# Trengo MCP

> Trengo connects your customer communication channels—WhatsApp, email, chat, and social media—into one shared inbox. Your AI client manages every interaction, allowing you to handle support tickets, update statuses, and communicate with customers without leaving the workspace.

## Overview
- **Category:** communication-messaging
- **Price:** Free
- **Tags:** omnichannel-inbox, helpdesk-ticketing, shared-inbox, customer-service, live-chat, whatsapp-integration

## Description

Trengo throws your customer chats, emails, and social media messages into one unified inbox. Your AI client handles every single interaction across WhatsApp, email, chat, and other channels. You never gotta juggle multiple dashboards again; it's all right here.

**Managing Support Tickets:**

When an inquiry comes in or you need to manually open a case, your agent can **`create_ticket`**, instantly opening a brand-new support record in Trengo. If you wanna check what’s going on across the board, it'll run **`list_tickets`** so you see every ticket tracked—open or closed. You can then dive deep into any single case using **`get_ticket`** to pull up all the details and current status updates for that specific number.

Need to change things? Your agent handles the ticket lifecycle directly. It'll run **`update_ticket`**, letting you mark a ticket as resolved, or reassign it to another team member with simple commands. You can also use **`list_contacts`** to pull up the full database of every contact associated with the account.

**Handling Conversations:**

Communication is straightforward. Your agent will run **`send_message`**, letting you shoot a direct message straight to a customer or even an internal team member through any connected channel. When you need background context, it'll execute **`list_messages`**, pulling together all the exchange history for that ticket—that includes both the original customer queries and any notes your own team wrote.

**Team Visibility & Channels:**

You don’t gotta guess who’s free. Your agent runs **`list_team_members`** to give you a roster of everyone on the team, showing their current availability status so you can route tickets properly. It'll also run **`list_channels`**, listing every single active communication channel connected to your Trengo account—you always know where to look for messages. Need to check who you are in this system? You can get basic profile information using **`get_account_profile`**.

**System Setup & Monitoring:**

For deeper system control, your agent manages webhooks. It’ll run **`list_webhooks`** to show all the webhooks currently configured and monitored by the account. If you need to track real-time events from another service, it can **`create_webhook`**, building and configuring a new webhook for immediate event tracking.

## Tools

### create_ticket
Opens a new support ticket record in Trengo.

### create_webhook
Creates and configures a new webhook for real-time event tracking.

### get_account_profile
Retrieves basic profile information for the current user in Trengo.

### get_ticket
Fetches detailed information and status updates for a specific ticket number.

### list_channels
Lists all active communication channels connected to your Trengo account.

### list_contacts
Retrieves the full database of contacts associated with the account.

### list_messages
Lists all message history for a given support ticket or conversation thread.

### list_team_members
Retrieves a list of all users on the team and their current availability status.

### list_tickets
Lists every support ticket currently tracked in the system, often with filter options (open/closed).

### list_webhooks
Shows all webhooks that are currently configured and monitored.

### send_message
Sends a message to a customer or an internal team member via the connected channel.

### update_ticket
Changes the status of an existing ticket, like marking it as resolved or assigned.

## Prompt Examples

**Prompt:** 
```
List all currently open support tickets.
```

**Response:** 
```
I've retrieved your open tickets. You have 4 active conversations including 'Billing issue' from John Doe, 'Login error' from Smith, and 2 others. Which one would you like to see the messages for?
```

**Prompt:** 
```
Show me the last 3 messages for ticket #88231.
```

**Response:** 
```
I've fetched the history. The last 3 messages include: a customer query about shipping, your team's response, and an internal note regarding the tracking number. Shall I reply to the customer?
```

**Prompt:** 
```
Close ticket #10293 as 'CLOSED' and add a note 'Resolved via AI'.
```

**Response:** 
```
Ticket updated! I've set the status of ticket 10293 to 'CLOSED' and added your internal note. The conversation has been archived successfully.
```

## Capabilities

### Manage ticket status
Update a support ticket from OPEN to CLOSED, or reassign it to another team member via simple commands.

### Gather conversation history
Fetch all messages exchanged on a specific ticket, including both customer queries and internal notes.

### Create new support cases
Open a brand-new ticket immediately when an inquiry comes in through any channel or manually via the agent.

### Communicate with customers
Send messages directly to customers, whether they started the conversation on chat or email.

### Review team availability
List your team members and check their current workload status to route tickets properly.

## Use Cases

### The Agent Needs Full Ticket History
A customer calls about a billing issue, but the initial chat was weeks ago. Instead of asking the user to navigate through old emails and chats, your agent simply runs `list_messages` for that ticket ID. You get all three streams—the original query, the support reply, and the internal finance note—in one go.

### Closing Out a Resolved Case
The customer confirms the fix via email. Your agent runs `get_ticket` to verify details, then calls `update_ticket` to change the status to 'CLOSED' and adds an internal note about who resolved it. Done in three commands.

### Onboarding a New Team Member
A new agent needs context on the last week’s activity. They ask their AI client, which uses `list_tickets`, and immediately gets a digest of all open tickets across WhatsApp and email, along with who they are assigned to.

### Monitoring System Events
The operations team needs to know when a specific type of interaction happens. They use `list_webhooks` to check existing monitoring endpoints and then run `create_webhook` to track real-time events for better visibility.

## Benefits

- Consolidate communications: Never jump between email, WhatsApp, or chat interfaces again. The agent gathers every conversation into a single view, making context easy to track.
- Control ticket status instantly: Need to mark a case as resolved? Use `update_ticket` and let your AI client handle the state change without needing to click through menus.
- Track every message: Forget digging through threads. Call `list_messages` to pull up the last 3 messages, including internal notes, in seconds.
- Coordinate your team better: The agent can use `list_team_members` to check who is free and what their current workload is before assigning a ticket.
- Stay organized with webhooks: Use `create_webhook` to automatically track critical conversation events so you never miss an update in real-time.

## How It Works

The bottom line is that your agent treats Trengo like a natural part of your workflow, making API calls behind the scenes so you don't have to.

1. Subscribe to the Trengo server, then enter your API token into your AI client.
2. Ask your agent to perform a task (e.g., 'List all open support tickets').
3. The agent executes the necessary tool calls and provides you with actionable data or updates the record.

## Frequently Asked Questions

**How do I check if a ticket is open or closed using Trengo MCP Server?**
You use `get_ticket` to pull up all the details for that specific case. The tool returns the current status (OPEN, CLOSED, etc.), letting you verify it before taking any action.

**Can I see messages from WhatsApp and email together with list_messages?**
Yes, `list_messages` aggregates history across channels. It pulls up the full conversation thread so you can see all communications—whether they started in chat or via email.

**What tool should I use to assign a ticket to someone else?**
Use `update_ticket`. This allows your agent to change the status and reassign ownership of the case directly, making sure the right person sees it immediately.

**Is there a way to list all my team members with Trengo MCP Server?**
Yes. Run `list_team_members`. This tool gives you an immediate overview of who is on your roster and helps you gauge overall team availability.

**How does the `create_webhook` tool help me monitor conversations?**
It lets you programmatically set up real-time event tracking. You create a webhook to listen for specific events—like when a ticket hits 'OPEN' or a message is received—and trigger an external action based on that data.

**When should I use the `send_message` tool? Does it only send replies?**
You use this to actively communicate with customers or add internal notes. It sends a message directly through Trengo from your AI client, whether that's an external reply or just a private team comment.

**What kind of data can I pull using the `list_contacts` tool?**
The tool pulls comprehensive records on every contact. You get details like their name, associated channels (WhatsApp, email), and historical interaction summaries for quick context checks.

**Can the `list_channels` tool verify my communication setup?**
Yes, this tool lists all configured communication channels connected to your account. You can check here if WhatsApp, chat, or email integration is active and ready for use by your team.

**Can I see all the messages in a specific ticket via AI?**
Yes! Use the `list_messages` tool and provide the Ticket ID. Your agent will retrieve the full conversation history, including both customer messages and internal notes.

**How do I add an internal note to a ticket that the customer won't see?**
Use the `send_message` action. Provide the Ticket ID and your text, and set the `internal` parameter to 'true'. This will log the message as a private note for your team.

**Is it possible to list all communication channels like WhatsApp and Email?**
Absolutely. Use the `list_channels` query. The agent will retrieve all your active integrations, helping you identify which Channel ID to use when creating new tickets.