Shared team inbox

Trengo collects messages from email, chat, and social channels into one inbox. A Beam agent watches for an incoming conversation, reads the message text and sender history, then applies your routing rule to label it and assign it to the queue that handles that topic. It can post an acknowledgment the team approved and set the conversation status. Messages that mention refunds, complaints, or wording the agent is unsure about are left unassigned and flagged for an agent, so a person reviews sensitive threads before any reply leaves the shared inbox.

Conversation tagging

Tags in Trengo group conversations by topic, priority, or product area. A Beam agent reads the body of a new or updated conversation, matches it against the tag rules your team defined, and writes the tags back onto the thread. It uses those tags to set priority and pick an assignee. When a message spans several topics or fits none of the known tags, the agent applies a review label and notifies a supervisor instead of guessing, keeping reporting accurate and leaving ambiguous cases for a human to classify by hand.

Automated status updates

Every Trengo conversation moves through open, assigned, and closed states. A Beam agent reads replies as they arrive, and when a customer confirms an issue is resolved it applies the closing rule your team set and updates the status. It can reopen threads that get a fresh reply and note the change on the record. Conversations that stay quiet past an agreed window, or where the customer signals frustration, are escalated to a lead rather than closed automatically, so no unhappy customer is marked resolved without someone checking.