be no refund for the unused conversation. 

However, if you are on yearly subscription and do not utilize the full quota for a particular month, it can be carried over to the next month, as the cycle spans the entire year. 

NOTE: Please be aware that auto-reply will not be considered as part of the conversation count.

Get additional conversations in Trengo

Monthly customers will receive reminder emails at 75%, 90% and 100% usage levels, while yearly customers will receive a reminder emails at 50%, 75%, 90% and 100% usage levels. This allows you to obtain additional conversations in Trengo by:

1. Go to your Subscription page. (Setting -> Account -> Subscription setting) 

2. You will see a column where you can add the number of blocks below:


3. Insert the desired number of conversation blocks and go to the bottom of the page and click 'Proceed to payment'

4. Congratulations! You have added more conversation blocks to your account. 


If you have not purchased additional conversations, your message will still be sent. However, you will be subject to a 20% over-usage surcharge, as Trengo will add 10% additional conversation blocks, rounded up to the nearest block.

The 20% over-usage surcharge is waived if you are already on a yearly subscription.

Over-usage example: