What are Pengo Actions?
Pengo Actions let Pengo look up orders, cancel them, change subscriptions, open tickets and book meetings in your tools, on its own or with your approval.
On this page
Pengo Actions let Pengo do the work behind a reply, not just the reply. When a customer asks where their order is, Pengo looks it up. When they want to cancel it, Pengo prepares the cancellation and, if you want, waits for a teammate to approve it.
#How it works
-
Connect your tools. Connect Shopify, Stripe, HubSpot or a calendar in Settings Integrations , or your own backend with a custom connector.
-
Choose how Pengo acts. In Intelligence Actions , set each action to Auto, Ask first or Off. See Choose how Pengo acts.
-
Pengo acts in the conversation. It runs what it’s allowed to, and asks your team for the rest. The customer is told what’s happening either way.
Your team can use Pengo Actions too. While chatting, a teammate clicks Actions in the inbox and runs the next best action in one click. See Run actions from the inbox.
#What Pengo can do
| Where | Examples |
|---|---|
| Pengo | Tag the conversation, set priority, leave an internal note, hand over to your team |
| Shopify | Look up an order, add a note to an order, cancel an unshipped order |
| Stripe | Look up billing, share an invoice, skip, pause, resume or cancel a subscription, retry a failed payment |
| HubSpot | Look up the customer, open a ticket |
| Booking | Book a meeting from Cal.com, Calendly or Google Calendar |
| Lead playbook | Capture a lead, record their answers to your qualifying questions |
| Custom connectors | Call your own backend |
Every action, with its default mode and who it’s for, is in the reference for each integration: Shopify, Stripe, HubSpot, Booking, Lead playbook and Custom connectors.
#Safe by default
- Actions that change something in another tool start on Ask first.
- Billing changes and cancellations run only for verified customers.
- Every action Pengo runs or requests is listed in the Activity tab.
What it costs. Pengo Actions use your plan’s AI credits at a flat number per use. Lookups and changes inside Pengo are free, and credits are charged only when an action actually runs.
| What runs | For example | AI credits |
|---|---|---|
| Lookups | Order status, billing summary, CRM contact | Free |
| Changes inside Pengo | Tags, priority, notes, leads, handover | Free |
| Low-risk changes | Order notes, tickets | 2 |
| Medium-risk changes | Skip, pause or resume a subscription, retry a payment | 5 |
| High-risk changes | Cancel an order or subscription, custom connectors | 10 |
| Suggested actions for your team | Each time Pengo ranks the next best actions | 2 |
Common questions
Do I need to connect anything to use Pengo Actions?
Pengo's own actions, like tagging, setting priority, leaving a note and handing over, work as soon as Pengo Intelligence is on. Actions in Shopify, Stripe, HubSpot or your calendar appear once you connect that tool in Settings › Integrations.
Will Pengo change things without asking?
Only if you let it. Every action has its own mode. Actions that change something in another tool start on Ask first, so a teammate approves them.
Where do I see what Pengo did?
In Intelligence › Actions, the Activity tab lists the actions Pengo ran or requested and how each one turned out.
Was this guide helpful?
Your answer helps us improve it.
Sorry about that. or contact support, and we'll fix the guide.