Trengo updates

Find out what’s changed in the Trengo app.

New message composer

May 1, 2023

Trengo has made the messaging composer, used to communicate with clients and colleagues, even better with a brand-new look and feel.

Messaging with clients and colleagues in Trengo has become seamless, safer and distinctive to differentiate internal or external message.


Mandatory 2FA

Apr 3, 2023

Security for the Entire Team: Two-Factor Authentication (2FA): We know that security is always a priority for businesses. From now on, admin roles are able to set up Mandatory (2FA) in the Enterprise plans. So, your entire team will have an additional layer of security when accessing your Trengo account. 🔐 Enable mandatory two-factor authentication


Marketing on WhatsApp is Here!

Mar 1, 2023
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What do you get when you combine powerful marketing automation technology with one of the world’s select few WhatsApp Business Solution Providers? Answer: An opportunity to reach TWO BILLION new and existing customers on WhatsApp. Integrate Klaviyo and Trengo to send the right information to your customer base at the right moment - on WhatsApp. Informing customers with WhatsApp notification when their order is dispatched? We’ve got you. Sending them a personalised message for when the next sale is happening? Not a problem. Increase marketing and sales conversion rates by combining the best of marketing automation and WhatsApp now.

Discover more here.

WhatsApp Header & Footer

Mar 1, 2023

Make your WhatsApp messages look even more professional and polished by personalising your template headers and footers. They're like the cherry on top of your message 🍒 Quickly identify your business, provide useful info like contact details or titles, and more. Get started here

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New User Roles & Permissions

Feb 1, 2023

(Will be released on the 6th of February, 2023)

You will see new user roles in Trengo. Previously there were 4 user roles: Administrator, Supervisor, User & Light user.

At the request of many, the new user roles offer a better way to easily manage your teams. There are now 5 roles:

  • Administrator
  • Supervisor
  • Advance agent
  • Basic agent
  • Observer

And the best part, the roles have configurable permissions! Here’s a peek at how detailed you can get. 👇


Curious about what default & configurable permissions they have? Check out this article

  • Note for Admins: Observer role (previously 'Light user') can’t have tickets assigned to them. This is an internal user role; they can be part of a team, comment and discuss tickets with colleagues. Please check if you don’t have any tickets previously assigned to a user with an Observer role. In case you do, please reassign them.

Increasing the 800 daily limit for WhatsApp Broadcasting

Jan 26, 2023

WhatsApp Broadcasting is a great way to reach a large audience quickly and cost-effectively. It allows you to send messages to people who have opted-in. Previously, there was a daily limit of 800 templates, but now there are no limits. Depending on usage, your daily messaging limit can vary, and even reach up to 100K templates or unlimited. You might think; What is my limit, and how does it work? Read Meta's documentation for more information.

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Improved UX while sending WhatsApp Templates

Dec 22, 2022

We have improved the ability to send and create templates directly from a WhatsApp conversation in the Trengo inbox. 📲

Outside the 24-hour window, you can only initiate a conversation by sending a WhatsApp template. Don’t you have any templates approved yet? Create one or ask your admin to do so - in a few clicks.


Create a WhatsApp template

Improved search

Dec 7, 2022

We've added a second tab underneath the 🔎 search. When searching you can select between 'Last week' ,'Last month' & 'All time'.

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Quick reply buttons

Nov 17, 2022

Your customers can now respond to your WhatsApp message in just one click. 📲 Here’s how it works: you have the ability to create a maximum of three buttons that can be used as a quick reply, saving your customers from typing an answer. Time saving, easy.


Create a template with Quick reply buttons

Workload balancing

Nov 17, 2022

When Workload balancing has been enabled for your team(s), every agent will have a limited number of conversations that can be assigned to them. Allowing you to easily manage the workload of your team members and making sure no one feels overwhelmed.


Read more in our Help center

We moved the conversation button

Oct 8, 2022

To emphasize your own inboxes even more, we moved the Create Conversation button to the bottom of the navigation bar on the left side.


New Teams page

Sep 16, 2022
Trengo Platform

We've added a brand new team page. As of now, creating teams has become a lot easier. Select the desired user or channel and voila!

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But this is only the beginning! You can expect a lot more improvements to the user & team settings. We are working hard to future-proof the team page. So you can look forward to new features such as "Workload balancing" (coming soon).

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Create a team

Improved User role settings

Sep 15, 2022

Adding, editing & managing your users has improved. A brand net designs and a kick-start for many more improvements coming up. We have enriched the user overview, you can directly see in what teams they are and what user role is assigned to your users.

Adding & editing Users

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User overview


Invite a new user

Enriched data in your Broadcast Overview

Sep 9, 2022

We've enriched the data in your WhatsApp Broadcasting section: From now on, whenever a Broadcast message has failed, you will be able to see a fully detailed overview of who did and who did not receive the WhatsApp message.

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When the broadcast has failed to send. There are a few things you can check directly yourself:

  • Make sure the right channel was used for sending
  • Confirm that your remaining balance is high enough

Want to learn more about WhatsApp broadcasting? click here

New color for Trengo's navigation panel

Aug 12, 2022
Trengo Platform

We have added more contrast, the navigation bar has changed from white to black. We hope you like it!

Put light against light - you have nothing. Put dark against dark - you have nothing. It's the contrast of light and dark that each give the other one meaning. -Bob Ross

Customer Satisfaction now available on all channels

Feb 12, 2022

It was already possible to survey your customers on their satisfaction level via email, but as from today, you can also do this via:

  • Whatsapp Business
  • Live Chat
  • Facebook Messenger
  • Instagram DM
  • Twitter DM
  • Telegram
  • Google Business Messages
  • SMS

Set up a Customer satisfaction survey here!

Send WhatsApp template messages with promotional content outside 24-hour window.

Sep 23, 2021

From now on, you can send new types of templates messages such as product recommendations, offers, or information alerts to your customers!

Set up promotional WhatsApp templates.

New option-buttons in WhatsApp conversations

Sep 17, 2021

You can now present your customers a preview of options designed as buttons or a dropdown menu, just like this:

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Set up your own WhatsApp buttons.

Help Center API Documentation

May 23, 2021

Our Trengo Help Center API is now accessible. 🎉

Create a better customer experience with Trengo Analytics

Apr 18, 2021

Introducing new Trengo Analytics 🎉

We improved both the look and user experience of our Analytics. Besides that, we added six new reports, that'll allow you to understand your customers better improve your team's performance:

  • Conversation report
  • Messages report
  • Resolutions report
  • Channels report
  • Users report
  • Labels report

Learn more about Trengo Analytics.

Track how your visitors interact with your website widget

Apr 18, 2021

By connecting Google Analytics to Trengo, you’ll see widget events directly in Google Analytics. This allows you to see when visitors:

  • Open or close your widget
  • Reply to a message
  • Fill in their email address

Learn how to get started.

WhatsApp templates & Rules

Apr 5, 2021

WhatsApp templates are now recognized as outbound messages in your Rules.

Blocked Zapier trigger on 'Outbound messages'.

Apr 2, 2021

A little bug blocked the Zapier trigger on ‘Outbound messages’. This bug has been fixed.

New widget automation: Launch Help Center articles directly in your website widget.

Mar 20, 2021

We just launched the ability to trigger a Help Center article directly in your Website Widget. 👏🏼

You can have specific Help Center articles open up for a certain target group or on certain pages on your website.


To set up this new widget automation, navigate to your settings >automation >widget automation and select 'open article from Help Center.

Or read this article.

The 👋 emoji in your website widget is now optional.

Mar 18, 2021

The 👋 emoji in your website widget is now optional.


March 2021

Improved Flowbot location finder.

Mar 10, 2021

A bug caused our location finder to stop working if you included symbols such as -, ' in your locations. This issue has been fixed.

Team Chat: Get notified of an incoming Zoom call via a video call pop-up.

Mar 2, 2021

With the video call pop-up, you will never miss out on any incoming Zoom calls anymore.


Team Chat: Only see a red badge notification if you're mentioned in a conversation.

Mar 1, 2021

To keep distractions down to a minimum, you'll only see a red badge notification if you:

— were mentioned in a group chat or — if someone sends you a direct message.

Other unread messages in your group chats can be recognized by the bold highlighted font.


Instance 1: You've got unread messages in your group 'lunch'.

Instance 2: Your name has been mentioned by someone in your group 'product-testing.

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