Trengo and Sarrai look the same at first glance. Both let an AI answer your customer questions based on your own knowledge, both are based in the EU, and both charge per conversation. The difference is in the breadth, in what you really see on your invoice, and in where your data ends up. Trengo is a broad platform that brings every channel into one inbox, from WhatsApp to telephony. Sarrai is focused on one thing: taking repeat questions off your plate and keeping your knowledge current, with a predictable price and your data in European hands. Below I compare the two honestly, so you make the right choice.
Trengo is a Dutch platform that brings all your customer conversations across many channels into one inbox.
Sarrai is focused customer service AI with a knowledge base that keeps itself current.
An honest comparison on the points that matter to most SMEs.
The Trengo prices and rates mentioned were checked in June 2026 and may have changed since. For current rates, always check trengo.com/prices.
No platform is best for everyone. These are the situations where each one is genuinely strong.
Deploying broadly across many channels, with high volume.
Automating customer service with a fixed price and your data in European hands.
In your Sarrai backoffice you can talk to Sarrai itself at any moment. A question about a feature, a setting, an invoice: you ask the same AI you give your own customers. If the conversation gets stuck, it escalates automatically to a person, and today that is the Sarrai team directly. So the very flow you offer your customers is the one we use to help you.
That is deliberate. Putting your own customer support on your own product is a strong signal: it works, or we feel it first. And it solves exactly what comes up most in Trengo reviews, namely that the help drops off after onboarding. With Sarrai there is no separate support department you disappear into. The people who build it are also the endpoint when the AI can't work it out.
Want to test it before you choose? Open the demo environment, ask Sarrai a tricky question, and see what happens when it isn't sure of the answer itself.
Then Sarrai was built for you. Trengo and Sarrai are both European, so the question is not American versus European. It is how far the data stays within Europe, what your invoice does month to month, and who picks up when the AI can't.
Your servers and all customer data sit with Combell in Belgium, within the EU. The language model comes from Mistral in France. No American cloud is involved, so the US CLOUD Act does not come into play. Trengo is GDPR compliant too, but hosts on Amazon Web Services, an American provider.
One predictable subscription based on conversations, with three clear tiers. No wallet that tops itself up, no separate charge per AI answer, and no conversations that start counting again after a 7-day window.
Personal guidance to get started, and support that stays with you afterwards. When a conversation gets stuck, it reaches the Sarrai team directly, through the same flow your customers use.
Both let an AI answer your customer questions based on your own knowledge. Trengo is a broad omnichannel platform: every channel in one inbox, from WhatsApp and telephony to social, with AI on top, and it targets teams across Europe. Sarrai is focused on automating customer service for SMEs in Belgium and the Netherlands, with a knowledge base that keeps itself current, a fixed price based on conversations and your data in European hands. Trengo goes wide, Sarrai goes deep on one task.
For an SME that mainly wants to automate repeat customer questions with a predictable price and data in the EU, Sarrai is a strong alternative. If you mainly need many channels such as telephony and social, or you send outbound WhatsApp campaigns, Trengo is a better fit. Many smaller teams choose Sarrai precisely because they value a predictable invoice, a knowledge base that keeps itself current and support that stays with them more than maximum breadth.
Here Trengo wins today. Trengo serves 10+ channels, including WhatsApp as an official Meta partner, voice and telephony, SMS and the familiar social channels. Sarrai works on website chat and email today, and WhatsApp is on the roadmap. If your customer service runs largely on telephony or social, Trengo is the logical choice on that point. If your questions mostly come in through chat and email, Sarrai covers that fully.
With Sarrai your data stays in European hands. Hosting is in Belgium (Combell) and the language model comes from France (Mistral). No American cloud is involved. Trengo is a Dutch, GDPR-compliant company, but it hosts on Amazon Web Services in a European region. The data sits in Europe, yet the provider is American, so the US CLOUD Act can in theory come into play. For anyone who wants customer conversations to stay fully within European infrastructure, that is a real difference.
It depends on your situation, but the models differ a lot. Trengo works with fixed packages based on conversations, from €299/month for 10 users and 6,000 conversations a year. Three things make the final invoice harder to predict: each conversation only runs for 7 days, so a customer who comes back later counts as a new conversation; AI answers above the included number cost €0.25 to €0.30 each; and WhatsApp, voice and AI run through a wallet that tops itself up automatically. If you're a team of three, you still pay for ten users at Trengo. Sarrai works with a predictable subscription based on conversations, three clear tiers, without a wallet, top-ups or a separate AI charge. Run your own scenario in the price comparison. For current Trengo rates, check trengo.com/prices.
In chat, Sarrai answers questions directly and hands over to a person when it is not sure. On email, Sarrai works with a draft by default. The AI writes the answer, you review it and send it. A wrong answer in an email weighs heavier than in a chat bubble, so there you deliberately keep your hand on the wheel. If you do want email answered automatically for certain question types, that can be switched on case by case.
At the start you choose between self-service or personal guidance, so you get results quickly. After that, the support stays with you. If a conversation gets stuck, it reaches the Sarrai team directly, through the same flow your customers use. So we run our own customer service on our own product. In Trengo reviews the opposite is the most common complaint: a strong onboarding, after which the help drops off. That is why you can test Sarrai yourself before you choose, and see how an escalation plays out.
Between €30 and €150 a month — but that figure tells you almost nothing. The chatbot itself is now the cheapest part; the real cost and the real value sit in the knowledge you feed it. We do the maths transparently.
Read moreThis article lays out the four most important differences — not to talk Intercom down (it's a good product), but to help you choose what fits your situation.
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