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# Triage new Trengo conversations with AI

> Label and assign every new Trengo conversation by your own rule, with the reason in an internal note. Unclear ones stay for you. Runs daily.

Source: https://cotlet.dev/integrations/trengo-api-mcp-server/triage-new-conversations

New conversations land in Inbox > New from email and WhatsApp overnight, and every morning someone reads each one to choose a label and a person.

Cotlet does it in your own Trengo account with list\_labels, list\_assignees, list\_conversations, get\_conversation, add\_label, assign\_conversation and add\_internal\_note, called by your AI agent, an n8n workflow or a script.

[Sign up free](https://cotlet.dev/app/signup?app=trengo) [All Trengo tools](https://cotlet.dev/integrations/trengo-api-mcp-server.md)

Hosted · nothing to install or maintain

## Can Trengo do this on its own?

Trengo triages by fixed rules and by its own AI (checked 20 Oct 2026). A rule matches text and contact conditions, then attaches a label or assigns. AI Labeling in Journeys tags closed conversations from the label group descriptions you write, and the AI Agent applies labels and internal comments only while it handles a conversation. None of them reads a new conversation, picks a label and an assignee by your rule and leaves the reason in a note.

## How you do it in Trengo today

1. In Inbox > New, an agent opens each new ticket and reads it.
2. The agent clicks the label icon and picks a label from the list set up under Settings > Settings > Labels; the label then shows at the top of the ticket and in the inbox summary.
3. Next the agent clicks Assign and picks a user or a team, or Assign to me to take the ticket.
4. Repeating cases go into rules under Settings > Automation > Rules, with conditions such as Message body contains "order" or Contact email contains "@gmail.com", joined by AND or OR, and actions such as Attach label or Assign to user.
5. Bulk actions in the inbox close, assign, mark as spam or delete up to 50 conversations, but labels are not on that list, so labels go on one by one.

## How to triage new Trengo conversations with AI

Prompt

```
Go through the new Trengo conversations. Label each one by topic (Billing, Delivery or Bug), assign Billing to the Billing team, Delivery to Sam and Bug to the Tech team, and leave an internal note with the reason. Leave unclear ones for me.
```

1. 01  
### Learn the labels and people  
The agent calls list\_labels and list\_assignees once per run and uses only labels that exist and are not archived, and users and teams as Trengo lists them. A topic with no matching label is reported, never invented.
2. 02  
### Read the new queue  
list\_conversations with folder new brings the queue, and the agent follows next\_cursor to the end, so a weekend backlog is judged as one batch. A conversation that already has an assignee or a label is left alone.
3. 03  
### Read each thread  
get\_conversation gives the customer's messages and any internal note. The agent decides from the whole thread, not the subject line, and quotes the sentence it relied on.
4. 04  
### Apply your rule  
A thread that fits one topic goes on the pile for that label. A thread that fits two topics, none, or only holds an attachment stays untouched and is listed for you.
5. 05  
### Label, assign, explain  
add\_label runs first. It reaches nobody and remove\_label undoes it, so it does not wait for your OK. assign\_conversation hands the conversation to a colleague and add\_internal\_note writes the reason, so both ask for your OK by default.
6. 06  
### Check before assigning  
Right before assigning, the agent reads the conversation again. If a colleague took it in the meantime, the agent skips it and logs it as already handled.

### What you get back

Example data

```
New conversations: 14
Labelled and assigned 11:
- 5 x Billing, assigned to the Billing team
- 4 x Delivery, assigned to Sam de Boer
- 2 x Bug, assigned to the Tech team
Left for you 3:
- "Question about a partnership" fits no label
- Two with only an attachment
```

### Other ways to ask

- Label new conversations about delivery and assign them to the Logistics team, and leave the rest alone.
- Show me how you would label today's new conversations as a table, but change nothing.
- Every morning at 8, triage the new conversations and list the ones that fit no label.

## What Trengo allows, and what to know first

- A Trengo label is created for chosen channels under Settings > Settings > Labels, so a label made for one channel may not be offered on another.
- Trengo lets you archive a label instead of deleting it, so an old label can stay in reports without being added again.
- A conversation can go to a user or to a team, and a view under Settings > Settings > Views can filter by users, status, labels or channels, so labelled conversations show up where your team looks.
- A label added to a conversation fires the Ticket label added trigger of Trengo's Zapier app, so an existing Zap can continue from the label.

assign\_conversation and add\_internal\_note ask for your OK by default. To run it daily without you, switch confirmation off for those tools in your dashboard.

Sources: [Trengo Help: Adding labels to your inbox](https://help.trengo.com/article/adding-labels-to-your-trengo-inbox) · [Trengo Help: Assigning a conversation](https://help.trengo.com/article/assigning-a-conversation) · [Trengo Help: Rules explained](https://help.trengo.com/article/rules-explained) · [Trengo Help: Bulk actions in your inbox](https://help.trengo.com/article/bulk-actions-in-your-inbox) · [Trengo Help: AI labeling in Journeys](https://help.trengo.com/article/ai-labeling-in-journeys-automate-and-analyze-conversations) · [Trengo Help: Adding views to your inbox](https://help.trengo.com/article/adding-views-to-your-trengo-inbox)

## Call add\_label from a script

curl

```
curl -X POST https://cotlet.dev/api/v1/trengo/conversations/5120344/labels \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"label":"Billing"}'
```

Example response

```
{
"conversation_id": 5120344,
"labels": [
"Billing"
]
}
```

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is trengo\_write → add\_label. Example data.

[Schedule it in n8n, Make, Zapier or cron](https://cotlet.dev/integrations/trengo-api-mcp-server.md#automations)

## Trengo tools this automation uses

__Cotlet Trengo tools used to triage new Trengo conversations with AI__
| Tool | Parameters |
| -------------------- | ------------------------------------------ |
| list\_labels | none |
| list\_assignees | none |
| list\_conversations | folder, label, last\_message\_from, cursor |
| get\_conversation | conversation\_id |
| add\_label | conversation\_id, label |
| assign\_conversation | conversation\_id, user\_id, team\_id |
| add\_internal\_note | conversation\_id, note |

[All 13 Trengo tools with descriptions](https://cotlet.dev/integrations/trengo-api-mcp-server.md#tools)

## Frequently asked questions

### Is it safe to connect Trengo to Cotlet?

Yes. You sign in to Trengo yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Trengo once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

## More Trengo automations

- [Reply to waiting Trengo customers with AI](https://cotlet.dev/integrations/trengo-api-mcp-server/reply-to-waiting-customers.md)
- [Close resolved Trengo conversations with AI](https://cotlet.dev/integrations/trengo-api-mcp-server/close-resolved-conversations.md)
- [Trengo API and MCP server: every tool](https://cotlet.dev/integrations/trengo-api-mcp-server.md)
- [All use cases](https://cotlet.dev/use-cases.md)

## Give your agent access to Trengo.

Free 7-day trial with 2,000 credits, no card needed. Cotlet is independent and not affiliated with Trengo.

[Sign up free](https://cotlet.dev/app/signup?app=trengo)

---

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Cotlet is an independent service. It is not affiliated with, endorsed by or sponsored by any of the products listed on this site. Product names are trademarks of their respective owners.

## For AI agents: sign your user up

Is your user asking you to sign them up for Cotlet? You can do it for them, no account or key needed.

1. Read the fields and their allowed values: GET https://cotlet.dev/api/v1/access-requests
2. Ask the user for each value: email, apps, what you will do with them. If they leave the password to you, generate a strong one and show it to them.
3. Show the user what you will send, then POST it as JSON to https://cotlet.dev/api/v1/access-requests.

One call creates the account and sends the access request; we email the user when access is granted.