Connecting Trengo

Last updated: February 20, 2026

Connect your Trengo helpdesk to let your AI Agent manage, read, and respond to customer tickets automatically.

You will need Admin access to your Trengo environment to complete this setup.

Please note that this integration uses a specific Trengo user. All messages sent by Engaige will appear as this user.

Step 1: Choose the Engaige Agent User

Before starting, decide which Trengo user Engaige will use.

You have two options:

Option 1: Use an Existing Trengo User

  • Engaige will respond using this user’s name.

  • All AI replies will appear as this agent.

Option 2: Create a New Engaige User (Recommended)

  • Create a dedicated email address for Engaige.

  • Create a new Trengo user using this email.

  • Use this account only for Engaige.

This option keeps AI activity separate from human agents.

Step 2: Get the Agent Email Address

  1. Log in to your Trengo environment.

  2. Look at the bottom-left corner.

  3. Click your profile icon (initial).

  4. Note the email address shown.

You will need this email for the Engaige dashboard.

Step 3: Generate Your Trengo API Token

  1. In Trengo, go to Settings.

  2. Open Integrations.

  3. Click REST API.

  4. If no token exists, click Generate API Token.
    If one exists, you may click Regenerate.

  5. Confirm the action.

  6. Copy the API token.

⚠ Important

  • This API token is only shown once.

  • Store it securely.

  • If you regenerate it later, you must update the Engaige integration.

Step 4: Enable Trengo in Engaige

  1. Open your Engaige Dashboard.

  2. Go to Settings → Integrations.

  3. Find the Trengo integration.

  4. Click Enable.

A configuration window will appear.

  1. Enter:

  • API Key: Your Trengo API token

  • Agent Email: Your selected Trengo user email

  1. Click Enable.

If successful, you will see a confirmation message.

At this stage, Trengo is connected to Engaige.

Step 5: Create an AI Agent in Engaige

  1. In the Engaige Dashboard, go to AI Agents.

  2. Click Create New Agent.

  3. Enter a name for your agent.

  4. Open the Triggers tab.

Step 6: Assign a Trengo Team

In the Triggers tab:

  1. Click Select Queue.

  2. A dropdown will appear showing all Trengo teams.

  3. Select the team where Engaige should be active.

Automatic Teams

Engaige will normally create two teams automatically:

  • Engaige Agent Team

  • Engaige Handover Team

It is recommended to start by assigning your agent to the Engaige Agent Team.

Step 7: Assign Knowledge Base and Handover Team

Assign Knowledge Base

  • Select the appropriate knowledge base for the agent.

Configure Handover (Optional)

  1. Open the Handover tab.

  2. Click Select Team.

  3. Choose the Engaige Handover Team (or another human support team).

  4. Save the configuration.

This determines where unresolved tickets are transferred.

Step 8: Activate Ticket Routing in Trengo

To ensure Engaige receives the right conversations, you must configure Trengo rules.

  1. In Trengo, go to Settings → Rules.

  2. Click Add Rule.

  3. Define your conditions.

Example:

If first message = Yes
→ Assign to Engaige Agent Team

  1. Set the action to assign tickets to the Engaige team.

  2. Save the rule.

⚠ Note
Routing logic is fully customizable and must be configured by the customer.

Step 9: Integration Complete

Once all steps are completed:

  • Trengo is connected to Engaige

  • API access is enabled

  • The AI agent is active

  • Support teams are assigned

  • Handover routing is configured

  • Automation rules are live

Your Trengo integration is now ready.