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Choose how Pengo acts

Set each Pengo Action to Auto, Ask first or Off in Intelligence › Actions, and approve or reject the requests that wait for your team.

Pengo Actions Starter plan and up 1 min read Updated
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Every Pengo Action has its own mode, so Pengo can look up orders on its own while cancellations wait for a person.

#Change an action’s mode

  1. Go to Intelligence Actions and choose your website.

  2. Open the Tools tab. Each connected tool lists its actions.

  3. Pick a mode for each action.

ModeWhat happens
AutoPengo runs the action as soon as the customer asks and it has what it needs.
Ask firstPengo prepares the action, tells the customer it’s with the team, and waits for a teammate to approve it.
OffPengo never runs it. If a customer needs it, Pengo hands the conversation to your team.

Team only keeps an action for your team. If Pengo is chatting when a customer needs it, Pengo says a teammate is joining, hands over and gets the action ready in the inbox Actions button, so the teammate runs it in one click.

On Auto, you can also add guardrails, such as running on its own up to an amount and asking above it. See Guardrails and limits.

#Approve or reject a request

When an action on Ask first is requested, the conversation shows a banner above the composer: Intelligence wants to: and the action, with its details.

  • Click Approve to run it. Pengo tells the customer once it’s done.
  • Click Reject to stop it. Pengo tells the customer a teammate will follow up.

Requests waiting for your team are also listed in the Approvals tab of Intelligence Actions .

You can also decide from a phone notification, the Apple Watch, email or Slack. See Approve from anywhere.

#See what Pengo did

The Activity tab lists the actions Pengo ran or requested and how each one turned out.

Common questions

What mode does a new action start in?

Lookups and changes inside Pengo start on Auto. Actions that change something in another tool, like cancelling an order or a subscription, start on Ask first.

Who can approve a request?

Teammates working the conversation see the request above the composer and can approve or reject it.

Can a lookup ask first?

Lookups only offer Auto and Off. They never change anything, so there is nothing to approve.

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