How Figo Pet automated 40% of WhatsApp conversations with a 5-minute setup

Figo Pet is a leading pet insurance provider in the Netherlands and Belgium. Known for its comprehensive coverage, veterinarian expertise and transparent service, the company supports a growing community of pet owners.

As the customer base expanded, so did the number of support inquiries across WhatsApp and email. To manage this demand, Figo Pet implemented an AI Agent and Journeys in Trengo. Over time, however, the automation setup became complex and difficult to maintain. When ownership of the setup changed internally, transferring knowledge proved challenging, limiting the team’s flexibility to improve workflows and adopt new AI capabilities.

Figo Pet needed a simpler and more transparent approach to automation that would allow the team to scale support while staying agile.

Challenge: high volume and complex setup 

High volume of repetitive WhatsApp inquiries
As Figo Pet grew, so did the number of incoming WhatsApp messages. A large share of these conversations revolved around the same topics:

• General & Technical Support 
• Claims & Reimbursements 
• Cancellations 
• Policy Management 
• Financial & Acceptance 

Handling these repetitive inquiries manually consumed valuable agent time and slowed response times.

Complex automation flows slowed down operations
Figo Pet had already implemented automation using Journeys in Trengo. However, the setup became increasingly difficult to manage.

The automation logic relied on multiple interconnected flows, making it hard for new or rotating team members to understand how everything worked. Updating workflows required careful navigation of the entire setup, which slowed down improvements and created hesitation around changes.

The team needed a simpler, more transparent automation structure.

The solution: A centralized “AI Agent first” support strategy

Figo Pet redesigned its WhatsApp support flow around a single entry point: Trengo’s AI Agent 2.0.

Now, every WhatsApp conversation first reaches the AI Agent. The AI Agent greets customers, understands their requests, and instantly provides answers to common questions. This shift replaced a complex network of automations with one centralized logic layer, making the system easier to manage, monitor, and improve.

Smart AI escalation to human agents
If a request falls outside the AI Agent’s scope, the conversation is seamlessly transferred to the right team. This is guided by clear handover rules provided to the AI Agent as a prompt, helping it determine when a human agent should take over.

With AI Agent 2.0, these handover instructions are easier to manage and adjust. This gives the team much better visibility and control over when to escalate conversations, ensuring the virtual assistant handles what it can while agents focus on more complex or sensitive requests.

5-minute setup with immediate impact
Figo Pet set up Trengo’s AI Agent in just a few minutes, with no complex integrations required. After publishing the first version, the team focused on monitoring conversations and training the AI Agent by adding instructions and refining responses to improve reliability.

The AI Agent now pulls answers directly from Figo Pet’s website and knowledge base, ensuring responses stay accurate and up to date. The team also uploaded dedicated PDF documents with additional information needed to answer specific customer questions.

Customers can send images or documents via WhatsApp, which the AI Agent can automatically read and respond to. Within the first month, the team was already seeing measurable results.

Impact: 40% of WhatsApp conversations automated

Since implementing the new AI-powered setup, Figo Pet has significantly reduced the workload on its support team.

• 40%+ of weekly WhatsApp conversations handled by an AI Agent
• Faster response times for common inquiries
• Reduced manual workload for support agents

Figo Pet has laid the foundation for further automation, including future extensions to email and the rollout of more advanced AI actions.

“The impact was visible quite quickly. Within the first month, we were already seeing the AI Agent successfully handle a large share of our WhatsApp conversations. It takes a lot of pressure off the team, while customers still get fast and helpful responses.”