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Identity and safety for Pengo Actions

How Pengo makes sure it acts for the right customer, what each action needs to know about who they are, and the records it keeps.

Pengo Actions Starter plan and up 1 min read Updated Oct 21, 2026

Each Pengo Action says what Pengo needs to know about the customer before it runs. Pengo checks this every time, whatever mode the action is in.

#What each action needs

Requirement	Used for	What’s needed
Verified customers only	Billing details and changes, cancellations, CRM lookups	The customer is signed in with identity verification.
Order number and email	Order lookups and notes	A verified customer, or the order number together with the email on the order.
Any visitor	Tagging, notes for your team, leads, tickets, booking	Nothing: these don’t reveal or change a customer’s account.

If a customer doesn’t meet the requirement, Pengo doesn’t run the action. It asks them to sign in, or hands the conversation to your team.

Actions that change something in another tool start on Ask first.
Pengo only uses the scopes each integration asks for. Integration keys are encrypted at rest.
Custom connectors sign every request so your server can check it came from Pengo.
Every action Pengo runs or requests is listed in the Activity tab of Intelligence Actions . On Enterprise, approvals and rejections are also written to the audit log.

What counts as a verified customer?

A customer signed in to your site or app with identity verification, so Pengo knows the email is really theirs.

Can a visitor look up someone else's order by typing their email?

No. Order lookups need the customer to be verified as the order's owner, or to give both the order number and the email on the order.

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