Trengo's 2025 Year in Review: New Features, Customer Impact & What's Next

2025 was a year of transformation for Trengo and our customers.

Across our platform, WhatsApp handled 11.9 million conversations—that´s half of all customer interactions.

In total, customers had 23.7 million conversations. AI agents automatically resolved 303,053 tickets, saving an estimated 50,508 labour hours—the equivalent of 30+ full-time employees. Teams using AI Journeys automated 4,643 hours of repetitive tasks. And businesses connected their customer conversations to 22 new booking and distribution platforms.

For many of you, this meant real impact: fewer hours spent on routine questions, faster response times for guests, and teams freed up to focus on complex requests that actually need human expertise.

Here's a look at your collective 2025 and the updates we built to make it possible.

How We Calculate Your Impact

Before we dive into product updates, a note on the numbers you might see in your personalized year-end summary:

AI Conversation Savings: We calculate this at €3 per conversation for basic support queries—a conservative industry benchmark for the labor cost of handling routine inquiries like booking confirmations, hours of operation, or policy questions. If your AI agents handled 1,000 conversations, that's approximately €3,000 saved. Your actual savings may vary based on your team's costs and conversation complexity.

Journey Automation Hours: We track the time each automation saves (for example, sending a confirmation email might save 2 minutes of manual work). Multiply that by the number of times the Journey ran, and you get total hours automated.

Total Conversations: Every inquiry, booking question, complaint, or check-in processed through Trengo—each one represents a potential customer satisfied, issue resolved, or deal closed.

Now, here's what we built to help you achieve even more in 2026.

Boards: Visual Workflow Management

The biggest update of 2025: Boards transforms how your team manages customer conversations.

Instead of conversations disappearing once resolved, Boards lets you turn them into visual tasks that move through stages. Think kanban-style project management, but purpose-built for customer support.

Why it matters: Hospitality and travel businesses don't just answer questions—they manage ongoing situations. A maintenance issue at a property, a complex group booking, a guest complaint that requires follow-up across departments. Boards keeps these visible and ensures nothing falls through the cracks.

Who it's for: Hotels tracking guest requests from check-in to resolution. Tour operators managing multi-day booking coordination. Vacation rental managers juggling maintenance, cleaning, and guest communications.

Roller Integration: Ticketing Meets Customer Support

For attractions, activities, and experience operators, we built a direct integration with Roller—a leading ticketing and venue management platform.

What it does: Connect your Roller ticketing data to customer conversations. When a guest messages about their booking, your team sees their ticket details, purchase history, and upcoming reservations right in Trengo.

Why it matters: No more switching between systems to answer "When is my tour?" or "Can I change my ticket time?" Your team has context instantly, leading to faster resolutions and happier customers.

Who it's for: Adventure parks, museums, escape rooms, tour operators, and any attraction using Roller for ticketing.

Online “24/7" Web Widget Toggle

A small feature with big impact: show your Web Widget as "online" even when your team is offline.

What it does: Visitors see you're available 24/7. When they message outside business hours, conversations route automatically to AI agents, voicemail, or a custom away message.

Why it matters: You don't lose leads because someone visited your website at midnight. Guests get immediate responses to simple questions, and complex inquiries wait in queue for your team.

Who it's for: Any business that wants to capture leads around the clock without staffing night shifts.

Redesigned Mobile Experience

Your team doesn't work from a desk especially in hospitality. Our completely rebuilt mobile app reflects that reality.

What's new: Faster load times, cleaner interface, easier message threading, and better notifications. Everything optimized for managing guest conversations while you're on property, between tours, or moving between locations.

Why it matters: Front desk staff, tour guides, and property managers need to respond quickly without being chained to a computer. The new mobile app makes that seamless.

Who it's for: Anyone managing customer conversations on the move.

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30+ New Languages in AI Journeys

AI automation is only valuable if it speaks your customers' languages, literally.

What's new: AI Journeys now support 30+ languages including Mandarin, Arabic, Portuguese, Japanese, Korean, and more. Your automation workflows can detect language and respond appropriately.

Why it matters: International travelers expect support in their native language. Manual multilingual support is expensive. AI that genuinely understands context across languages gives you both scale and quality.

Who it's for: Hotels, tour operators, and attractions serving international guests.

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22 New OTA Integrations

The biggest integration expansion we've ever shipped: 22 new connections to online travel agencies and booking platforms.

The full list:

E-commerce

• Amazon

Leisure & Activities

• Viator
• GetYourGuide

Hospitality & Accommodations

• Voordeeluitjes, Vipio, Peoos, Interhome, Allyourz, Belvilla, Book it, Bungalownet, Bungalow Specials, Glampings, Groepen.nl, Heerlijke Huisjes, Honden op Vakantie, Holidu, HomeAway (now VRBO), VRBO, FEWO, Hometogo, Leisure Time

Why it matters: Your customers find you on dozens of platforms. Without integrations, you're managing a dozen different inboxes, missing messages, and duplicating effort. These integrations bring everything into one place.

Who it's for: Hotels, vacation rentals, tour operators, and activity providers distributing through multiple OTA channels.

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What's Next for 2026

We're not slowing down. Without revealing too much: expect deeper AI capabilities, more workflow automation, and continued expansion of our integration ecosystem.

If you haven't explored Boards, activated your AI agents, or connected your OTA channels yet, now's the time. These aren't just features, they're the foundation for handling more conversations, with better outcomes, using fewer resources.

Ready to see what's new?

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Want to map out your 2026 strategy?

Here's to an even bigger 2026.