How Pengo works
A quick tour of Pengo. The chat widget on your site, the shared Inbox, Pengo Intelligence, and the main areas of the dashboard.
On this page
Pengo puts a chat widget on your website, collects every conversation in one shared Inbox, and lets Pengo Intelligence answer questions from your own content. Read this first for a picture of how the pieces fit together.
#The big picture
- The widget runs on your site. You add one short snippet to your website, and a chat bubble appears in the corner of every page. Visitors click it to start a conversation.
- Conversations land in your Inbox. Every new chat shows up in the Inbox, where you and your team can reply, assign, add internal notes and resolve.
- Pengo Intelligence answers first, if you want it to. Intelligence reads your website and other knowledge you add, then replies to visitors. When a visitor asks for a person, or Intelligence can’t answer confidently, it hands the conversation to your team.
- Your team takes over. A teammate clicks Take over in the conversation and replies from there. Intelligence steps back for the rest of that chat.
#The dashboard
The sidebar on the left takes you to each part of Pengo. Depending on your role, you might not see every item.
| Sidebar item | What it’s for |
|---|---|
| Overview | Your home page: setup checklist, chats waiting for a reply, first reply time, chats resolved by AI, satisfaction, and chat volume for the last 7 days. |
| Inbox | Every conversation in one place, sorted into sections like Incoming, Unassigned, Mine and Resolved. |
| Live | Who is on your website right now, on a map with a live activity feed. You can start a proactive chat with a visitor from here. |
| Ops | A live team view: who’s working and which conversations are due next. |
| Contacts | Everyone who shared an email in a chat or was identified by your site, with their visits and past conversations. |
| Intelligence | Set up Pengo Intelligence: its knowledge, behavior, procedures and actions, plus a place to test it and see how it’s doing. |
| Analytics | How your conversations are going: volume, speed, satisfaction and who handled what. |
Settings sits at the bottom of the sidebar. It’s where you change the widget, manage websites and the install code, invite teammates and set your own notifications.
#Mobile apps
Pengo also has native iOS and Android apps for your team, so you can reply to visitors when you’re away from your desk. The apps are included on every plan, including Free. See the mobile apps page for availability.
#Next steps
Work through the rest of this section in order. It takes about 15 minutes.
- Create your workspace: sign up and go through setup.
- Add Pengo to your website: paste the snippet and check it’s live.
- Invite your team: add teammates and pick their roles.
- Your first conversation: send a test message, reply, assign and resolve.
Common questions
Do I need Pengo Intelligence to use Pengo?
No. Pengo works as a live chat tool on its own. Pengo Intelligence is included on Starter and higher plans, and you can turn it on or off for each website.
Can I use Pengo on more than one website?
Yes. Each website gets its own widget code, and conversations from every site land in the same Inbox. How many websites you can add depends on your plan.
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