Configure your email settings

After you have created your email channel, it is time to configure the rest of the settings.

We have divided these into four groups:

  1. Channel settings
    Here you have the more general settings, like which teams have access.
  2. Email Settings
    Create a signature and set up your auto replies here.
  3. Advanced Settings
    More elaborate features to improve your email channel.
  4. Outlook, Gmail, or Domain settings
    Reconnect your channel here, or decide which folders you wish to sync with Trengo, or verify your email domain.

In this article, we will show you all the possibilities of these four groups.

Good to know: whenever you make changes in any of these settings, this bar will appear. Make sure to save your changes to keep them, or reset to the previous version to abandon them.

Channel settings

Here you can find the channel's most general settings:

  1. Channel name
    Adjust the internal name that has been given to this channel here. The internal name will help to recognize the channel in the inbox.
  2. Color
    Give this channel color to further distinguish it in the inbox. This color will only highlight the channel's name in the Trengo inbox, it will not be visible outside of Trengo.
  3. Notifications
    Choose the sound you want to hear whenever a new email comes in. If you choose "None" here, there will still be a pop-up of an incoming email, but there will be no sound.
  4. Teams
    Add or remove teams that can have access to this channel.
  5. Delete
    If you wish to remove this channel from Trengo, you can delete it here. Be aware that deleting a channel will include deleting all conversations and contacts from this channel.

Email Settings

Make sure your email channels work the way you prefer. In this section you can set up the first settings for your email channel:

  1. Styling
    You can choose or create an email theme here. This will help you to have emails aligned with the branding and image of your organization. You can customize your email's:

    1. Font color
    2. Font size
    3. Line height
    4. Font family

  2. Sender name
    This will be the name that's visible in your customer's inbox after you or your teammates have sent them an email using this channel.

  3. Signature
    Here you can create your email signature. We'll show you how to get the best signature in this article.

  4. Trengo Branding
    When enabled, within every email it will show: "This email is delivered by Trengo." at the very bottom. To enable, simply click on the button on the right.

💡To disable this feature, you need to have at least a Scale plan subscription.

  1. Auto replies
    Choose to enable and adjust auto replies here. To enable, simply click on the button on the right. More information on creating an email auto reply can be found here.

Advanced settings

To make sure the inbox works in the way you want it to work with email, check out these settings:

  1. Attach full conversation history to reply
    This will make sure the previous emails in this thread are included in the reply towards the customer. This helps to get a complete picture of the case.

  2. Always create a new conversation
    When reopen closed conversations is enabled, naturally when the email's subject and the contact's email address are the same, all messages will end up in the same conversation. If you don't want this to happen, you can choose to enable the "Always create new conversation" feature.

⚠️ Be aware: this will always overrule the "reopen closed conversations" setting.

  1. Create new conversation when subject differs
    To make sure that a new subject line will create a new conversation, instead of adding it to the previous conversation, make sure to enable this feature.

  2. Reopen closed conversations
    When reopen closed conversations is enabled, naturally when the email's subject and the contact's email address are the same, all messages will end up in the same conversation. This is useful to keep an overview in the inbox.

  3. Assign reopened conversation to the previous user
    This feature will only be visible if "Reopen closed conversations" is enabled. To work more efficiently, you can choose to reassign this conversation to the person who closed it the last. Here you can also set a time limit to the reopen closed conversations feature. Meaning that in the example above, if there has been no new inbound message within 30 days after the last message and a new inbound message comes in after that, a new conversation will be created.

  4. Prepend conversation number to subject
    Within Trengo every new conversation will get a conversation number, to make it easier to trace back. With this feature you can show that conversation number in the subject line, so the customer and yourself have this number visible.

  5. Spam

    This activates a spam filter on all incoming email conversations. This way, certain emails based on specific criteria are being blacklisted and automatically moved into your spam folder.

    Choose between the following spam options:

    1. None: Trengo will not do any checks up on emails and all emails will be delivered to the inbox.
    2. Enabled: Blacklisting, suspicious content & DMARC check
    3. Strict: Same as enabled + SPF check
      Note: all email conversations that have been flagged as spam will be permanently deleted after 14 days.

Outlook, Gmail, or Domain settings

Depending on whether you've picked a synchronization with Gmail or Outlook or a forwarding setup, in this setting you can do the following: 

For Gmail and Outlook: 

  • Choose if you want to synchronize Trengo's status back into Gmail;
    By doing this all emails in Gmail will get a label based on the status a conversation has in Trengo: 
    • Open; 
    • Assigned; 
    • Closed. 
      This helps to keep the colleagues that do not work in Trengo up to date on whether a conversation has been handled. 
  • Only synchronize selected folders (Outlook only)
    With the Outlook integration, you can choose to only synchronize certain folders with the Trengo inbox. Emails that enter other folders in Outlook will not be seen in the Trengo inbox. 
  • Reconnect the channel. 
    Whenever the synchronization between Trengo and Gmail has stopped for some reason, you can reconnect the channel here. 

For Domain settings

Here you can find your forwarding address, which can help you receive emails in the Trengo inbox. 

If you wish to email from your domain, this can also be arranged here. More information on how to do this can be found in this Help Center article