Custom Trengo Integration Development
Appfront builds integrations with Trengo, the platform that brings email, WhatsApp, live chat, telephony and social media into a single inbox. Trengo offers standard integrations and a REST API with webhooks. We use these to connect Trengo with your own systems: customer details and orders alongside every conversation, messages sent from your own software via WhatsApp or email, and conversations that flow into your back office as tasks or tickets. This way, an employee does not have to switch between five screens to help a customer.
What is a Trengo integration?
Trengo is a customer communication platform that brings channels such as email, WhatsApp, live chat, telephony and social media into one shared inbox. It has integrations with many well-known systems and a REST API for managing tickets, contacts, messages, labels and webhooks. For organisations with their own systems, that API is how customer communication and the back office are joined together.
Without an integration, a member of staff has to look up the customer in a different system for every conversation: which order, which contract, which appointment. A message that should come automatically from your own software, such as a confirmation or reminder via WhatsApp, is sent by hand. And a question that needs picking up in the back office is passed on by email and loses track of the overview.
We build custom software because the integration has to fit your customer contact and systems: which channels you use, where customer data and orders are held, which messages should come from your software, and how a conversation should continue in the back office. Which data the Trengo API offers and which webhooks are available, we will review in the first step.
Customer alongside the conversation
Customer details, orders, contracts and appointments from your systems alongside every conversation in Trengo, without searching.
Messages from your software
Confirmations, reminders and status messages that your own software sends to Trengo via WhatsApp or email.
Handled in the back office
A conversation that needs action becomes a task or ticket in your back office, with the status sent back to Trengo.
How we build your Trengo integration
We start with your customer communication: which channels, where customer details are held, which messages are currently sent by hand, and where a question gets lost.
Your channels in Trengo, and your systems holding customer details, messages and back-office processes.
The Trengo API and webhooks connected to your systems, for data, messages and tickets.
Testing with real conversations and messages, monitoring for errors, and a log for each message.
Go-live component by component, and management when Trengo or your systems change.
What a Trengo integration actually does
The components below come up in almost every Trengo integration. Which ones you need depends on your customer contact.
Customer details
Customer, orders, contracts and appointments from your systems alongside the conversation.
Contacts and labels
Contacts and labels kept in sync between Trengo and your CRM.
Messages
WhatsApp templates and emails sent from your own software via Trengo.
Webhooks
A new conversation or label that starts a process in your systems.
Back office
Conversations as a task or ticket in your back office, with the status sent back.
Dashboard
Volumes, response times and topics fed into your own dashboard.
Who we build Trengo integrations for
The integration is intended for organisations that use Trengo alongside their own systems.
Online shops
Questions about orders and deliveries. The order history alongside the conversation is the core.
Service providers
Customers with contracts and appointments. Messages from your own software matter most.
Landlords
Tenants with reports and questions. Handling in the back office is what's needed.
Healthcare and education
A lot of contact via WhatsApp. The integration with your own case management system is the core.
Technology and integrations
This page covers Trengo integrations. For multilingual customer service, see our page on multilingual customer service software; for AI in customer service, our page on customer service automation with AI; and for an order management integration, our page on a Picqer integration. You can read about our approach at building software.
Why Appfront for your Trengo integration?
A customer who has to give their order number three times will call somewhere else next time. That is what we build around: the customer beside the conversation, messages that send themselves, and questions that get handled end to end.
Faster resolution
Agents see the customer and the order alongside the conversation, without searching.
Less manual work
Confirmations and reminders go out automatically from your software.
Nothing lost
A question for the back office becomes a task with a status, not a forwarded email.
Security and privacy in a Trengo integration
The integration processes customer data and the content of conversations. API keys are stored encrypted and used only by the integration, with only the permissions it needs. Only the data needed for the conversation is displayed.
The integration runs in a European data centre, with encrypted storage, daily back-ups and a log of every message.
Frequently asked questions about a Trengo integration
Questions Trengo users ask before getting started.
Trengo is a customer communication platform that brings email, WhatsApp, live chat, telephony and social media into one shared inbox, with automation and AI features among others.
Yes, with many well-known systems. Those are often enough. A custom integration is needed for your own CRM, ERP or back office, or for messages and processes that the standard integrations do not cover.
Via Trengo's REST API, which allows tickets, contacts, messages, labels and webhooks to be managed, and the interfaces of your own systems.
Yes, using approved WhatsApp templates. For example, your software sends a confirmation or reminder, and the customer's reply arrives in the Trengo inbox.
Yes. A conversation with a certain label or subject becomes a task or ticket in your back office, and the status is sent back to Trengo.
The integration reports it and records what went wrong. Messages are retried or set aside for review.
For organisations with their own systems for customers, orders or case files, where staff currently switch between screens. If a well-known package is on the standard list, the standard integration is often enough.
The customer beside every conversation in Trengo?
Tell us which channels you use, where customer data is held and which messages are currently sent by hand. We will show you what the integration would look like.