Audyense
Trengo
Customer Support · www.trengo.com
Overview
Trengo is a Dutch customer engagement platform that consolidates WhatsApp Business, email, live chat, Instagram, Facebook, SMS and voice into a single shared team inbox. It layers AI agents (HelpMate), AI Journeys automation and flowbots on top of that inbox to deflect and route conversations. Founded in Utrecht in 2017, it is an official Meta/WhatsApp Business Solution Provider and is sold as flat-fee platform plans rather than per-seat licences.
The problem Trengo solves
Retail, travel and hospitality teams now field customer messages across WhatsApp, Instagram, live chat, email and OTA platforms like Booking.com, and end up with agents tab-switching between a separate tool per channel while messages get missed. Trengo pulls all of those channels into one shared team inbox with assignment, internal notes and AI agents that handle routine queries, so a support team works from a single screen. It fits SMB and lower-mid-market teams of around 10-20 agents rather than enterprise service desks needing strict SLA governance and deep reporting.
Decision context
Use these points to test whether the product fits your operation, not just whether it has a long feature list.
- Published starting price: €299 per month, flat (10 users incl.). Confirm user, usage, and feature limits for the plan you would actually buy.
- Deployment: cloud. Check security, data-residency, and access requirements for every team that will use it.
- Verified integrations include WhatsApp Business API, Shopify, HubSpot, Salesforce, Pipedrive, Zoho CRM. Validate sync direction and plan limits for the connections that matter.
- This record was last checked on 7/24/2026; pricing and features can change.
How to evaluate Trengo
A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.
Workflow fit
The record describes it as a fit for E-commerce and D2C teams whose customers message primarily over WhatsApp and social rather than email tickets., Hospitality, travel and rental operators who need OTA channels like Booking.com, Airbnb and VRBO landing in the same inbox as direct enquiries., SMB and lower-mid-market support teams of roughly 10-20 agents who want one shared inbox instead of separate chat, email and messaging tools.. Check that this context matches the volume, roles, and processes your team needs it to support.
Pilot questions
- Can Trengo complete the critical workflow without manual work outside the product?
- Do the recorded connections (WhatsApp Business API, Shopify, HubSpot, Salesforce) support the sync direction, permissions, and volume we need?
- What user, usage, storage, support, or security limits appear after the headline starting price?
Evidence and freshness
This record was checked on 7/24/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.
Best for
- E-commerce and D2C teams whose customers message primarily over WhatsApp and social rather than email tickets.
- Hospitality, travel and rental operators who need OTA channels like Booking.com, Airbnb and VRBO landing in the same inbox as direct enquiries.
- SMB and lower-mid-market support teams of roughly 10-20 agents who want one shared inbox instead of separate chat, email and messaging tools.
Not a fit if
- Enterprise service desks that need strict SLA policy management, deep custom reporting and ITSM-grade workflow, where reviewers report Trengo runs thin.
- Very small teams or solo operators, since the cheapest plan is a flat several-hundred-euro monthly fee with no free tier and reviewers report the pricing structure penalises smaller companies.
Why it’s listed
- One of the few European-built omnichannel inboxes with first-class, officially certified WhatsApp Business API support rather than a bolted-on channel.
- Flat-fee platform pricing with users bundled in, which is a genuinely different commercial model from the per-agent norm in customer support tooling.
- Strong vertical depth in e-commerce and hospitality, with native connectors to Shopify, Magento, Booking.com, Airbnb and property-management systems.
Pricing
Boost
€299 per month, flat (10 users incl.)Entry paid plan bundling ten users and a capped conversation allowance across all channels.
- 10 users included
- 6,000 conversations per year (annual billing)
- Unified omnichannel inbox
- WhatsApp Business API
- AI Agent (HelpMate)
- AI Journeys
Pro
€499 per month, flat (20 users incl.)Higher-volume plan adding live chat and phone support from Trengo plus API-based custom integrations.
- 20 users included
- 18,000 conversations per year (annual billing)
- Everything in Boost
- Live chat support from Trengo
- Phone support from Trengo
- Custom integrations via APIs
Enterprise
FreeNegotiated plan with custom user and conversation volumes plus a dedicated success manager.
- Custom users included
- Custom conversation volume
- Dedicated success manager
- Custom-built integrations
Features
Integrations
Security & compliance
Pros & cons
Pros
- Genuinely unified inbox: reviewers repeatedly describe eliminating tab-switching by pulling WhatsApp, email, phone and social into one overview and responding faster.
- Low onboarding friction, with an intuitive UI that reviewers say gets teams productive without a lengthy implementation.
- WhatsApp Business API handling is a standout, backed by official Meta Business Partner and certified WhatsApp Business Provider status.
- Small-business reviewers on G2 rate it as good value against heavier alternatives like Intercom and HubSpot, and note rapid addition of new channels.
Cons
- Pricing instability is the single loudest complaint: repeated increases, restructured plans, conversation caps and reports of monthly cost doubling.
- Customer support after onboarding is frequently described as slow and low quality, in contrast to the well-rated onboarding experience.
- Stability and performance issues: app slowness, glitches, dropped or buggy calls, and notification and email delivery failures, worsening as user count and message volume grow.
- Reporting and automation depth is limited, and data export is difficult enough (API-only) that reviewers describe it as lock-in.
What we found
Reviewers consistently credit Trengo with collapsing WhatsApp, email, social and chat into one workable inbox with an interface teams pick up quickly, and small-business reviewers on G2 rate it favourably on ease of use and support responsiveness. The dominant complaints across Capterra, GetApp and Software Advice are repeated and sudden pricing changes, support quality that degrades after onboarding, intermittent app slowness and call bugs, and reporting/automation depth that thins out at higher volumes.
Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.
User reviews
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