What customers see when Pengo acts
How Pengo tells customers that a request is with your team, and the follow-up they get when it's done, rejected or couldn't be completed.
Customers always know where their request stands. Pengo says when something is with your team, and follows up in the same conversation once it’s decided.
#While a request waits
When an action is on Ask first, Pengo tells the customer it has asked the team, instead of saying it’s done. For example: “I’ve asked the team to cancel it with a full refund, and I’ll confirm here as soon as it’s done.”
#When it’s decided
Pengo posts a follow-up in the conversation:
| Outcome | What the customer sees |
|---|---|
| Approved and done | A confirmation of what happened, for example that the order is cancelled and refunded. |
| Rejected | That a teammate reviewed the request and will follow up with them directly. |
| Couldn’t be completed | That the request couldn’t be completed automatically and a teammate will follow up. |
Follow-ups are written in the customer’s language and reach them on the channel they’re using: the widget, email or a messaging channel.
Common questions
Are follow-ups translated?
Yes. Pengo writes the follow-up in the language the customer is chatting in.
Can Pengo claim something happened when it didn't?
No. Follow-ups are fixed messages or come from the action's own result, never from the AI guessing, so they can't say more than what the action actually did.
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