From chaos to control, all contacts in one place

An omnichannel inbox is a unified platform that centralised customer interactions from various channels—such as email, social media, live chat, and SMS—into a single interface, enabling efficient and consistent communication.

Trengo's omnichannel customer solution supports integration with multiple communication channels, including email, WhatsApp, Facebook Messenger, Instagram Direct Messages, live chat, SMS, and more.

Trengo's plans accommodate varying team sizes. The 'Boost' plan supports up to 10 users, while while 'Pro' plan supports up to 20 users. Across all plans, additional users can be added.

Key features of Trengo's omnichannel for customer service include:

• Unified inbox: centralise all communication channels and customer info
• Team collaboration: features like internal tagging and notes will help you confer with colleagues and answer faster
• AI and automation: keep the inbox organised by setting up automated workflows, tag and label conversations. Plus use AI to translate, summarise and help answer conversations. Bonus: use the AI assistant and add AI Journeys to your channels to handle FAQs from A-Z (before they even land the inbox).
• Comprehensive analytics and reporting: check your dashboard to keep track of important customer communication metrics.
• Integrations: integrate your inbox to your systems. That way you’ll have all critical info centralised, and you’ll be able to answer customers faster and better.

Benefits include:

• Seamless customer experiences: because your team is on top of it, has all the info they need and can reach out proactively.
• Faster response times: with info and channels centralised plus AI your team will be able to answer fast.
• Improved team collaboration: your team can easily collaborate and work from the same inbox and insights no matter their location or the time zone.
• Valuable insights from unified analytics: you’ll have insight into customer conversations. Where to pivot and where to spot sales opportunities.

Trengo allows customisation through:

• Configurable workflows and automation
• Personalised branding options
• Custom fields and tags
• Integration with tools your team already uses

In Trengo, a conversation is defined as an outbound message initiated from the platform, either as the first contact with a customer or as a reply to an inbound message. Each conversation is confined to a 7-day window; if communication with the same customer continues beyond this period, it counts as a new conversation.

For more detailed information, please visit Trengo's Help Center.

For pricing, Trengo’s Boost price plan starts at €299 per month when billed annually (€349 month‑to‑month) for 10 users with a fixed conversation allowance, while the more feature‑rich Pro price plan costs €499 per month on an annual contract (€599 month‑to‑month) for 20 users. Larger organisations can request a custom‑priced Enterprise plan.

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Across all plans, additional users or conversations can be added.

Trengo's omnichannel platform is built on four key pillars:

1) Unification of all channels into one inbox

2) Automation of workflows and repetitive tasks

3) AI-powered agents to provide instant answers

4) Integration with your existing business software.

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Omnichannel means creating a single, seamless customer experience across all communication channels—like web chat, WhatsApp, email, and social media. In Trengo, this means all conversations live in one unified inbox, giving your team full context.