Trengo

Work Trengo's omnichannel inbox from your flows: agents list and triage tickets, assign conversations to the right teammate, reply to customers over email, WhatsApp, SMS, or live chat, and keep contacts in sync across every connected channel.

10 actions API key available

Trengo website ↗ Platform Documentation ↗ Capability data verified 2026-07-28

A recurring sweep runs against the inbox every few minutes

List Tickets filtered to open conversations pulls the current queue across every connected channel

Get Ticket retrieves subject, channel, and contact detail for each unassigned conversation

The agent classifies each ticket: routine question, billing issue, or angry escalation

Assign Ticket routes each conversation to the teammate who owns that category

For escalations, the support lead reviews the drafted reply before it reaches the customer

Send Message delivers the approved reply into the conversation on the customer's own channel

What This Integration Enables

Trengo's whole premise is that every channel, email, WhatsApp, SMS, live chat, collapses into one inbox. What it does not do is decide who should handle each conversation, or answer the ones that repeat. That is the layer FlowRunner adds. Agents read the queue with List Tickets, pull context with Get Ticket and Get Contact, route work with Assign Ticket, and reply with Send Message, so the inbox becomes a sorted, moving queue instead of a pile. - Triage open conversations continuously by listing and inspecting tickets across all channels - Route conversations to the right teammate programmatically, by topic, language, or customer tier - Close resolved tickets and reopen them when customers reply - Send replies into ongoing conversations, delivered on the customer's own channel - Keep contacts in sync with the CRM by creating and looking up contact records Because a reply through Trengo lands on the customer's actual channel, their WhatsApp, their phone, their inbox, this connector is exactly where [human-in-the-loop](/concepts/human-in-the-loop) orchestration proves its worth: agents draft and route at machine speed, and a person clears the sends that carry risk. The unassuming detail that makes this work is that Trengo keeps the channel abstraction honest: a reply through Send Message reaches the customer wherever they wrote from, so one FlowRunner flow serves email, WhatsApp, SMS, and chat without four parallel automations. That is what makes the inbox a genuine orchestration surface rather than another queue to script per channel. The agent reasons about conversations; Trengo handles the delivery mechanics underneath.

Without FlowRunner

Triage is a full-time job Someone reads every incoming conversation across email, WhatsApp, SMS, and chat just to decide who handles it

Routing by whoever notices first Tickets sit unassigned until a teammate happens to claim them, and the awkward ones sit longest

Channel switching all day Agents bounce between tabs to answer the same customer on different channels

With FlowRunner

Triage runs continuously An agent sweeps the queue, classifies each conversation, and assigns it before anyone had to look

Routing follows rules you wrote Billing goes to billing, returns go to returns, escalations go to the lead, every time

One queue, machine-sorted Conversations from every channel arrive pre-classified with context attached, ready to answer

Use Case Scenarios

The queue that sorts itself

Every five minutes, an agent calls List Tickets for open conversations and Get Ticket on anything unassigned. It classifies each conversation by content and channel, order status questions, billing disputes, complaints, and calls Assign Ticket to route each to the owning teammate. Conversations mentioning refunds or legal language route to the support lead with a summary posted to [Slack](/integrations/slack). By the time the team sits down, the queue is sorted and the hard ones are flagged.

Contacts that reach the CRM before the second message

When a conversation arrives from a new customer, the agent calls Get Contact for the identifier, then mirrors the record into [HubSpot](/integrations/hubspot) so the CRM knows this person exists while the conversation is still live. Existing contacts get their CRM record linked into the ticket flow. Support sees purchase history; sales sees support history; the customer repeats nothing.

Resolution loops that close themselves

When an order-status question comes in, the agent looks up the order in the commerce stack, drafts the answer, and sends it with Send Message. It calls Close Ticket once delivery confirms, and if the customer replies within the retention window, Reopen Ticket returns the conversation to the queue with its history intact and assigns it to a person. Reporting on the whole loop lands in [Google Sheets](/integrations/google-sheets): what was asked, what was answered, what needed a human.

Human-in-Loop Highlight

Send Message is not an internal write. It delivers into the ticket's channel, which means it lands in a customer's WhatsApp thread, SMS history, or inbox under your company's name, and there is no unsending it. Routine confirmations flow straight through. But when the classifier flags a conversation as an escalation, a refund demand, a threat to churn, a legally loaded complaint, the agent stops. It posts the conversation history, the customer's record, and its drafted reply to the support lead, and waits. The lead edits or approves, then Send Message fires. The customer gets a fast, considered answer, and nobody discovers a chatbot argued with your angriest customer on WhatsApp overnight.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via WhatsApp

Human decides

Agent resumes with decision

Agent Capabilities

10 actions

Tickets

List Tickets Retrieves a paginated list of conversations, filtered by status (open, closed, assigned) and channel. The sweep behind every triage loop.
Get Ticket Retrieves a single conversation in full: subject, status, assigned agent, channel, and contact. The context step before routing or replying.
Assign Ticket Assigns a conversation to a specific teammate by user ID. The routing step that turns classification into ownership.
Close Ticket Marks a conversation as resolved. Used when a workflow completes a request end to end.
Reopen Ticket Returns a closed conversation to the open queue. Used when a customer replies after resolution.
Send Message Sends a reply into an existing conversation, delivered to the contact through the ticket's channel, with optional file attachments. The send this page's human gate exists for.

Contacts

List Contacts Retrieves a paginated contact list with an optional search on name, email, or phone. The lookup behind CRM sync and identity matching.
Get Contact Retrieves a single contact in full: name, identifier, channel type, and custom profile data.
Create Contact Creates a contact tied to a specific channel, with an identifier matching the channel type: an email for email channels, a phone number for WhatsApp or SMS.

Channels

List Channels Retrieves every connected channel with its ID, type, and name. The reference read for filtering tickets and creating contacts on the right channel.

Frequently Asked Questions

What can FlowRunner do with Trengo?

FlowRunner agents can run List Tickets, Get Ticket, and Assign Ticket in Trengo, plus 7 more actions.

Does connecting Trengo to FlowRunner require OAuth?

No. Trengo connects to FlowRunner with an API key, no OAuth flow required.

Can Trengo trigger a FlowRunner workflow automatically?

Trengo doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.

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